North Yorkshire Police gives power to its users

January 19, 2009
Written by anjalimittal

News Release

North Yorkshire Police goes live with Sostenuto for IT helpdesk and service management excellence

North Yorkshire Police, one of the highest performing police forces in the country with figures that show the county is now one of the safest places in which to live, has gone live with an IT service management system from Sunrise Software which will allow around 3,000 users throughout the region to log support queries through its end-user portal. The move will help the police force deliver on the Association of Chief Police Officer’s Information Systems Strategy, standardising and improving its IT support processes in line with the ITIL service management framework.

Stuart Young, Technical Project Manager commented: “North Yorkshire Police went through an extensive selection process to find the best value for money service management system to help us meet ITIL standards. We were keen to find a system which would give us benefits such as the integration of different ITIL components like Incident Management and Problem Management.”

He continued: “Sunrise’s Sostenuto came out on top because of its web-based design, which means staff at any location can access the system; its sophisticated management reporting; the simple automation of IT support processes and overall value for money.”

The police force is also looking to broaden the use of Sostenuto to become the Service Delivery Tool for other support functions. The unique rules-based design of Sostenuto means the software can be configured to automate the tracking of any task or service request, from the pre-configured ITIL-compatible IT processes of incident and problem management, change and configuration management to an HR process such as logging maternity leave.

Tom Weston, executive chairman of Sunrise Software, said: “While there are a number of ITIL-compatible service management products around, our ability to cater to any request tracking process is a real differentiator for Sunrise. We are working with a number of police forces to help them improve their IT support processes and North Yorkshire, like most, has taken the time to understand their local needs while moving towards international standards such as ITIL.”