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November 20, 2009

Moorfields Eye Hospital streamlines service desks

Hornbill application centrally manages support

By Vinod

Moorfields Eye Hospital has consolidated its service desks and increased the volume of incidents it can handle by adopting an ITIL-based service management application from Hornbill Systems.

Previously, three service desks supported the Trust’s 1,200 clinical and admin staff, scattered across 11 sites, using a manually-intensive help desk application with little central control. Using Hornbill’s Supportworks the Trust is now able to manage all calls from one central desk and helps to achieve its goal of adopting ITIL practices.

“Now they have one desk and are much more proactive with their support because more people are able to be on site and resolving issues rather than taking calls,” said Simon Cooper, health sector manager at Hornbill.

Only three or four people out of the 18-strong team are now required to man the service desks, leaving the rest of the team free to sort problems on site. Centralised control also means Moorfields can analyse the type of calls coming in and spot demand spikes, enabling the Trust to manage its resources more effectively.

During phase 2 of the project, Moorfields will implement a self-service portal, so end users can log problems and access the service desk remotely. By answering simple questions on the portal, users will be able to find the answers to common problems for themselves, reducing the need for site visits.



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