Three authorities call up assystance for Help Desks
The authorities are the City and County of Swansea, Somerset County Council and Northumberland County Council.
Swansea has set up a new Help Desk as part of its Best Value Initiative. "This is an important step towards improving our overall service quality and our needs analysis showed it was probably our biggest challenge," said Greg Goold, Head of IT.
The previous Help Desk provided mainly technical support for Unix and was consequently by-passed by many users. The contract to provide software was put out to tender with a key criterion being that it had to comply with the IT Infrastructure Library (ITIL®) framework.
"assyst gives us excellent statistics," Greg added. "For instance, it analyses calls from different departments and tells us where the problems are; this helps us deploy resources more effectively.
"Users also told us, through an internal survey, that although we were solving problems we were not telling them what we were actually doing. The new system allows us to give them accurate status reports and creates a good discipline of all-round communication. At a glance, assyst provides accurate up-to-date information which is communicated to everyone concerned."
Suzanne Wadden, Manager of the Desk which serves 3,500 internal users, said the authority wanted a product which would facilitate the integration of all ITIL® disciplines into its Service Improvement Programme. "assyst allows us to manage the flow of work to our service departments and monitor resource usage. Feedback so far has been very positive," she continued.
Project Officer on Somerset County Council's Help Desk implementation, Pauline Gould, said the new system would improve customers' perceptions of its service and provide many practical advantages. “They will only have to call a single number to get quick and effective action without worrying about the nature of the problem,” she commented.
Somerset is initially merging two Desks to provide a one-stop shop for its education users before extending the service to all 8,000 users. Currently it has separate functions for the central ICT unit, education,social services, and environment/property.
"The new service will allow our staff to diagnose more incidents at the first reception stage,” Pauline added. “With assyst we can assign calls to any part of the ICT function immediately. It will save a lot of time for our second line people too since many problems won't have to be referred onwards. The solution will save time and money, and avoid lost calls.”
Northumberland County Council has a user base of around 2,500 including four district councils with which it has Service Level Agreements. assyst, which replaces an in-house system, “will give us better reporting and monitoring, a knowledge base and the ability to prioritize problems more effectively,” commented Project Leader Simon Scott.
assyst is used globally by both private and public sector organizations. Designed for organizations with more than 1,000 PCs, it adheres to the ITIL® framework and the BSI Code of Practice for Effective IT Service Management.
Axios, based in Edinburgh, also has clients in central government, finance and banking, retail, transport, telecommunications, accountancy, utilities and industry.
Axios Systems is a leading provider of Best Practice-based IT Service Management (ITSM) solutions. Our customer-centric approach combined with our award-winning solutions, ensure customers worldwide can align their Service and Support organizations with the overall business goals. Our core solution, assyst, intuitively steers users through the ITIL® processes. Axios Global Services provides a range of consulting, project management and training services. Our commitment to Best Practice is demonstrated through being the first to achieve BS 15000 certification which has now become, ISO/IEC 20000, the International standard for ITSM. Axios is headquartered in the UK, with offices across the Americas, Europe and Asia Pacific.