The University of Aberdeen has improved service to its 17,000 students and staff with Hornbill’s ITIL-compliant Supportworks ITSM software.
ITIL best practice was already used by the IT service delivery team, but the tem needed software to integrate the processes and improve continuity of service to all staff across the campus and six research sites.
Little customisation was needed, so the university could deploy the software over a weekend with minimum downtime. With the new software installed, the IT service desk has far more visibility of calls made, which together with better data collection, reporting and communication between the IT team, means the team can offer a more proactive and professional service.
Call volumes have risen, as departments gained confidence in the support desk’s capabilities and abandoned the DIY approach to tackling technical problems.
