Vivantio helps transform Dickinson Dees IT services capability
Dickinson Dees has bought Vivantio Service Desk to enable the law firmâ??s IT services team to improve response and handling of first, second and third line IT support queries.
Europe, Australia and North America (August 15, 2008) –
Dickinson Dees has bought Vivantio Service Desk to enable the law firm’s IT services team to improve response and handling of first, second and third line IT support queries.
Vivantio Service Desk has enabled Dickinson Dees IT services team to handle more than 1500 calls per month from a total of five offices in Newcastle, Stockton-on- Tees, York and London, resolving 98 per cent of queries within just three hours and keeping customers up-to-date on the progress of their queries automatically. The company’s future plans include rolling out web-based self-service so that customers can view progress of their queries online, thereby reducing call volumes into the IT team.
The decision to install a new system came after a period of consistent growth for the company from 2000 to 2006. During this period, the company doubled in size and the volume of IT queries being handled by the IT services team increased by more than 50 per cent. David Bullock was appointed as Dickinson Dees’ new IT services manager in late 2006 with a remit to improve the quality and responsiveness of the company’s IT services function.
David Bullock, IT services manager, Dickinson Dees, explains:
“It was clear to me that the existing in-house service management system was not providing accurate and timely information and without this we were unable to respond effectively to concerns about the way customer queries were being handled.
“Internet-based research uncovered Vivantio and when we investigated and piloted Vivantio Service Desk it met our needs more effectively than larger and more expensive systems from other major suppliers. Such was the eagerness of the IT department to bring the system in after the pilot we went live within days with 21 licenses back in early April 2007.”
Vivantio Service Desk has enabled Dickinson Dees to bring in Service Level Agreements (SLAs) and make these transparent to internal customers for the first time. The enforcement of SLAs has naturally improved the department’s response times. In addition, the system has proved totally compatible with Information Technology Infrastructure Library (ITIL) guidelines and processes. Tangible benefits have included offering emailed updates on a query’s progress and case closure, as part of an automated service.
The fact that Vivantio Service Desk is browser-based enables IT services staff to update records wherever they are as long as they can get access to the internet.
Bullock added:
“Vivantio’s system has definitely helped us to respond and react promptly to incidents as well as giving us a first class tool for problem management. It has been a catalyst for developing and improving our ITIL processes which the system now helps to police.”
Russell Wiltshire, director, Vivantio, said:
“We offer clear advantages for organisations such as Dickinson Dees looking for a system that measures service desk effectively without breaking the bank. The Vivantio Service Desk system is quick and easy to use; simple to install and manage; can create reports instantly; and handle the rising demands that are inevitably placed on an IT helpdesk in a company that is growing strongly.”
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About Vivantio Ltd
Vivantio is a specialist service desk software and Software as a Service provider. Vivantio provides an easy-to-deploy and use suite of service desk tools which are designed for their simplicity, whilst offering the functionality that service desk teams need to increase productivity through the automation of processes and the enabling of customer self-service. For more information please visit www.vivantio.com
For all UK media enquiries for Vivantio please contact
Russell Wiltshire
Tel: +44 (0) 1934 424 840
Email: enquiries@vivantio.com
Source: Vivantio