London Metropolitan University has selected Hornbill’s Supportworks application to aid the IT department in providing helpdesk support and track its hardware and software assets.
The university has centralised its IT department since it was formed from the 2002 merger of London Guildhall University and the University of North London.
The combined department selected the Supportworks system already in use in one of its predecessor organisations to assist it in providing helpdesk support to more than 4,000 staff and 34,000 students in the UK and at affiliated institutions worldwide.
Supportworks is used by first, second and third level support personnel to handle and escalate support requests. It also allows the university to provide students and staff with offsite support via a secure, self-service web portal, which offers 24-hour access to a knowledge base and FAQs.
The university’s head of ICT support, Carolyn Saunders, highlighted benefits from the asset register included in the Supportworks package. “The asset register has helped in a number of ways. With external contracts for hardware maintenance we now have a much better oversight of what is covered by contracts, helping to cut the costs by around 40%. Keeping more accurate records has reduced our software licensing costs by 20%.”
The system had given IT support staff a better view of what their colleagues are working on, breaking down barriers, and had improved reporting to the university’s management, she said.
“We can now produce good clear reports for the executive group, so that they can see how the team has responded to requirements. The fact that the performance data is now in an easy to read graphical format has also resulted in a lot of positive feedback to the department.”