Australia’s Largest Autism-Specific service provider streamlines processes.
Autism Spectrum Australia (Aspect) has increased efficiency and streamlined processes for reliable IT support with the help of ManageEngine’s suite of products.
As a non-profit organisation and Australia’s largest autism-specific service provider, Aspect is conscious that efficacy gains in business operations are critical to delivering services and support.
The Aspect @nywhere program enables students, clients and participants to access Aspect’s evidence-informed supports and services no matter where they are. Aspect’s IT team plays a crucial role in maintaining efficient operations and ensuring these services are delivered wherever they’re needed.
ManageEngine products have become integral to Aspect’s IT infrastructure, said Aspect’s Senior Systems Engineer Tao Song.
Aspect’s IT team faced the challenges of responding promptly to user IT enquiries while prioritising network and system security, which is essential for the organisation’s well-being.
Additionally, the onboarding process for new employees involved time-consuming tasks such as creating user accounts, email addresses and setting permissions.
Aspect has adopted several ManageEngine products, including Endpoint Central, ServiceDesk Plus and AD360 – tools used across the IT team, with each member leveraging them based on their daily tasks and responsibilities.
As the organisation has grown, the number of platforms required to deliver remote support has increased and onboarding has become a critical process.
Song highlighted the significance of ADManager in automating user account creation, email setup and permissions assignment. “This automation significantly reduces the workload on the help desk team, allowing them to efficiently handle new starter onboarding tasks,” said Song.
Endpoint Central has proven invaluable in patching servers, enabling Aspect to ensure its IT infrastructure is up to date with the latest security patches and more resilient to cyberattacks.
“Automating the deployment of patches and defining policies streamlines the process, eliminating the need for manual efforts on each server,” said Song.
The remote control feature in Endpoint Central facilitates seamless support for end users, whether in the office or working remotely. This includes software deployment tailored to the organisation’s needs, contributing to the overall efficiency of daily administration.
“Service Desk Plus on the other hand, is being heavily used by the IT help desk. It is helping us to get the user enquiries resolved as quickly as possible,” Song said.
Two additional instances – Tass and HR, have been onboarded. Tass supports Aspect’s internal education application while HR serves as the service centre for HR-related enquiries.
Aspect has also expanded its use of ADSelfService Plus. Users can now independently handle tasks such as password changes and location updates – reducing dependence on the IT team and saving valuable time.
Of vital importance is Aspect’s satisfaction with ManageEngine’s support, emphasising the timely responses by the highly skilled team as well as its proactive approach. “ManageEngine not only addresses raised tickets promptly, but also anticipates and addresses potential requirements for Aspect,” said Song.
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