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Barclays praised by Help Desk Institute

Karl Flinders

Barclays has been singled out by the Help Desk Institute (HDI) for the quality of its IT Service Management on a global scale.

The bank's IT Service Desk team, which has 280 staff, achieved the highest possible score in all eight of HDI's assessment categories. These are leadership, policy and strategy, people management, resources, processes and procedure, people satisfaction, customer satisfaction, and performance results.

Barclays used the HDI's standards to benchmark its services and is the first global organisation to achieve HDI's Four Star Professional Service Desk Certification.

Steve Wignall, head of service desk at Barclays, said the bank used HDI's standards from the beginning to benchmark just how well the IT service desk is performing.

"The goal is to reach such a high level of confidence in your IT that it empowers the whole business to succeed," said Wignall. "We will continue to drive the performance of our service desk to even higher standards to support Barclays' customers and colleagues. Success is about not having IT failures, not being the best in the world at fixing them."

Howard Kendall founding director at HDI, said Barclays is leading the way in the provision of quality IT Service Management on a global scale. "It has embedded extremely advanced ITIL processes throughout the organisation and this has successfully ensured that all their IT systems are fully aligned to the long-term business objectives of the organisation."


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