Wolverhampton City Council Chooses Ionix Service Manager
NewsMarch, 2007
Council reduces outstanding calls by 70% using new Ionix Service Manager system
Wolverhampton City Council has selected Ionix Service Manager's ITIL Service Management software, Ionix Service Manager, to improve customer service and align IT support to the needs of the wider organisation. The Authority's Information and Communication Technology Services (ICTS) department uses Ionix Service Manager to support over 12,000 Council employees and local service providers, providing Incident and Problem Management and managing service requests using integrated Change Management and automated workflow. Ionix Service Manager's 100 per cent web-based solution was selected for its flexible out-of-the box functionality, comprehensive reporting and easy integration with third party applications.
According to Nigel Bacon, Technical Operations Manager at Wolverhampton City Council, "Quite simply Ionix Service Manager ticked all the right boxes for Wolverhampton City Council, meeting our requirements and providing best value for money for the depth of functionality required by the Council. With Ionix Service Manager software the move from reactive call logging to proactive service management has been entirely straightforward.
Our mission is to provide high quality yet cost-effective support for the Authority's diverse operations and we see our relationship with Ionix Service Manager as key to achieving this goal."
Ionix Service Manager provides out-of-the-box connectors to enable easy integration with popular third party applications, allowing ICTS to rapidly populate the Configuration Management Database (CMDB) with user and asset data from existing Active Directory and SMS repositories. The Service Desk now logs an average of 700 calls a week with analysts able to view the individual records of over 4,500 desktop and laptop systems using SMS asset tag data.
Using the Ionix Service Manager system, ICTS can escalate Incidents to second or third line support and track them through to closure, including issues relating to third party suppliers. Around 50 per cent of all calls to the Service Desk are now resolved within one hour and the number of outstanding calls at the end of each week has been reduced by 70 per cent. Proactive reporting of information relating to call type and length has enabled management to measure performance and identify training issues.
The integrated Change Management facility within Ionix Service Manager allows the Authority to record, prioritise and track Service Requests easily. Ionix Service Manager software provides easy-to-implement templates for standard tasks such as installing users, while automated workflow has streamlined Change and Authorisation processes within the Authority. ICTS is also using Ionix Service Manager's performance management tools to prepare formal Service level Agreements. Plans are in progress for a branded Customer Portal and Knowledge Base.
About Wolverhampton City Council
Wolverhampton City Council provides a wide range of public services including education and learning, health and social care, housing, transport and environmental services to an estimated population of 239,100 people. The Authority employs 12,000 staff engaged in over 600 trades and professions, playing an active part in helping to improve the local community. For more information see www.wolverhampton.gov.uk
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