Communities and Local Government
Communities and Local Government (CLG) chose Oxygen SaaS Enterprise, as their eventual replacement Service Desk due to it being an on-demand multi faceted Service Desk that covered all of their basic and nice to have requirements plus giving them additional functionality.
What were the business drivers to implement a Service Desk?
As we continue to bring the support of the Places Community services under one umbrella, we need to have a system that allows us to record, manage and report on the enquiries received and the ever more complex interactions between the different services we offer
Although our present Access based system does allow unique recording options against each service and the date when logged, we cannot accurately track the life cycle of the issues.
This is especially apparent where enquiries have to be referred to other departments both within CLG, other Government agencies or to 3rd party companies where the management and tracking against service level agreements and escalation routes is almost impossible to achieve.
There is no inbuilt reporting ability and we have to export everything into Excel and manually work the data, which is time consuming.
We needed a tool where we could link records (incidents to changes to Configuration Items), track SLA's and easily report on the work and health of the services supported. It will be the primary recording and management tool for all enquires and changes against a service; it also needs to provide details so we can better manage our suppliers.
By implementing a new Service Desk this will allow us to introduce continued service improvements under our Places Community Programme (PCP) by identifying trends, issues and costs that need addressing as well as monitoring return on investment.
Why did you choose Oxygen Service Desk?
"Having looked at the latest toolsets available, including Hornbill Support Works, Landesk and Remedy, the only option which suitability met our needs was from a company called e-Warehouse and their product Oxygen Enterprise." Said Julian Vincent Service Manager.
We decided on Oxygen SaaS Enterprise as our service desk because as a true web based Software as a Service meant there were no additional costs for equipment, software testing or packaging and performance testing on the network.
The only real effect would be if the internet was unavailable. Also unlike many Service Desk providers the system can be fully customisable by nominated CLG administrators without the need of additional consultancy costs to meet our ongoing and changing needs.
Finally e-Warehouse offered a very quick deployment (as little as two days) and every module within the Oxygen Service Desk is included there are no additional costs to worry about. That included an Incident Manager, Problem Manager, CMDB, Service Level Management, License Manager, e-Mail Manager, Active Directory and a Client Self Service Portal.
What Benefits have you seen since the installation of Oxygen Service Desk?
Still early days yet and the team are still getting used to the layout and new processes.
We have started linking records and using the quick call options, but we still have a lot of tweaking of the system to do.
The ability to do this using the admin tool is certainly the greatest benefit as it means we can adjust the tool as we get more used to it and as our service matures.
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Communities and Local Government are working hard to create thriving, sustainable, vibrant communities that improve everyone's quality of life.
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