Building designer Cundall has installed e-Service Desk software to automate incident management and service requests within IT departments across the company's international network, including the UK, Dubai, China, Spain and Romania.
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The second and final phase of e-Service Desk implementation at Cundall will include problem management and change management modules.
The company will use the software to align IT with its business processes, ensuring compliance with the IT Infrastructure Library (ITIL) framework, the globally recognised best-practice approach to service management.
"The implementation of e-Service Desk is really an extension of ITIL best practice, but specifically for the company's IT operations internationally," says Mike Hanna, Cundall's IT director. "IT plays a big part in enabling us to meet the requirements of our clients."