PKF implements service management software

Accountancy firm PKF has implemented software and services from Fox IT to improve its IT services to its 1,800 employees.

The company has spent £100,000 on a three-year project to become ITIL compliant. This included extensive training as well as an on-demand service-management product.

Jim Greenfield, IT director at PKF, said meeting ITIL will enable the company to "utilise staff better, analyse what is happening so you can create solutions rather than fixing the same problems all day."

The company has an IT department made up of 40 people and they have very diverse roles. ITIL will put processes in place to make multi-tasking easier.

Greenfield said the company's IT users are also demanding. "They are accountants and work to their own clients' timetables."

He said the accountants use vertical software applications such as tax and audit software as well as CRM with everything running on Citrix with thin clients.

The company is mid-sized, and Greenfield originally felt that the ITIL was aimed at larger companies. But his opinion has changed, he said. "To some extent ITIL is now more applicable to the SME."

Training was vital and was a major part of the overall project, said Greenfield.