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First Rate Performance At The Barbican Axios Sweetens The Deal Avocent Signs Major
The Barbican, Europe’s largest Associated British Foods (ABF), International Law Firm
multi-arts venue and home to the the global retail group selling One of the leading UK law fi rms
London Symphony Orchestra, has well-known brands such as Silver Ashurst LLP, plans to streamline
adopted IT service management Spoon, Ryvita, Mazola, Twinings its IT service and drive service
solution Sostenuto by Sunrise and Pataks - and with more than management change through its
Software. The software will 96,000 employees in 44 countries - IT support operations to 2,000
underpin the provision of IT is to implement the assyst software staff and across other functional
services to the venue’s 700 staff, solution from Axios Systems to areas of the business.
as well as the smooth running enable delivery of IT shared services Karen Hewett, IT service
of business-critical applications, line. From the outset, staff have across its business units. delivery manager and part
such as the website and ticketing been empowered to log and track The ABF Shared Service Centre of the team that won ‘2009
service. their own calls, by accessing the has to demonstrate to its 14 International IT Team of the
“As a medium-sized platform’s end-user interface, business units that the IT service Year’ at the recent Legal
organisation, we wanted an Chameleon. As well as improving provided is agile and aligned to Technology Awards, said roll-out
intuitive solution that would service to the Barbican’s staff, this the changing dynamics in each of the LANDesk IT Business
help us to effectively streamline measure will increase effi ciencies business within the group. Working Management solution would
our processes. Sostenuto hit on the service desk, in particular with Axios, the ABF Shared Service reduce a reliance on manually
the mark, without requiring by reducing the number of follow- Centre expect to deliver effi cient IT intensive support processes
an onerous implementation up calls on open incidents. services to the ABF business units and introduce a central point
programme,” said Barbican to enable competitive advantage from which to optimise process
business systems manager in each of the market places they change.
Nicholas Triantafyllou. operate in. “We had been using
Sostenuto Foundation has The solution was set to go live an alternative incident
been implemented to facilitate for the Shared Service Centre management product, but
the deployment of core ITIL this summer. Then, in a phased realised we needed a full service
components such as incident approach, each of the group’s 14 management solution to give
management in the fi rst instance, business units will take advantage us a 360-degree view of the IT
with a view to introducing change of the solution during the following service we deliver,” said Hewett.
management farther down the 12-18 months. “We want to automate as
much as possible, so people
Trinity House Signalling Way can easily see the role they play
Trinity House, the General typical areas such as password in the overall process. This has
Lighthouse Authority for supporting those 350 users and access management; traditionally been managed
England, Wales, the Channel who generate 600 plus calls a hardware issues with desktops, through email or paper, making
Islands and Gibraltar, has month from services based at laptops and PDAs; software management of the overall
selected the Numara FootPrints four locations and a sprinkling problems, including email; support processes diffi cult.”
service management solution of home users. We have a depot Microsoft Offi ce, document A second phase, planned
to help improve service desk in Harwich, our head offi ce management, CAD drawing for later this year, will create
effi ciency and enable the in London, another depot in packages, and tailored a customer portal, which will
business to move towards Swansea and a forwarding base maintenance and accounts map, as well as help track and
adoption of the ITIL service in St Just, Cornwall. Additionally, software,” continued Page. optimise, end-to-end business
management framework. we have three support vessels, “Besides ITIL best practice, processes. And a third phase will
The on-going requirements which have satellite broadband another of our goals was a desire seek to streamline problem and
of Trinity House – which is for email and maintenance to bring various methods of change management procedures
responsible for a range of management use - meaning recording confi guration items to provide swift resolution to
general aids to navigation, from our users are scattered around and their changes into a central common IT and operational
lighthouses to radar beacons - the country,” explained Trinity database (CMDB). Having a problems. This will also form
includes the support of around House’s IT support manager CMDB of assets within Numara the foundation of a new
350 users. These are typically Steve Page. FootPrints means we’re now able centralised project management
on-site operations staff, such “Calls include providing to associate assets to incidents, platform, where new projects
as technicians going out to technical support for operational which, in turn, will improve can be tracked according to
lighthouses, lightships and buoys. and engineering staff – both our problem and change the processes mapped through
“We have 10 IT staff mechanical and electrical – in management.” ITBM.
august.september | 2009 www.supportworld.co.uk
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