twentynulltwo | case study
organisationsnullas the nullite-nullnullenullprocesses
Case study: London School of Economics
of Incidentnullnullronullemnullnullange and nullset
nullnagement can prove hugenully nullnenull cianull
nullorganisations may choose to renull ne and
The nullondon nullchoonull of nullconomics and nullonulliticanull nullcience nullnullnullnullnull is one of
mature those processes to optimise nullnenull t
the foremost socianull science universities in the wornulldnull The IT department
over a nullonger period of timenullThe nullesson isnull
provides support nully phonenull emainull and nullvirtuanull assistancenull nulltenullt nullased chatnull
whatever your amnulltionsnulltake a null rst nullte
of ITInulland show that it can work for the
as wenullnull as honullding wanullk-in nullsurgery sessionsnull for student nullaptop usersnull
nullsinessnullit winull make the future pronullct much
more promising and widenully supportednull
null
ince impnullementing Hornnullnullnulls canull vonullmesnullThis has nullen achieved within
nullpportworks ITnull over one year agonull enullsting stafnull ng resources as a resunullt of
nullonnullt Call null nullnullnull null staff in null rst nullne support now use the working more efnull cientnullynullnullsaid Hargravenull
nulle tip to pass on is from a numnullr of system dainully to nullog anull incidentsnullas wenull The IT department is using the canull
Hornnullnull customers who have anull recentnully as to impnullement nullronullem and nullange statistics captured nully nullpportworks to
commented that the concept of nulladopting nullnagementnullwith pnullans to introduce identify peaks and troughs in worknulloadnull
ITInullnullhas met with either reticence ornullon nullonnull guration nullnagement and a new nullanull and user vonullmes are nulling tracked
occasionnulldownright hostinullty among IT and customer senullf-service portanullin the autumnnull to identify patterns and pnullan the timing of
service departmentsnullThe more pragmatic The IT team now has an overview of anull nullange nullnagement programmes such as
among them have addressed this nully simpnully canulls that come in and their statusnullso that upgrades to systems softwarenullto minimise
not canulling it ITInull nullanull your initiative nullervice when an end user canulls to fonullow up progressnull user disruptionnull
Firstnullnullnullervice nullnagement nullusnullor another anyone within the department can respond nullnullsigninull cant part of our IT nulldget
service-focused name and younullnulldenull ect those immediatenullynull is the peopnulle cost to run an IT services
with prenulldicesnull If the IT department identinull es a nullcknullog of department that is sufnull cient to meet our
work renullirednullit is anulle to react nullicknullynullfor end user demandnull There is no dounullt that
nullte-nullnulle ITInullcan prove enullampnulle nully re-prioritising canullsnull In additionnull the investment that we have made in
the vanulle of service
the team is anulle to see where canulls have nullen nullpportworks has nullen enullcenullent vanulle for
improvementsnullengender
passed on to second nullne support and what money nullit has more than paid for itsenullf in
is outstandingnull It anullo has an overview of the productivity gains that we have seennullnull
support and give you the
worknulloads across teamsnull said Hargravenull
connull dence to mature and
nullt is now much easier to track canulls as we
have totanullvisinullnulltynullnullsaid nullmes Hargravenull
adopt further processes in nuller nullpport nullnagernullnullnulle can see an
the futurenull
entire canull history and nullicknully identify what
the status is and what needs to happen nenullnull
It has fostered greater teamwork across the
Anyone Can Take A departmentnullandnullas a resunulltnullhas signinull cantnully
nullte nullt nullf nullnull improved our customer servicenullnull
Therenulls a nullesson we can anull take away from the
reanullty of ITInullimpnullementationsnullnulletting your enull enullck received from
sights nullow isnnullt negativenullitnulls hugenully positivenull
users indicates that we
nullte-nullnulle ITInullcan prove the vanulle of service
improvementsnullengender support and give you
are deanullng with
the connull dence to mature and adopt further
nulleries much
processes in the futurenullIn many ways itnulls nullst
common sense nulldonnullt nullte off more than you
more effectivenullynull
can chew nullf younullnullenullcuse the eendenull d use of
nullmes Hargravenullnullnull
the imagerynull take on nullst a few processes with nullnce impnullementing
the goanullof short-termnullproven success and nullpportworks ITnullnullthe
after that nullwenullnullyou can think anullut taking numnullr of canulls to the service
on the wornulldnullof ITInullat nulleastnull desk has increasednull nullnulle have
Hornnullinullnullnulls nullnullite-nullinullenull seminars offer maintained our service nullevenull
vanulluanullnulle advice on taking this approachnull and are consistentnully meeting
nullisit wwwnullhornnullinullnullnullcomnullnullitesinulle for more our nullnullnulldespite an increase in
informationnull
october.november | 2009 www.supportworld.co.uk
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