Childrens' charity boosts performance with online service desk

Children’s charity Barnardo’s has deployed EMC’s Infra service management software to help support 7,000 IT users UK-wide – from HQ staff and charity shop workers to staff and children in specialist projects.

Share

Children’s charity Barnardo’s has deployed EMC’s Infra service management software to help support 7,000 IT users UK-wide – from HQ staff and charity shop workers to staff and children in specialist projects.

Infra is a web-based, service desk product that helps organisations conform to ITIL (IT Infrastructure Library) standard procedures.

Barnardo’s deployed Infra’s service desk in just seven weeks, including populating the configuration management database (CMDB), and rolling out Incident and Problem Management and the integrated Knowledgebase functionality.

The deployment team used out-of-the-box snap-in connectors, to allow Barnardo’s to populate the CMDB with key user data held in Active Directory.

The charity works with more than 100,000 children, young people and their families in 394 specialised projects in local communities across the UK, and its service desk analysts can now see information about every user’s PC or laptop when logging calls.

The charity is reporting that first line resolution is now running at 85% with the IT team able to use on-screen dashboards to provide visibility of key performance indicators, which improves decision-making and control.

Ashley Hanson, Head of IS Service Management at Barnardo’s said “We now have a firm basis for delivering best practice IT Service Management and for embracing future challenges such as our planned migration to ITIL 3.”

He praised the EMC Infra project management team for achieving an ambitious go live date.

Find your next job with computerworld UK jobs