“Previous IT service desk solutions did not allow us to effectively support our wider business objectives, such as reducing cost and maintaining high customer service levels,” says Louise Day, Head of IT at CICA. “IT was restricted by logging problems, as the old system was slow and inconvenient. Using LANDesk Service Desk enables CICA to free up user time, which was previously spent calling IT, to spend on victim support. In addition this also helps us understand more about the IT issues that cost the business time and money. On average we have around 1,500 calls per month, and with Service Desk we can now dig deeper into why these issues are happening, allowing us to be more proactive in our approach to managing IT.”
LANDesk Service Desk gives employees/end users the ability to log and monitor the progress of their own incidents at anytime from anywhere. Since the implementation went live in August, the IT department has seen many benefits including time savings, effective monitoring of issues, and back-up functionality—all of which previously didn’t exist. With more independent users, the number of calls and emails the IT department has seen in the last three months has been dramatically reduced.
“The nature of CICA’s business means that users need to be able to function effectively throughout their day; otherwise, callers aren’t receiving the quality of service they deserve,” says Nigel Seddon, Regional Director Northern Europe, LANDesk. “Service Desk empowers users and cuts out admin tasks for the IT department so that they can focus on more proactive and strategic activities.”
“IT is the backbone of business efficiency and an effective service desk is the gateway to achieving a more productive, cost-efficient environment,” states Day. “The comprehensive service management solution from LANDesk is crucial to enable us to manage IT effectively. It’s bridging the gap between end-users and IT. This has given CICA both a short term fix in wasted administrative time and visibility into IT strategy issues.”
