Published on December 11th, 20090
London calling…just less frequently
London Borough of Havering, the third largest borough in the capital, says it has improved the level of support offered to 3,000 staff since installing service desk software from Hornbill.
Supportworks ITSM from Hornbill was chosen from a shortlist of six other products because of its â€˜functionality and ease of useâ€™.
Brynley Giddings, Havering Councilâ€™s service desk manager, explains the benefits of the product.Â â€œSupportworks ITSM provides a much clearer picture of the 3,000 calls we are taking each month.Â We are able to carry out root cause analysis and identify the common issues, enabling us to respond and resolve incidents more quickly, rather than just fixing the same problems one at a time.â€
The next step in the project is to roll out Hornbillâ€™s self-service technology which will eliminate pressure on the service desk by allowing users to log and monitor their own issues.