Virgin Money implements Axios IT best practice

The financial services arm of Virgin has reduced calls to its IT helpdesk by 40% and freed up time for the service desk to focus on strategic work after installing service management software.

The financial services arm of Virgin has reduced calls to its IT helpdesk by 40% and freed up time for the service desk to focus on strategic work after installing service management software.

The company, which is vying to buy troubled bank Northern Rock, has installed software which automatically gathers technical information about the company's IT systems and makes it accessible on one database used by the helpdesk,

The project is part of Virgin Money's programme to implement the ITIL 2 best practice standard.

"We had a product that was not meeting our IT services needs," said Wendy Peck, service support manager at Virgin Money. "This system frees up time and gives us more scope to do proactive work."

The Axios Assyst software features a portal that helps staff find answers to simple problems without calling the helpdesk.

The company initially used the system to allow staff to pre-order their lunch, as a way of encouraging them to take up the new portal.

"The lunch ordering system has been one of the most popular quick wins for the IT department," said Peck.

Virgin Money has 300 UK IT users and is able to cater for their needs with 20 licences, which can be used by different people at different times.




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