Rushmoor Borough Council has adopted
ITIL best practice to improve IT service delivery.
Rushmoor Borough Council has selected
Hornbill Systems' Supportworks ITSM Service Management solution
to manage its IT services and support.
Supportworks was chosen as an established system that is
ITIL-certified, enabling the IT team to follow service desk
best-practice following ITIL standards.
Rushmoor's IT staff will be able to provide improved response to
end-users, with a single telephone help number and e-mail address
for all IT queries.
"We now have an excellent service desk that can use the ITIL
best practice framework pragmatically, and which is supported by a
proven system. It is pivotal to improving the IT customer service
delivery desired by the council," said Nick Harding, head of IT
Services at Rushmoor Borough Council.
The reporting functionality within Supportworks will also be
beneficial to the IT team, enabling them to use data to track calls
and ensure resolution of problems, measuring performance against
agreed SLAs.
They will also be able to work out trends and plan resources
more effectively, as part of the planning required to meet the
council's strategic goals, said Harding.
Aligning IT for growth >>
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