CSE Servelec Limited has an impressive customer list: preferred supplier to the NHS Connecting for Health’s National Programme for IT, the company also provides real-time business solutions to customers such as Severn Trent Water, the Meteorological Office, BP and the Environment Agency. Supporting these solutions can be complex, however it’s partly through excelling at this that the company has managed to grow extensively over the past year, and is now undertaking a seven figure office expansion as a result.
How has this been achieved? From the service point of view, this success can be put down to a thorough understanding of ITIL and how it can apply to an external customer service environment, underpinned by Sunrise’s web based software Sostenuto.
Integrated ITIL
Service Delivery Manager, Kate Stead, has been CSE’s ITIL spearhead since she joined two and a half years ago. The Support teams provide support at a third line level for the health, power & utilities and oil & gas sectors.
“We have implemented ITIL over 2 years to the degree we were aiming for.”, says Kate. “Sostenuto has provided a platform that facilitates greater joined up working between departments and helps to link the ITIL processes together: incident, problem, change and release. For example an analyst working on an incident can also see related problems and changes.”
“It has not only provided us with greater transparency internally but via Chameleon (the web based version of Sostenuto) our customers are also benefiting from direct visibility of progress on their incidents.
Key system
As well as the high degree of integration, the software appealed because of its flexibility. This was particularly important to us as CSE was and still is in a period of rapid growth. “The configurability of Sostenuto has already helped us to develop it to meet our growing needs and reporting requirements. For example, we were able to create a bespoke module within the system to manage software changes for our own development team.” Sostenuto now interfaces with CSE’s software repository.
“Sostenuto is used in many different ways by different people within the company and is rapidly becoming a key system for us”, says Kate.
Introducing ITIL is a significant project, especially when the team has to deal with business growth alongside that.
In Kate’s own words, “Putting in place ITIL and Sostenuto has also meant introducing more comprehensive reporting. This is essential in giving customers the reassurance that they are receiving great service, but also provides the statistics for the management team to monitor performance.”