One Housing Group Strengthens Service Desk With Numara FootPrints
Daily call resolution improves with Numara FootPrints from 10-20 percent in its first year of implementation to 60 percent in the second year.
Reading, UK (January 25, 2010) –
Numara® Software, Inc., a leader in service management solutions, announced today that One Housing Group, one of London’s leading providers of high quality, affordable homes has improved its service desk services and daily call resolution due to Numara® FootPrints®.
More than 800 staff manage One Housing Group’s housing portfolio of 12,000 homes in 26 local authorities across London in 80 satellite offices throughout London. Its IT team has five people working on the Service Desk and five people working in the IT Infrastructure team, who together manage approximately 100-150 incident requests from staff per day.
Originally a Numara® Track-It!® customer from 2005-2007, the company went through a merger in December 2007 which meant it needed to standardise all processes across the company and turn the current help desk into a service desk solution with enhanced functionality. It therefore chose to upgrade from Numara Track-It! to Numara FootPrints.
Delal Miah, ICT Support Manager at One Housing Group, said he looked for a solution that would give them flexibility and allow One Housing Group to cost effectively add modules or additional capabilities as time progressed.
“Numara FootPrints allowed us more flexibility, and we already had a positive relationship with Numara Software, so it was only natural that we chose to stick with them rather than going to another supplier.”
When it came to the configuration and integration process, Miah was impressed and described the work by Numara Software as seamless. The product was trialed extensively prior to its installation to ensure there were no issues when it went live and when things needed re-jigging in terms of configuration, Numara Software was on the case immediately.
Numara FootPrints was installed in January 2008 and two years down the track One Housing Group says it has given it greater functionality for staff and ultimately its customers. It effectively tracks and audits all IT incidents from start to finish, and its users can contact the service desk via phone, email or through the self-service function, track their call and request, and then know when the incident has been resolved.
Miah added: “Overall, our IT Service Desk and Infrastructure teams are much more efficient in their jobs. In the first year of its implementation our daily call resolution sat between 10-20 percent, and now we are at 60 percent. Our target is to make this 75 percent over the next year.”
One Housing Group has begun to apply ITIL® best practices and the IT Service Desk and Infrastructure teams are now ITIL v2 qualified. In 2010, it plans to update its qualifications to ITIL v3.
Miah concluded: “We’ve been very impressed with what Numara FootPrints has been able to provide for us. And, as we’d like to become more ITIL compliant, and offer a better service desk solution for our staff, we are currently looking at other modules such as Change Management, Deployment and Knowledge Database tools.”
About Numara Software, Inc.
With more than 55,000 customer sites worldwide, Numara Software is a global leader in delivering practical, flexible solutions that allow IT organizations to improve service to their end-users. Our integrated IT service management and IT asset management software platforms enable organizations to efficiently automate a wide variety of IT related tasks and processes using interoperable solutions from a single, proven vendor. Widely known for our dedicated focus on ease of use and affordability for our customers, our IT solutions deliver fast time-to-value, increased control, and reduced risk for small businesses to large companies. For more information, visit: www.numarasoftware.co.uk.
For further information:
Paula Elliott
C8 Consulting Ltd for Numara Software
+44 (0) 118 9001132
paula@c8consulting.co.uk
Source: Numara