Making extraordinary service the norm: The Scottish Government sets the standard in service management for others to follow
More than 100 senior IT leaders met at the industry’s blue ribbon event, SITS, in London last month to listen to the Scottish Government’s success story of delivering true innovation in IT Service Management.
Graham Mitchell, Head of IT Support at the Scottish Government, showcased the government’s challenges and experience of moving their service management provision beyond IT to HR, Finance and even Agriculture.
Graham said “assyst has given us the opportunity to have control of every area of the business, with more and more agencies coming on board. It truly does drive efficiencies across the business and is a 100% gain for everyone.”
Graham continues, “Over and above the relatively simple introduction of the solution into our organisation, assyst has allowed the Scottish Government to quickly adapt our service delivery models to whatever requirements or demands the business makes of us. From the extraordinary events held in Scotland during 2014, to the new customer demands of agile working, assyst has been the foundation on which we have been able to quickly define, design and deliver new support models and services. Axios have also been extremely hands-on and helpful on this journey.”
Tasos Symeonides, CEO at Axios Systems said, “The number one challenge for IT leaders is to support and enable the effective service delivery in other business areas such as HR, Facilities, Legal and Finance. We’re delighted with what the Scottish Government have achieved with assyst, both within IT and by extending their services within the various business functions across Scotland. We look forward to continuing this strong partnership to help deliver further efficiency and innovation across the government and be a true example of best practice service management to inspire others.”
The full Scottish Government assyst case study can be viewed here: http://bit.ly/CS_ScottishGovernment
 Deloitte CIO Survey, December 2014, www2.deloitte.com/uk/en/pages/technology/articles/cio-survey.html
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