Bernard Matthews hasselected Hornbill’s
Supportworksto improve the performance of its
IT service desk.
The first phase of the project recently went live and replaced
an in-house developed support application.
Supportworks has enabled the IT team to more easily deliver
support to the Bernard Matthews Group, including taking calls from
its Hungarian and German turkey operations.
Bernard Matthews has purchased Supportworks’
business process workflow engine, the Visual Process Configuration
Manager (VPME) alongside the Supportworks Enterprise Support
Platform (ESP).
This enables the user to further develop the system, integrate
with other business systems and deliver further service functions
in-house in the future.
Nick Frankland, technical support manager at Bernard Matthews,
said, “Before we went live with Supportworks we only really logged
work that we did on behalf of our business users. Now we are able
to track all work done by the department including work done by the
development, infrastructure and server teams.
“This enables us to better plan our resources and ultimately to
provide a better, more cost efficient service to the business,”
said Frankland.
The IT department now has visibility of all work carried out
within the department, and greater control over calls that are
assigned externally to third party maintenance contractors, service
level agreements and call escalations.
Also, system alerts generated by the network, servers or the IBM
iSeries are automatically logged and allocated via email, enabling
the department to take remedial action as soon as the fault is
spotted, rather than not knowing until there is a major
failure.
Two-tier service desk is winning formula for IT support
>>
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