Admiral insurance is using helpdesk-management software to support its effort to meet Information Technology information...
library (ITIL) compliance.
The £708m company has implemented Metastorm's e-Service Desk Process Pod helpdesk management product to complement its business process management software from the supplier as well as a helpdesk service from Metastorm partner ICCM.
ITIL is a framework designed to enable businesses to deliver IT services and manage IT operations.
The Admiral Group, which sells private motor insurance as well as cover for breakdown, car hire and legal expenses, employs more than 2000 people at its offices in Cardiff and Swansea.
Kath Buckley, IT helpdesk manager for Admiral Group, said the company was looking for a product to help it progress down the "ITIL path".
"We had started to establish incident management and were eager to take this to the next level and were keen to continue with the ability to assign incidents from a centralised service desk to our engineering teams," said Buckley.
The IT department has set itself tough targets in terms of technical support. "The single greatest gain we have made is in our ability to focus more clearly upon the quality of service delivered to our [internal IT user] customers. We have a right-first-time approach as an IT Department for all aspects of our customer service," said Buckley.
The product has helped the company improve its incident management, with communication between IT teams and the categorisation of all calls in line with service-level agreements.
The software includes an automated e-mail system that helps the IT department understand the status of any incident, and an electronic customer satisfaction survey provides customers the ability to feedback on the service delivered.
Admiral's IT department will now focus on deploying change management functionality and the creation of a new portal for internal IT users. "We will then be looking to introduce configuration management and an engineer-orientated Blackberry portal," said Buckley.Comment on this article: firstname.lastname@example.org