Natural History Museum sees benefit of ITIL-ready system

The Natural History Museum in London has adopted a new service management system that supports the ITIL best-practice framework.

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The Natural History Museum in London has adopted a new service management system that supports the ITIL best-practice framework.

The museum, which was visited by nearly four million people last year, will adopt Hornbill Systems' Supportworks ITSM software in a bid to improve service levels within its 1000-strong IT department.

Gavin Malarkey, IT services manager, said Supportworks was chosen because it suited the museum’s adoption of the ITIL framework for IT service best practice . It will also integrate with the museum’s existing LANDesk software and hardware management suite, and other databases.

“Since implementing Supportworks ITSM we are moving towards more formal processes for dealing with problem management,” he said, adding that the museum was able to adopt ITIL gradually instead of risking disrupting the IT services on offer. The integration was carried out by Hornbill reseller SSI Computer Services, and took six months.

The IT team had improved its customer service, deploying its staff more efficiently to meet demand and increasing service level agreements, Malarkey said. Service requests, incident handling and IT orders were all easier to manage, he added.

The reporting functionality within Supportworks enabled the IT team to use call data in the reports to track calls and ensure resolution, as well as enable them to work out trends and plan resources more effectively.

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