I visited the Victoria & Albert Museum recently to record a short video with Grant Fettis (Change Manager) and Chris Nutt (IT Service Desk Manager) about their experiences of implementing Hornbill Service Manager. It was clearly a smooth experience, as Grant said, “I don’t think I’ve been through a simpler process of changing from one tool to another.”
Because the tool is so easy to use, it is now being adopted by other business units within the museum. Progressive Capture has simplified the way that data is collected from customers, so teams can respond faster and process more work. IT management is making extensive use of Dashboards to focus on areas for improvement and to support better decision making. The collaborative features of Hornbill Service Manager have greatly improved the flow of work and communication between teams.
The V&A IT teams are reaping the benefits of a native-Cloud solution and Hornbill’s continuous deployment approach, as new features arrive frequently, without any of the pains (backups, tests, broken customizations, etc.) typically associated with software upgrades.
I was delighted to hear Grant explain the difference that Hornbill Service Manager has made to his role as Change Manager. Grant uses the Boards feature within Hornbill Service Manager to run their CAB meetings. With full visibility and transparency of the change backlog, activities can be programmed tightly, so change management is more agile, and more work gets done.
At the end of the video, Grant says, “I can talk about how much easier it has made my life…it’s significant…I love it.” Thank you, Grant and Chris, it’s fantastic to hear that we’ve been able to make such a difference to how people and teams work together to deliver more value for the V&A museum.