Consolidated IT Support for 28,000 customers

News Release

“Even the most reluctant users admitted within the first day that Sostenuto offered an improvement.”

Chessington, UK – 4 March, 2008

  • NHS shared services: consolidated IT support for 28,000 customers
  • PRINCE2 and ITIL help underpin service management overhaul
  • Sostenuto accessible across five service desks working in unison

“Sostenuto came across as the most flexible solution in terms of its ITIL approach. It was also by far the most cost effective option compared to its competitors.”

Heather Binkle, North Mersey HIS project manager

The Project

As part of the government’s drive to share services to make efficiencies through improved economies of scale, North Mersey HIS (Health Informatics Service) brought together 250 staff from eight North Mersey NHS Trusts to run centralised IT services.

Project manager Heather Binkle, a qualified PRINCE2 practitioner, describes the goals of the HIS. “The big drivers were to improve efficiency and to provide a better service. We were hoping to make efficiency gains by avoiding running separate systems, and offer the best possible customer service.”

The project was very high profile, having been driven directly by the Senior Management Team (SMT). “When they (the SMT) developed their vision statement, they stated that ITIL best practice was a very clear driver and that we should start with the building blocks.”

The tender process therefore looked at a number of factors including flexibility with regards to ITIL, ability to offer access from multiple sites, and cost. “We saw five presentations and Sostenuto came across as the most flexible solution in terms of its ITIL approach. It was also by far the most cost effective option compared to its competitors. Sostenuto was created for IT service management. Because it is web-based, we were able to run it across five service desk sites and allow access for our technical support staff from over 60 sites in the area.”

Once the product was chosen, the development progressed rapidly. “We identified Sostenuto in February 2007 and had approval in mid-March. The first site ‘go live’ was on 2nd August.”

The Results

The change in working practices has been immediate. “(The new system) is allowing the service desk managers to more easily pro-actively manage incidents. We are able to make a clear statement that the process is owned by the service desk.

“Feedback from the users has been excellent, and even the most reluctant users admitted within the first day that Sostenuto offered an improvement in how we managed the incident process.”

The overall impact has been huge. “Coming together as a shared service allowed us to align our service delivery, service development and business management processes.”

 

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