23/11/2009
By Scott Thompson
Comet has dramatically improved IT service provision to 10,000 employees with Hornbill's Supportworks ITSM.
Since implementation, visibility and trend analysis of calls has enabled the IT service desk to reduce call volumes by 40 per cent. The department uses Supportworks ITSM for incident management, problem management and is about to go live with change management. In addition, the HR department is also using the solution to manage enquiries from employees.
Rob Gwatkin, service desk manager at Comet Group, says: "Since implementing Supportworks ITSM we have been able to manage and measure calls, enabling us to successfully implement Service Level Agreements (SLAs). Our SLA rates now reach 94 per cent consistently, and with the measurements we have in place we are able to demonstrate that of the fixes that we carry out, 80 per cent are much faster than the SLA target. Now as a department we often receive 'thank yous' from colleagues across the business."
The IT department is planning to introduce Customer SelfService. Gwatkin explains: "Customer SelfService through Supportworks ITSM is the next big delivery for us - the benefits of this will be huge - our target is to reduce our call volumes by 50 per cent giving us a total reduction of 70 per cent since implementing the system."
