Press Release: Barnardo's chooses EMC Infra service desk to take care of business
News20th October , 2008
Leading children's charity Barnardo's has selected EMC Infra service management software to support its use of ITIL best practice processes.
In a full market review, the EMC Infra service desk was clearly preferred for its 100% web-based platform, usability, ease of customisation and advanced automation capabilities. The charity implemented the new service desk within just seven weeks, including populating the CMDB with third party data, in addition to rolling out Incident and Problem Management and the integrated Knowledgebase. First line resolution is now running at 85% with on-screen dashboards providing visibility of key performance indicators for improved decision-making and control.
Ashley Hanson, Head of IS Service Management at Barnardo’s comments, “EMC Infra’s partnership approach has helped us to create an extremely flexible system that supports over 7,000 IT users UK-wide – from HQ staff and charity shop workers to staff and children in our specialist projects. We now have a firm basis for delivering best practic e IT Service Management and for embracing future challenges such as our planned migration to ITIL 3.
“We cannot praise the EMC Infra project management team too highly for their dedication in helping us achieve what was a very ambitious go live date of just seven weeks.”
Using out-of-the-box snap-in connectors, Barnardo’s was able to populate the CMDB with key user data held in Active Directory. Creating a simple link between the existing EPO system and the EMC Infra system has also enabled service desk analysts to view the status of every user’s PC or laptop when logging calls, and keep information about disk space available and software applications up-to-date.
With EMC Infra’s integrated Knowledgebase calls are automatically linked to known errors for faster resolution with frontline service desk team consistently closing 85% of calls received. Half of all calls are now initiated via emails, which are automatically logged within the Infra system, freeing up analysts’ time.
Up to 8 customisable dashboards are available on any screen, making it easy to monitor vital performance indicators such as call levels and categories of calls. EMC Infra’s powerful workflows will also be used to automate the new starter process so that all staff have access to the equipment and email accounts they require within 24 hours of joining Barnardo’s.
About EMC
EMC Infra provides a 100 percent Web solution that automates IT Service Management processes throughout the enterprise. The award-winning ITSM software with integrated customer portal supports industry best practice methodology such as ITIL and KCS (Knowledge-Centered Support) and delivers the best upfront and ongoing value for comparative depth of functionality. See www.infra.co.uk
EMC Corporation (NYSE: EMC) is the world’s leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information. Information about EMC’s products and services can be found at www.EMC.com.
Contact
Janet Willis
Purple Moon
Tel: 07071 225 906
purmoon@aol.com
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