As a Kayako integration specialist, Holbi are widely known for their work with organizations helping them integrate Kayako with backend systems, as well as consultation work when it comes to implementing formal support processes (like ITIL), supported by a Kayako helpdesk.
Holbi have recently completed a substantial implementation project for Haya Water – the national wastewater company of Oman. The project involved building on top of their existing Kayako helpdesk to provide complete ITIL coverage, as well as training and implementation support to ensure a smooth roll-out across their large IT support department.
This article briefly details the Haya Water project, and has been guest-written by Bagaiev Konstantin, a Kayako project manager at Holbi.
When we started our work with Kayako’s out-of-the-box solutions about 4 years ago, we were really impressed – especially from a developers’ perspective. The clear and well documented codebase made it very easy for our developers to hit the ground running on customization projects. Another thing that pleased was an outstanding level support provided by Kayako team: most of our needs were addressed at within a business day.
That was the beginning of our cooperation. Currently Holbi has created a number of solutions and customized implementations on top of Kayako, and we are now well known as a Kayako integration service provider (you’ll see us a lot on the forums!).
Our work ranges from small modifications and adaptations to the Kayako suite (to integrate with backend systems, for example) to substantial, standalone solutions and modules based on Kayako as a framework. When they say “Helpdesk as a Platform”, they mean it.
One of our recently completed projects is a Kayako-based full-service IT Infrastructure Library (ITIL) solution. Haya Water, a large governmental wastewater services company in Oman, decided to roll out a complete ITIL oriented framework and way of working throughout its company IT department.
IT development companies from around the world were invited to bid for the project. As a company with experienced and skilled certified ITIL-specialists and a team of dedicated Kayako engineers, we won the project. Thus we obtained a unique opportunity to integrate the ITIL principles to the multi-million dollar company located in the Middle East.
Haya water had already had Kayako installed on their local servers and the company staff had used the helpdesk as a ticketing system for a while, so the helpdesk component of the ITIL framework had already been largely covered there. We then decided to extend Kayako to cover other ITIL areas such as Problem Management, Incident Management, Availability Management, Service Catalogue Management and full Knowledge Management.
The task was large project and a challenging engineer prospect, but due to the flexible nature of the Kayako framework, building this uniquely flavoured ITIL tool was made easier.
The solution helped greatly to improve the performance of their support department, reduce the risks of failure of the company’s main applications and increased the transparency of the department workings for senior management. It also centralized the application control access system through a tight integration of LDAP and Kayako, as well as increased the speed of identifying and solving commonly recurring problems and incidents.
So far the project is signed as completed, but soon we will also be implementing a customized reporting system to suit exactly the requirements of senior management and trend identification in the IT department.
We are looking forward to continuing or work with Haya Water and other enterprises interested in backend integration and implementation support for their Kayako helpdesk.
Although this lengthy project was built on top of the Kayako 3 framework, Holbi are already working on similar projects for Kayako 4.
With an engineering department dedicated to Kayako application development and customization projects, Holbi offer a range of modules and implementation services for Kayako products. They are headquartered in the United Kingdom and based all over Europe.