London Borough of Hounslow adopts ITIL Service Desk

News Release

The London Borough of Hounslow‘s IT department has selected ITIL Service Desk from IT service management software company Sunrise.

The software will be used by around 60 staff across the centralised IT department, supporting 3000 customers within the local authority as well as its ALMO (arm’s length management organisation responsible for managing and improving the Borough’s housing stock).

IT Front Line Support Manager Dave Brockis led the procurement process, as part of a drive to improve service and efficiency within the local authority.

“Our aim was to identify the most appropriate software solution to support the council’s IT transformation,” said Brockis. “We were clear in our minds that ITIL adoption was the best approach to achieve our goals, so a key factor in our decision was the way the software would translate the ITIL framework into working processes.”

The Council carried out a competitive tendering exercise which evaluated eight solutions against its criteria: to provide well designed ITIL 3 processes, with the scope to grow over time, and within budget.

“We chose Sostenuto based on a combination of its features, pricing and last but not least, its history of reliability in other installations,” explained Brockis. “We spoke at length with customers of Sunrise about their experience of implementing Sotenuto and the quality of the support they received. Based on the positive feedback we received, we made our decision. Sostenuto sat well with our vision of ITIL, was cost effective, and gave us plenty of room to develop it over time.”

The team will be implementing incident, problem and change management from the start.

“We are working towards ITIL 3 and Sostenuto was particularly well suited for this. It is important for us to be able to differentiate service requests from incidents, as service requests make up a significant portion of our calls. Being able to track this area will help us better manage our workload moving forward.”

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