Intelligent CIO Europe Issue 10 - Page 64

CASE STUDY T he Priory, which offers private and NHS mental health services, has been expanding both in the UK and internationally. As it served more people in more locations, The Priory outgrew its IT helpdesk ticketing system, which supports its employees and service users. In six years, the IT service desk expanded from two people to 30 agents handling 400 tickets a day. With an ageing ticketing system no longer supported by the vendor, IT needed to make a change. Sarah Nash, IT Support Specialist, led The Priory’s transformation to using an enterprise-class service management platform. Sarah and her colleagues evaluated three leading service 64 INTELLIGENTCIO management platforms and chose to deploy Ivanti Service Manager. With Service Manager, The Priory has a modern approach to service management that blends best practices with configurable tools to deliver IT services at a higher quality and lower cost. to test, we went live on the fifth week,” said Sarah. Sarah got The Priory up and running on Service Manager with no formal training. For ongoing enhancements, Sarah makes heavy use of an external staging site to learn new capabilities as the rollout progresses. Service Manager provides a complete lifecycle approach to service management but is intuitive enough that nontechnical business managers can design services with drag-and-drop ease. For The Priory employees, the experience is also intuitive – a ‘one-stop shop’ for all IT service needs. One of the biggest culture changes was getting accustomed to incidents and service requests, which were not distinguished under the old system. “It was a learning curve for IT as a department, but it has made it easier for the users,” said Sarah. The Priory wasted no time replacing its old ticketing system. “Between blueprint and build took three weeks and allowing one week Service requests are tied tightly to the business value. “If someone makes a request, it generally has a monetary or security requirement,” she said. Each location has