The Navy, Army and Air Force Institutes (NAAFI), which provides catering, retail and leisure for the British Armed Forces based across the world, has centralised its IT service desk.
To facilitate the move, the not-for-profit organisation deployed ITIL-compatible service desk management software, Supportworks ITSM Foundations, from Hornbill. The software is running on a Windows Server 2003 system, on a HP DL36 G5 server, using MySQL.
Previously, the NAAFI provided IT support to end users via an external service desk managed by IT service desk support company Cyntergy and a separate in-house helpdesk operation.
Adiele Goodwill, IT operations manager at NAAFI, said that efficiency was the organisation’s main driver for centralising its service and helpdesks in-house.
“The software needed to support the three core ITIL processes for incident, problem and change management. Consolidating the helpdesk functionality was important to ensure that we could streamline our IT systems and benefit from business efficiencies,” she said.
The NAAFI IT team has a frontline service desk, which has support teams that progress logged calls. The service desk is manned from 7am to 10pm, but the software also has a SelfService portal that allows users to log or view the status of a call after hours.
“This is particularly helpful because of the different time zones where our staff is based,” said Goodwill.
The software also has a ‘KnowledgeBase’, a repository that NAAFI has filled with known problems and answers. It said that this has reduced the number of calls made to the service desk, as users can look up queries in the KnowledgeBase first.
NAAFI can also use Hornbill’s software to run reports to monitor its performance in responding to calls.
“We can use the business reports drawn from the system to measure our improvements and identify areas for work to drive up our service delivery,” said Goodwill.
Furthermore, NAAFI is considering tracking its geographically-spread assets using Hornbill’s Assetworks management and asset discovery software.
“Asset management is an area that we would like to improve as we don’t have a system that can routinely track assets. With complex logistics and staff moving around, we often find that our assets are in different locations to those indicated in our records,” Goodwill said.
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