Bernard Matthews gets 'bootiful' new IT servicedesk software

Turkey producer Bernard Matthews has installed a new business process workflow engine to improve work tracking and resource allocation by its IT service desk.

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Turkey producer Bernard Matthews has installed a new business process workflow engine to improve work tracking and resource allocation by its IT service desk.

The firm hit the news recently when 160,000 turkeys were culled in a bid to stop an outbreak of bird flu from spreading.

Bernard Matthews’ IT department is using Hornbill’s Supportworks software to help it deliver better support to the company, including its Hungarian and German operations.

It has implemented Supportworks’ business process workflow engine, the Visual Process Configuration Manager, and its Enterprise Support Platform to replace a support application that had been developed in-house.

Nick Frankland, the company’s technical support manager, said: “Before we went live with Supportworks we only really logged work that we did on behalf of our business users. Now we are able to track all work done by the department including work done by the development, infrastructure and server teams.

“This enables us to better plan our resources and ultimately to provide a better, more cost efficient service to the business.”

He added: “The implementation went very smoothly at a time when as a business we were under a lot of pressure. We received great support from Hornbill which helped us to achieve our target live date.”

The software has given the IT department visibility of all the work it carries out, greater control over calls assigned to maintenance contractors, and a better view of its service level agreements and call escalations.

It also automatically logs system alerts generated by the company’s network, servers or its IBM iSeries machines, and allocates the work via email, speeding up remedial work.

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