An NHS Trust has improved service to users with a shared service desk application.
The Primary Care Informatics Unit (PCIU), responsible for providing IT services to NHS Blackburn with Darwen and NHS East Lancashire, has used the application to circumvent the national service desk, escalating queries straight to local service providers.
The shared service receives up to 250 calls a day from community staff, close to one hundred GP practices and sixty locations.
The Trust implemented ITIL-based service management software Sostenuto 18 months ago and achieved National Service Desk Accreditation last year.
IT section manager Matt Dyson said: "Users have seen a vast improvement since we implemented Sostenuto. Jobs get resolved much faster since we no longer have to go through the national service desk, and we have been able to automatically allocate jobs to engineers via e-mail."
Analyst firm Gartner has said in the past that organisations can save as much as 10 to 20 per cent of their enterprise content management costs by moving to a shared services model.