The Humber Mental Health Teaching Trust has selected a
helpdesk system to provide improved centralised IT support to
primary care and mental health trusts in the area.
The Humber Mental Health Teaching NHS Trust has selected
Supportworks ITSM from
Hornbill Systems, for use by its centralised service desk.
The support desk has 18 staff using
Supportworks ITSM to log, track and resolve calls from over
6,500 users and 3,500 devices across Hull Teaching PCT, East Riding
of Yorkshire PCT and the Humber Mental Health Trust.
The organisation chose Supportworks ITSM for its ability to
support new and existing ITIL standard processes and two-stage
closure - where the helpdesk user also confirms the call is
closed.
Adrian Purcell, head of IT services at Humber Mental Health,
said, "We wanted to be able to provide a shared IT service that
also delivers specifically what each client requires.
"Since implementing Hornbill's solution we have been able to run
one helpdesk that can work to different SLAs and provide an
improved, specific service to each business, rather than an
averaged service for all."
Purcell said, "We can now implement new business processes that
are ITIL compliant, and access meaningful information that enables
us to better plan resources and work more efficiently."