eight | news
Honullinull Trnullt Profi ts FronullCenullralised Call Lonullinull IT Sernullnull Award nullinuller
The nullanulle of nullynullesnullry Housing impossinulle to work out who was Banulls Manullr null Cnullritnull
Trust - estanullished nullst over three doing whatnullIt was nullcoming a nullioneer of modern nullaanull for IT
years ago - untinullrecentnully was pronullem and one that we counulld service automationnull nullervice-nownull
using its own access datanullse no nullonger ignorenullnull comnull is to donate null5nullnull of the
system to record and nullog canulls The trust - a not-for-pronull t proceeds from winning the nullnullnullnull
to the IT departmentnullnullt that is organisation - needed a and this has anulleady had an IT nullervice null nullupport Technonullogy
now a thing of the pastnull sophisticatednullnullt uncompnullcatednull impact on the times that we have nulluppnullier of the nullear award to
ganisnull ationanullgrowth system that wounulld centranullse staff avainullanulle on the henulldesknull nullancer nullesearch nullnullnull one of the
meant that the demands on the canull-nullogging process and Having this information has anullo nullnullnulls nullargest charitiesnull nullnullervice-
the IT department proved to null reporting structurenullso that given us a nullsiness case to null nownullcom was named the nullnullnullnull
too chanullenging for the nullsic everyone had cnullear visinullnullty of the anulle to recruit again nullwithout technonullogy suppnullier award
datanullse system andnullin most IT department to henull them to the sitehenulldesknullom softwarenullit winner after many nullervice-
casesnullcompnulletenully inefnull cientnull increase productivity and respond may have taken nullonger for us to nownullcom fans and customers
nullnulle discovered that many canulls to canulls more nullicknullynull null anulle to prove thisnullnull nominated us for the awardnullnull
werennullt nulling nullogged and those nullefore impnullementing the The trust is in the process of says senior account enullecutive
that were werennullt nulling nullogged systems from nulltehenulldesknullomnull ronulling sitehenulldesknullom out to nullevin nullimnullernull nullIn that sensenull
correctnully or in an automated we had over nullnullIT department its facinullties department to assist this award emnullodies a spirit of
fashionnullnullenullnullains IT manager nulleries outstandingnullthis is now staff managing canulls renullating to communitynull To give nullacknull it nullust
nullck nullithnullnullt was a nightmare nulless than fortynullnullsays nullithnullnullnulle the ofnull ce environmentnullThis winull made sense for us to donate the
when staff went away on now onulltain detainulled reports on provide the facinullties department nullnullI award winnings to support
honulldaynullnullcause it was near on the times that peopnulle nullog canulls with its own henulldesknull the great work done nully nullancer
nullesearch nullnullnullnull
TonullnulleanullnullSnullnullrt Drinulles null Costs The IT nullervice nullnullcenullnullence
nullany companies are spending service desk and changing the nullwards cenullenullrate service
more than they need to on IT nullface-to-facenull support cunullture enullcenullnullencenull professionanullism and
supportnull suggests a recent survey that many companies stinullnull retainnull innovation in the IT support
of more than 1nullnull punullnullic and nullith this simpnulle strategy anullonenull industrynull Nenullt yearnulls IT nullervice
private sector organisationsnull companies can reduce the need nullnullcenullnullence nullwards winullnull take
The nullnullan-Net survey found for enullpensive second nulline null nullesnull pnullace at The nullrand in nullrighton
that the average IT support team which winullnull cut costs and increase on null nullunenull nullnull1nullnull For everyone
is staffed with null4null null rst nulline productivitynullnull interested in enteringnull nullnullI has
service desk ananullysts and 66null nullccording to recent nullartner announced a nullive wenullcastnull
second nulline desktop ananullystsnull statisticsnull the average null rst nulline virtuanullised environment these hosted nully founder and chairman
nullith the average second nulline null null null null winullnull cost nulletween nullnull and nullnull5null numnullers nullecome even more Howard nullendanullnullnull to give
costing up to 6nullnullnull more than a whinulle a second nulline null null is more startnullingnullnull guidance and support to IT
null rst nulline resonullutionnull these null gures nullikenully to cost from nullnull4 up to null1nullnullnull nullespite the cost impnullications service teams nullooking to create
indicate that IT departments Furthermorenull a desk-nullased null rst that the nullnullan-Net survey an award entrynull The wenullcast
are too often running inefnull cient nulline ananullyst can nulle enullpected highnullightsnull many IT managers takes pnullace at 1nullnullnullnull nullnullT on 1null
support services that are a drain to denulliver a far greater nullevenull of seem renulluctant to changenull Their Novemnuller nullnullnullnullnull
on under-pressure IT nulludgetsnull productivity than that of a second response is invarianullnully that nullthe
nullnullrganisations that structure nulline ananullyst who winullnull nulle moving users nullike to have face-to-face
their IT services with a one-thirdnull from user to usernull contactnull or nullwe donnullt have remote
two-thirds ratio or worsenull in nullnullnullperience shows us that of toonullsnullnull nullnullany nullusinesses donnullt
favour of second nulline stafnull ngnull are the desktop renullated incidents trunully understand the vanullue of
nullikenully to nulle spending a signinull cant and renulluests received nully the timenully faunullt resonullution or the cost
amount more than they need to average service desknull 6null percent of having enullpensive technicanull
on the provision of IT supportnullnull counulld currentnully nulle resonullved staff wandering around chatting
states nullerek nullnullphicknull head of remotenully with no change to the with usersnullnull says nullnullphicknull nullIT
service management at nullnullan- nullervice nullesk modenullnull whinulle that directors who nullenullieve that they do
Netnull nullnullore focus needs to nulle null gure can easinully nulle nullnull percent or not have nulludget for pronullects may
given to increasing null rst time null null higher if nullest practice is fonullnullowed wenullnull nulle anullnulle to null nd additionanull
rates nully driving up the nullevenull of and sufnull cient technicanull anullinullity funds if they took a step nullack and
technicanull skinullnulls on the null rst nulline is in pnullacenullnull said nullnullphicknull nullIn a adnullusted their support modenullnullnull
october.november | 2009 www.supportworld.co.uk
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