Sergio Arboleda University and Ayté
An Alliance for Technological Modernization
Founded in 1984, Sergio Arboleda University in Bogotá is one of the most prestigious educational institutions in Colombia.
In order to maintain its leadership, the University faced the challenge of updating its old IT service management system.
Benefits
Continuous Support: With Ayté's Hourly Support Plan, the University efficiently manages its IT systems, resolving incidents, and optimizing configurations.
Effective Collaboration: Cooperation between Ayté and the University was key to the success of the project, highlighting the diligence and willingness of both parties.
CHALLENGE
The University had been using version 3 of OTRS Community Edition since 2013, implemented by Ayté.
Over time, this version became obsolete, causing performance issues, bugs, and limitations in customization.
Solution and Implementation Process
Ayté proposed and executed a strategic migration of the system from version 3 to version 6 of OTRS, and subsequently to OTOBO 10.1. This modernization process was carried out under a thorough analysis of the University's needs, ensuring the incorporation of its corporate image and compliance with all security policies.
Results:
Performance Improvements: The new version resolved issues of slowness and incompatibility.
Bug Fixes: The update eliminated errors from the previous system.
Customization and Modernization: Specific configuration adjustments were achieved, and new functionalities were leveraged.