London School of Economics delivers enhanced IT service to staff and students based on Hornbill's service management software
September 8th, 2009 -- 11,400 staff and students reap the benefits of improved multichannel IT support including online chat and walk-in 'surgery' sessions
According to James Hargrave, User Support Manager in IT Services at LSE: "We were looking to introduce some ITIL processes and needed a solution that could handle Change and Configuration as well as Incident Management. The staff preferred Hornbill's user interface to the other alternatives we evaluated and we felt that the system worked well out-of-the-box, yet gave us enough scope to configure it to our needs.
We have maintained our service levels and are consistently meeting our SLAs, despite an increase in call volumes. This has been achieved within existing staffing resources as a result of working more efficiently. There is no doubt that the investment that we have made in Supportworks has been excellent value for money as we have been able to achieve many productivity gains."
The IT department is using the call statistics captured by Supportworks ITSM to identify peaks and troughs in workload. Call and user volumes are being tracked to identify patterns and plan the timing of Change Management programmes such as maintenance to the campus networks and upgrades to system software to minimise user disruption.
Gerry Sweeney, CEO of Hornbill Systems, commented: "In these challenging times we are seeing an increasing number of IT departments looking to improving efficiencies and work smarter. Supportworks ITSM has been developed to support service desks by providing a tool to manage and prioritise calls and workload, maximising the available resource. Automating routine processes and adopting ITIL working practices can enable IT departments to work more efficiently and provide a better customer service. Many companies are finding that utilising such a system can provide a clear return on investment to the business with the resulting end user satisfaction and improved productivity."
NOTES TO EDITORS
About The London School of Economics
The London School of Economics and Political Science (LSE) is one of the foremost social science universities in the world. It is a specialist university with an international intake and a global reach. Its research and teaching includes all of the social sciences, including economics, politics, law, sociology, anthropology, accounting and finance.
LSE has a cosmopolitan staff and student body, located within its London city centre campus. It has around 8,700 full-time students and over 800 part-time students at LSE from around 140 countries around the world. The School also has over 1,460 full-time and 1,320 part-time members of staff.
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Hornbill's IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.
Supportworksapplications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise.Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique 'Human Touch' features improve the service experience, putting people at the heart of the Service Desk.
Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.
Customers include: :Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.
Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill's service management solutions please visit www.hornbill.com.