A comprehensive tool for managing IT services

How can you organize requests, gain control over IT infrastructure, and improve patient safety in a large medical facility? See how a regional hospital, through the implementation of the OXARI platform, streamlined the management of IT, medical equipment, and administrative processes, improving the overall operational efficiency of the organization.

“The biggest change after implementing OXARI Service Desk was the shift from emails and phone calls to a single, consistent ticket workflow—with automatic classification, prioritization, and SLA control. This was complemented by approval paths for access rights, purchases, and onboarding, as well as linking tickets to IT assets. The result? Less manual coordination, greater predictability, and faster service delivery across a multi-location environment.”

“In public institutions, the helpdesk for years has relied on emails, phone calls and local notes, which, with a growing number of users, quickly leads to chaos: lost tickets, lack of priorities and problems with reporting. This drives IT teams to implement a single tool that organizes incident handling, automates workflows and supports formal approval paths (e.g. granting permissions, purchases, onboarding/offboarding) with a full audit trail of activities. The result is the implementation of the OXARI system, which provides transparency of processes and genuinely improves the daily work of the helpdesk department.”

"Upgrading the existing asset-management system to the latest version was not economically justified. This situation prompted us to analyze the market and look for an alternative solution in this area. An additional criterion was the ability to migrate the asset data already collected, for which the City Hall’s IT Department is responsible. The outcome of our assessment was the implementation of the OXARI system."

“Before implementing OXARI, handling requests was done mainly via e-mail and other scattered channels, which made it difficult to track case statuses, caused duplicate requests, and resulted in the lack of a centralized customer service history. Knowledge was dispersed — there was no single place to store repeatable solutions and scenarios.

It’s hard to estimate precisely, but the time savings in handling requests are realistically 20–30% compared to handling them via e-mail.”