London Metropolitan University used Hornbill’s Supportworks system to provide centralised IT support to over 4,000 staff and 34,000 students both in the UK and affiliate institutions worldwide.
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A 160-strong IT and telecoms team supports staff and students at the university, created by the merger of London Guildhall University and the University of North London.
Since implementing the system, the team can provide support to anyone around the world, with one phone number, one email and one web self-service system.
After the merger, the University had two IT service desks, one already using Hornbill’s Supportworks.
After a tender process, Hornbill was selected to support the newly formed central IT department.
A consolidated asset register within Supportworks ensures that the university knows exactly what equipment and software it has.
Carolyn Saunders, head of ICT support at London Metropolitan University, said, “The Asset register has helped in a number of ways. With external contracts for hardware maintenance we now have a much better oversight of what is covered by contracts, helping to cut the costs by around 40%. And keeping more accurate records has reduced our software licensing costs by 20%.”
Saunders said, “The roll out of the new service desk has provided a unifying element. Everyone is now able to see what everyone else is doing, and it has broken down the barriers.
“We can now produce good clear reports for the executive group, so that they can see how the team has responded to requirements. The fact that the performance data is now in an easy-to-read graphical format has also resulted in a lot of positive feedback,” she said.
Supportworks is used by first, second and third level support personnel and covers all IT and telecoms requirements.
Calls that can not be dealt with by the first level service desk are passed to second line support which is spread across all locations. Any calls that they do not resolve are passed to third line support that includes a systems team, MIS, networks and intranet support.
The university is able to provide support to part-time and overseas students via a password-secure student portal. Using the self-service portal, students and staff have 24/7 access to the knowledge base and FAQs, freeing up service desk staff from routine queries.
Supportworks is integrated with other systems such as student records systems, enterprise directories for staff authentication records and desktop management systems.
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