One of the key factors for choosing Supportworks ITSM was its ability to provide the majority of the requirements ‘out of the box’, while being easily configurable to suit Flagship’s exact needs. Flagship also wanted to introduce the principles of ITIL, the IT Infrastructure Library which forms the basis of the internationally recognised quality standard, IS 20000. With many of its staff ITIL trained, Flagship has been able to standardise IS roles and procedures across all the sites, ensuring adoption of best practice and improving the way the service is managed and delivered.
Since implementing Supportworks ITSM in early 2006, Flagship has seen considerable business benefits, including improved management reporting as a result of the performance data and information collected. Using the data the IS team is able to identify user training needs as well as ensure SLA deliverables are met.
Call scripting has also resulted in a significant increased number of fixes at the point of first line support – a key measurable in the SLA. Flagship has used Supportworks ITSM’ online customer survey function which has enabled them to continuously measure and meet its Service Level Agreements. Following the initial success of the system, the company is planning to introduce Supportworks ITSM’ web self-service feature and promote the benefits amongst its users.
“We used to deliver a support service to the Royal Navy for over 1750 users on workstations connected up to the server. Now we support over double the number of users for the same cost and at a higher service level thanks to dedicated staff, the new ‘thin client’ architecture and Supportworks ITSM. ” explained Darren Nice, Head of Information Systems at Flagship .
“Not only did Supportworks ITSM fit the bill to deliver exactly what we needed, Hornbill also rose to the biggest challenge that we set them and installed the initial solution which covered Incident Management and SLAs in just thirty days.”
Gerry Sweeney, Managing Director at Hornbill Systems commented, “Flagship has made the most of the key features of Supportworks ITSM, and the Royal Navy are realising the benefits in terms of faster resolution and better service. Meeting Flagship’s challenge of a 30 day installation would be out of the question for most vendors, but Supportworks ITSM’ out-of-the-box installation is fast, and customisation is easy.”
About Flagship Training Limited
Flagship Training Limited is a leading provider of training solutions and support services including facilities management and construction. Its expertise is widely recognised; from training engineering apprentices to designing training technology solutions for military customers.A joint venture between two leading defence and government services organisations BAE Systems and VT Group, Flagship was formed in 1996 when a groundbreaking partnering agreement was signed with the Ministry of Defence to deliver support services to reduce expenditure and generate income for the Royal Navy.
Flagship is one of the top ten providers of facilities management services to the Ministry of Defence, It provides IT management and training support across the major naval establishments. As a leading Prime Contractor, the company designs and constructs complex training facilities and accommodation across the major naval training establishments. Its expertise spans supply Chain Management, Public Private Partnership, Private Finance Initiatives and project managing complex projects.
For more information please visit www.flagshiptraining.co.uk
