How OXARI improved the work of the helpdesk department in a public institution?

In many public institutions, IT departments have for years operated based on emails, phone calls and local notes. As the number of users grows and infrastructure expands, problems arise with prioritization, control of requests and reporting. Check why more and more public institutions are implementing OXARI to standardize support and gain full visibility of helpdesk processes.

Initial situation: a helpdesk that did not keep everything in one place

In public institutions, the IT environment is complex – it covers various locations, technologies and hundreds of users using extensive infrastructure. IT departments must maintain continuity of system operations, meet security and reporting requirements, while also handling daily user requests. The lack of an integrated tool makes it difficult to control service processes and manage information consistently across the entire organization.

Typical problems: requests in emails/phone calls, lack of priorities, difficult reporting

In many public institutions, the IT request handling process for years relied on unconnected communication channels – email, phone calls or local registration spreadsheets. The lack of a central data repository made it difficult to track incident history, identify recurring failures and control task statuses.

As a result, the IT department lost the ability to analyze workload, measure SLAs or report service quality. This work model did not ensure compliance with audit requirements and limited the effectiveness of infrastructure management.

Goals of OXARI implementation in a public institution

The implementation of OXARI in public institutions aims to organize and automate helpdesk processes that were previously scattered across various communication channels. The key assumption is to centralize request handling, standardize procedures and increase transparency of IT department activities. The system is intended not only to improve incident response but also to ensure compliance with security policies, enable auditing and reporting of every operation in the system. As a result, the helpdesk becomes a fully controlled element of ITSM infrastructure.

Organizing requests and statuses

One of the main goals of implementing changes was to create a unified request register. Thanks to OXARI, each request is entered into the system, where it is automatically categorized and assigned priorities and status. Administrators can track progress and analyze team workload. As a result, problems with duplicate tasks and loss of information disappear, and users receive faster and more predictable support.

Approval paths and compliance with procedures

In public institutions, approval paths usually concern not so much service incident handling but processes requiring formal approval and control. OXARI enables mapping scenarios such as granting and changing permissions, purchasing equipment or licenses, as well as onboarding and offboarding processes (e.g. assigning resources, accounts, roles and then revoking them). Each approval stage can be assigned to a specific role or organizational unit, and the entire process runs in accordance with applicable procedures and audit requirements.

Every operation, from submitting a request, through approval to execution, is recorded in the system and saved in logs, allowing full audit and clear identification of who made which decision and when. Built-in access control mechanisms allow precise definition of access scope and eliminate the risk of unauthorized actions.

What did we implement? OXARI in practical helpdesk use

The OXARI implementation covered the entire IT management environment – from incident registration to infrastructure and resource control. The system was integrated with the Configuration Management Database (CMDB) and Asset Management module, making all information about equipment, users and services available from one place. This approach allowed the IT department to gain full visibility of the environment, automate repetitive processes and ensure compliance with audit requirements.

Central request register, categorization and forms

It is worth emphasizing that OXARI Service Desk serves as a central contact point between users and the IT department. Every request – from failures to access requests – is registered, classified and directed to the appropriate team. The system allows defining custom categories and forms tailored to institutional procedures. Thanks to integration with CMDB, technicians have immediate access to related assets, which speeds up diagnosis and eliminates potential errors.

Workflow: assignments, escalations, approvals, notifications

The workflow mechanisms used in OXARI allow full automation of ITSM processes. The system reflects the organizational structure of an office or other public institution, assigns tasks, escalates them according to established rules and triggers approval paths, for example for infrastructure changes. Every step can be checked in the history, ensuring that the IT department works in a consistent, efficient, procedure-compliant and predictable manner for users.

Shared knowledge base for recurring problems

OXARI integrates the ServiceDesk module with a knowledge base and Asset Management, creating a holistic IT management environment. The knowledge base stores procedures, instructions and solutions that employees can use for recurring problems. The Asset Management module, in turn, enables monitoring of hardware, software and licenses, as well as control over their life cycle. As a result, the organization not only responds faster to challenges but also actively manages IT assets and eliminates unnecessary costs.

Results – what do the IT team and users actually gain?

After implementing the OXARI platform, public offices and institutions gained a consistent environment for managing both IT services and hardware and software resources. Integrated ServiceDesk, CMDB and Asset Management modules create one data ecosystem – from user requests, through asset registers, to investment reports.

Automatic infrastructure audits and license monitoring help detect unused devices or software, optimizing costs and purchase planning. Standardization of processes in one tool increased predictability of IT department work, reduced incident response time and improved compliance reporting and internal audits.

Less chaos, more predictability

OXARI automates request handling, assignments and escalations in line with established SLAs, providing full technical context thanks to CMDB integration. The Automation module enables remote workstation management — from software distribution, through update installation to scheduling service tasks. This allows the IT team to respond faster to failures, while routine activities are performed in the background without interrupting users’ work.

At the same time, Asset Management provides up-to-date data on hardware and licenses, supporting purchase planning and preventing downtime. Overall, this translates into process predictability, transparency of actions and compliance with audit requirements. Finally, it is worth emphasizing that the OXARI solution strengthens IT infrastructure security.

The system analyzes device activity, identifies unauthorized operations and minimizes the risk of data leakage. Additionally, it allows blocking dangerous applications, programs and websites, protecting the work environment from external threats.

See related case studies

Digital transformation of IT departments in public institutions has many dimensions — from centralizing requests, through asset inventory, to automation and process audits. The examples below show how different entities used ITSM and Asset Management solutions to increase work efficiency, data security and better control over IT infrastructure.

Public institution: transformation from helpdesk to process-based ITSM approach

The OXARI implementation at KRUS in digital transformation showed how an integrated approach to IT management can change the way an entire public institution operates. The system enabled fully configurable asset database creation without the need to engage external consultants. Additionally, it allowed precise access management to systems and applications, increased data flow security, reduced infrastructure costs and improved end-user support.

In turn, the implementation of OXARI at the University of Wrocław is an example of how a university with a complex structure can improve digital handling of requests and incidents, process automation, asset management and IT inventory, including building a central knowledge base available to users. Thanks to this, the IT team gained a full picture of the infrastructure, and users received faster and more transparent support.

City office: organization of requests and processes and integrations

The implementation of the ITManager system in the City Hall of Gorzów Wielkopolski is an example of how flexible adaptation of a tool to public unit needs can improve communication and user support. The system enabled not only remote user support and ongoing infrastructure monitoring but also software audits ensuring security and improved mass distribution of all kinds of packages, files and scripts.

If you are looking for more effective solutions for your company, our team of experts will help you choose a solution tailored to your organization’s structure and implement it safely and in accordance with applicable procedures.