Rushmoor Borough Council has selected Hornbill Systems' Supportworks ITSM Service Management solution to manage its IT services and support.
Supportworks was chosen as an established system that is ITIL-certified, enabling the IT team to follow service desk best-practice following ITIL standards.
Rushmoor's IT staff will be able to provide improved response to end-users, with a single telephone help number and e-mail address for all IT queries.
"We now have an excellent service desk that can use the ITIL best practice framework pragmatically, and which is supported by a proven system. It is pivotal to improving the IT customer service delivery desired by the council," said Nick Harding, head of IT Services at Rushmoor Borough Council.
The reporting functionality within Supportworks will also be beneficial to the IT team, enabling them to use data to track calls and ensure resolution of problems, measuring performance against agreed SLAs.
They will also be able to work out trends and plan resources more effectively, as part of the planning required to meet the council's strategic goals, said Harding.
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