Virgin Holidays
Virgin Holidays have managed to introduce an improved and streamlined approach to logging their incidents and requests by rolling out the Oxygen Self Service Portal Module as part of their Oxygen Help Desk implementation.
What were the business drivers to implement a Service Desk?
We needed to have a Central Repository for all of our service requests and incidents that were being logged.
A major concern for us was the number of calls we were receiving and the amount of Service Desk Analysts required facilitating the Help Desk.
Implementing a new Service Desk gave us the opportunity to look at our internal processes and in doing so introduce clearer and more efficient ways to support our customers.
We decided very early on that the system had to offer a Self Service Portal in order to cut down the amount of calls the service desk analysts had to deal with on the help desk.
Finally the system had to provide meaningful and accurate management information regarding performance of our key IT Services and Applications and measure the workload of our IT operations.
Why did you choose Oxygen Service Desk?
Having looked at a number of vendors of Help Desk and Service Desk software tools it soon became very clear that the Oxygen Service Desk software not only offered us great value for money, but it was the way that e-Warehouse were prepared to tailor their product to match our requirements.
This was key to us as we knew that our requirements would be continually changing to begin with.
The vision for the future of Oxygen helps us to plan where we want to be with our Service Desk Tool over the next couple of years, also the ability to feed straight into the development team with future requirements for the application and reporting.
What benefits have you seen since Oxygen has been installed?
Initially we were not following any rigid framework and we were keen to slowly introduce ITIL processes into our Service Desk.
With Oxygen and e-Warehouse we were able to tap into their CMDB Module and introduce ITIL workflows and Change Management into the business at our speed and not jump straight into a too rigid application that only catered for a full ITIL compliant roll out.
We now see around 90% of all Incidents and Service Requests by business users logged through the Self Service Portal.
This has enabled us to free up more free time for our Service Desk Analysts enabling them to concentrate on resolving issues rather than logging them.
About Virgin Holidays
Virgin Holidays, the largest, most successful transatlantic tour operator, and the market leader for travel to the USA and the Caribbean. We've been arranging holidays since 1985 and offer bespoke holiday experiences throughout the world, from Mumbai and Malaysia to Antigua and Alaska, backed up with exclusive travel intelligence and excellent, innovative, customer service.