Bob Sim, Service DeskTeam Leader
is a veryflexible solution.It allows us toconstantly improveand expand ourcustomer service.”
West Lothian Council
West Lothian Council (WLC), which recently won the prestigious title of UK Council ofthe year, has been using
as its preferred IT Service Management solution since1999. The IT team look after just under 10,000 end users in over 500 different locationsthroughout the council area, logging several thousand events every month.
The requirementThe solution
All incidents and changes are logged in
either by WLC’sService Desk or directly by the end user via
, the webuser self-service solution from Axios Systems. However, the toolsavailable to assist in job allocation did not allow the availableDesktop resource to be fully optimized. Jobs could only beallocated to the next available analyst, which made planninginto the future near impossible. Resource redundancies werealso not visible and it was increasingly difficult to respond toemergencies. In order to eradicate these inefficiencies and realizecost reduction potentials WLC wanted to integrate the resourceplanning into the Incident Management process.It was an obvious choice for WLC to manage their resources in
The customization of the
application took onlya couple of days from design to implementation to capture theadditional information required. In essence, two fields were addedto the Incident logging screen: ‘Scheduled Date’ and ‘EstimatedTime’. This data now provides the basis for continuously updatedResource Allocation Reports.
- the process