The University of Gloucestershire has extended the use of its IT service desk to handle facilities management.
The two departments are working together to offset the initial investment of installing Sunrise’s Sostenuto in 2008. ICT saw its service level performance rise from 70 to 90 per cent, and so it was decided to extend the use of the software to manage the myriad of calls that the facilities department receives from its 11,000 students and 1000 staff.
“Our main drivers for the project were threefold,” explains Andy Simpson, head of facilities. “To offer a better service to our customers, maintain accuracy of records and ensure legal compliance. The reason we chose Sostenuto to drive forward our facilities function was not just that it had been tried and tested in IT, it was also the software’s inbuilt flexibility to accommodate our specific needs.”