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Bernard Matthews selects Supportworks for IT helpdesk

Antony Savvas

Bernard Matthews has selected Hornbill’s Supportworks to 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.

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