Service Desk Software

A UK Publishing House

THE CHALLENGE

The IT function of a large media company was highly decentralised. 18 local centres had IT help desks with their own processes, tools and KPIs. It was very difficult to compare performance across the different centres and the opportunity to improve efficiency across the business was not being fully realised. The client had made the decision to restructure to have 5 regional IT departments.

The challenge was to implement a tailored and pragmatic version of a best practice framework, based on ITIL. A particular priority was to replace the existing help desks with ITIL compliant service desks using a single service desk application. 150 IT staff needed to be trained in a different way of working.

THE APPROACH

The initial stage of the project involved an RFI/RFP procurement process including ITIL workshops. Once a single tool was selected, a 3 month implementation phase was established. Qedis took on an advisory role to a team that worked with vendor staff to configure the new tool, design their ITIL processes and launch the new service desk infrastructure in 3 regions.

THE RESULTS

- Central Service Desk application selected and implemented in 3 of 5 regions in initial rollout, replacing existing disparate help desk Systems

- Annual cost savings

- Service Desk reporting, allowing IT management to easily see and compare performance across all desks

- Improved and common processes for Incident Management