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Technology / Data

Hull City Council boosts service desk ops

Axios Systems has announced that Hull City Council has rolled out its service desk support platform across its entire organisation in an attempt to boost efficiency.

The council now use the single system, assyst from Axios, to manage services delivered by numerous operational areas, including ICT, HR, procurement, operational safety, door entry, administration, building cleaning as well as numerous other support functions.

As a result of the implementation, the number of service requests now submitted online has risen from 15% of all requests received to 78%.

The council has also put in place a CMDB (configuration management database), which has enabled it to consolidate a large number of previously disparate databases.

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Hull City Council has taken this opportunity to revamp the way it handles employee data. Prior to adopting the shared services model, employee data was held on multiple systems, which it is said led to data inaccuracies. All data is now stored on a central CMDB.

If an employee leaves the company, for example, the leave date is fed into the user’s profile. A predefined leavers’ process is then automatically started by the Service Desk, which can disable an account and move personal data to a holding area, enabling managers to request access if necessary.

Steve Moffat, infrastructure strategy principal officer at Hull City Council, said: “Having identified core data, we are able to share this across the Service Desk and now have the ability to filter information utilising Customer Service Groups (CSGs). This allows us to display only appropriate HR details to the support desk, ensuring protection of sensitive data.”

“By having accurate user information, we can remove users rapidly from other ICT systems, with a full audit trail being held within the Service Desk.”

Moffat also said that the new platform has freed up a huge amount of server space at the council. “Automatically disabling accounts saves time and improves IT security. It also reduces IT storage requirements, saving us money. In fact, since deploying assyst, the technology team has been able to delete so many obsolete files, it has freed up one third of our allocated storage space, releasing over 3 terabytes of data stored in servers,” he said.
This article is from the CBROnline archive: some formatting and images may not be present.