Web Based Hardware Maintenance Platform
Directorate General of Shipping (DGS), under the Ministry of Ports, Shipping, and Waterways, Government of India, is committed to enhancing operational efficiency, streamlining IT asset management, and improving service request handling. As part of its digital transformation initiatives, DGS is implementing OS Ticket and Snipe-IT as web-based solutions for IT service management (ITSM) and asset tracking.
OS Ticket – Web-Based Help Desk System
OS Ticket is an open-source help desk management system that enables DGS to efficiently handle IT service requests, technical issues, and maintenance queries. The system will serve as the central platform for managing and tracking service tickets, ensuring a streamlined workflow for IT support teams.
Key Features and Functionalities
- Ticket Management: Users can submit service requests via web portal, email, or API, ensuring seamless reporting of IT-related issues.
- Automated Workflow: Automated ticket routing, prioritization, and escalation ensure quick resolution of service requests.
- Customizable Ticket Forms: Enables detailed information capture based on issue type, improving troubleshooting efficiency.
- Knowledge Base: A self-service knowledge base allows users to find solutions to common issues, reducing dependency on IT support.
- Reporting and Analytics: Generates detailed reports on response times, ticket resolution status, and IT support performance.
- SLA Compliance: Ensures adherence to predefined service level agreements, minimizing downtime and improving IT service delivery.
- User Authentication and Role-Based Access: Secure login and access control ensure authorized personnel manage IT tickets effectively.
- By implementing OS Ticket, DGS will enhance the efficiency of IT support operations, reduce response times, and ensure transparent tracking of technical issues and resolutions.
Snipe-IT – Web-Based IT Asset Management System
Snipe-IT is an open-source asset management solution designed to track and manage IT hardware, software licenses, and maintenance schedules. It will enable DGS to maintain an up-to-date inventory of IT assets while ensuring accountability and compliance.
Key Features and Functionalities
- Asset Tracking: Real-time tracking of IT assets, including computers, servers, network devices, and peripherals.
- QR Code and Barcode Support: Enables easy scanning and identification of assets for quick audits.
- Automated Inventory Management: Updates asset status, location, and user assignment dynamically.
- License and Warranty Tracking: Monitors software licenses, warranty expiration, and renewal schedules.
- User Assignment and History Logs: Maintains logs of asset assignments to users, ensuring accountability and transparency.
- Maintenance and Depreciation Management: Tracks maintenance schedules, repair history, and asset depreciation over time.
- Role-Based Access Control: Ensures secure access to asset records, with permissions assigned based on roles.
- By leveraging Snipe-IT, DGS will achieve streamlined IT asset lifecycle management, improved tracking of hardware and software resources, and enhanced visibility into maintenance requirements.
Integration and Implementation Strategy
The deployment of OS Ticket and Snipe-IT will follow a structured implementation approach to ensure seamless integration and operational efficiency:
- System Deployment: Installation and configuration of OS Ticket and Snipe-IT.
- Data Migration: Importing existing IT assets and support request records.
- Customization: Configuring ticket categories, asset categories, and user roles.
- User Training: Conducting workshops and training sessions.
- Testing and Optimization: Running pilot tests.
- Go-Live and Support: Full-scale deployment with continuous technical support.
The adoption of OS Ticket and Snipe-IT will empower DGS with a robust, web-based IT service management and asset tracking framework. These solutions will enable better accountability, improved operational efficiency, and enhanced IT governance, ensuring seamless support and maintenance for IT infrastructure within the organization. By integrating these tools, DGS is taking a significant step towards modernizing its IT service and asset management ecosystem, contributing to a more efficient and digitally empowered maritime administration.
Conclusion
The adoption of OS Ticket and Snipe-IT will empower DGS with a robust, web-based IT service management and asset tracking framework. These solutions will enable better accountability, improved operational efficiency, and enhanced IT governance, ensuring seamless support and maintenance for IT infrastructure within the organization. By integrating these tools, DGS is taking a significant step towards modernizing its IT service and asset management ecosystem, contributing to a more efficient and digitally empowered maritime administration.
