Best practice principles offered by ITIL are being used to centralise IT support for four locations comprising Southend-On-Sea Borough Council.
The council’s IT team hopes that by adopting ITIL and upgrading its service management software to Hornbill’s SupportWorks, it will help deliver a more proactive service to end users of over 200 applications. The efficiencies gained by shoring up IT support processes is also expected to deliver ‘significant savings’.
“We wanted to be more service oriented in our approach to IT support, both to improve our overall performance and meet stringent targets as part of the new austerity programme that we are facing,” says Laurence Cops, ICT group manager.
The council looked at five offerings before deciding on SupportWorks, citing its functionality and ease of use as the reasons why it won through. “Since going live with Hornbill, we have already received excellent customer feedback that our service has improved. Through being more focused, we have been able to take a more proactive approach and work more efficiently, which has not only helped us to review our SLAs and meet our service excellence targets, we expect significant cost savings as a result,” concludes Cops.