Core Categories

• IT Support
• Strategy & Transformation
• Information Security
• IT Recruitment
• Infrastructure
• ITIL Compliance & Accreditation

Chiltern PLC

Educating staff to Best Practice in order to make the IT Service Desk work effectively

Background

• The independent tax adviser wanted to adopt ITIL Best Practice but needed help implementing it and educating staff
• Customer service needed some improvement: the in-house support processes were not well defined and had become unsuitable and inefficient
• Noticeable results were to be given as quickly as possible

Plan-Net\'s intervention

• After meetings with key people to define problem areas, priority was given to the Service Desk and Incident Management areas
• Plan-Net proposed and implemented a flexible solution that rapidly delivered the majority of the ITIL benefits with minimum cost and resource investment
• ITIL awareness training was delivered among support staff to gain their commitment and develop their understanding of the ITIL framework
• Next step in the project was reworking the current process of managing calls - key issues included effective prioritisation, measuring and reporting as well as communications
• Permanent staff were employed with the help of Plan-Net\'s extensive experience in recruitment and in defining roles
• Internal restructuring led to a merged IT and Facilities Service Desk, forming a one-stop-shop for queries, which Plan-Net readily accommodated

Results

• Some very positive feedback was received thanks to marked improvement in customer service over the six months of the engagement
• All contact with the Service Desk is now recorded and all calls are captured and managed through a repeatable process
• If initially 60% of users used the phone to access the Help Desk, now the figures shifted towards email queries thanks to increased user confidence in a rapid response
• Chiltern now has a more focussed IT department with a much clearer vision of where it is going while Plan-Net helps them progress towards a framework recognisable as ITIL Service Management

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