The Natural History Museum has implemented a IT service management (ITSM) system to improve support to over a thousand IT users at the museum's London campus.
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The museum's IT team chose Supportworks ITSM from Hornbill Systems because of its ability to integrate with the organisation's existing systems.
"We wanted a flexible system that we could integrate easily with our LANDesk management suite and other databases," said Gavin Malarkey, IT services manager at the Natural History Museum.
Other reasons for choosing Supportworks ITSM was to enable the museum to develop service level agreements based on actual performance reports, to track calls, ensure resolution, and to adopt best practice based on the ITIL framework.
"The system's proven ITIL certification has enabled us to adopt the framework gradually and improve our customer service without the disruption associated with a 'big bang' style implementation," said Malarkey.