Handling multiple clients in an outsourcing model requires full control over tickets, assets, and the history of incidents for each organization separately. Octopus IT, a company specializing in comprehensive IT support, had for years relied on Excel spreadsheets and tested various solutions to find one that met their specific requirements. Implementing the OXARI platform made it possible to organize all processes within a single system, increase the number of registered tickets by 60–70%, and build stronger, more predictable relationships with clients.
To organize key business areas, Octopus IT decided to implement the OXARI platform in three modules: Service Desk, Asset Management, and CMDB. This made it possible to manage tickets, control assets and licenses, and prepare for full centralization of knowledge about clients’ infrastructure – all at the same time.
Octopus IT
Octopus IT is an outsourcing company that supports organizations in managing infrastructure and developing technology. Its team consists of experienced administrators and engineers who are well-versed in the latest solutions and ready to tackle even the most demanding challenges.
The company’s offering includes a full spectrum of services – from IT infrastructure management, technical support, and software development to cloud services and cybersecurity. Octopus IT places particular emphasis on data protection, implements modern security mechanisms, and ensures process compliance with the highest standards.
As an outsourcing partner, Octopus IT must support many clients simultaneously while guaranteeing a consistent level of service and avoiding unexpected downtime. The key, therefore, was a tool that would effectively manage tickets, assets, and incident history for each organization. Thanks to its flexibility and ease of configuration, OXARI allowed the company to tailor the system to the realities of IT outsourcing—without complicated implementation or long waiting times for results.
Challenges in Supporting Multiple Clients
While supporting multiple clients at once, Octopus IT needed a tool that would allow full control over tickets and assets. Working in Excel spreadsheets and testing various systems proved insufficient, as some tickets—especially phone-based ones—were not registered anywhere, making them difficult to settle and analyze. The lack of a central database of hardware and licenses led to informational chaos and the risk of serious failures, such as domain or hosting expirations.
Such situations posed serious threats to client relationships. Failures could cause downtime in their operations, generate stress, and consequently reduce trust in Octopus IT as a technology partner. For an outsourcing company whose reputation depends on reliability and fast reaction times, this meant a risk of losing competitive advantage—or in extreme cases, even the client itself.
Additionally, previously tested solutions were not suited to the realities of IT outsourcing, where assigning tickets and assets to many different organizations is essential. The company needed a system that would be simple and quick to implement yet flexible enough to meet the specific requirements of a service-based model.
The OXARI Implementation Process
Octopus IT approached the OXARI implementation with full awareness, using its earlier experiences with other systems to clearly define the project’s goals and requirements. The team knew they needed a tool that was easy to use yet flexible enough to adapt to the specifics of IT outsourcing, where one company must support many clients simultaneously.
The project included the implementation of three OXARI modules: Service Desk, responsible for ticket handling; Asset Management, providing control over hardware and licenses; and CMDB, whose role is to centralize knowledge about configuration and relationships between services.
A key feature was the ability to separate tickets and assets by organization. Each outsourcing client has its own specifics, including different inventory standards and different levels of control over their equipment. Some companies maintain their own records, while others regularly rely on the IT provider for information. Thanks to OXARI, all information became fully accessible. It is now visible when a computer was issued, whether it returned, what its inventory number is, and who its user is. As a result, full asset lifecycle management was implemented—from the moment of purchase, through usage, to decommissioning.
Equally important was managing clients’ permissions and licenses. Previously, not all services were created under accounts controlled by Octopus IT, so some were registered by clients using employee or manager email addresses. In practice, this meant that notifications about expiring domains, hosting, or subscriptions went directly to users, and the outsourcing team often had no knowledge of them. OXARI enabled central monitoring of expiration dates and automatic reminders, eliminating the risk of critical failures caused by oversights.
The implementation was exceptionally smooth. The system was launched in just 2–3 hours. A major advantage was the platform’s simplicity and flexibility, which allowed settings to be developed step by step without interrupting ongoing client support.
At every stage, the company could rely on dedicated support from OXARI engineers. This was a major added value compared with previous systems, where expert assistance was lacking. Professional guidance ensured a seamless implementation, and the Octopus IT team was able to fully use the new tool in a short time.
