Service Level Management White Papers
Council Riding High as IT Campaign Leaves Its Mark
Overview An IT Service Management Improvement Programme has made its mark on East Riding of Yorkshire Council, helping it to achieve a prestigious Government Award. In April 2000 some 10,400 calls were being presented to the IT Service Desk each month. Only 12% of them were being answered, which meant a high call abandonment rate and a large number of customers being left extremely dissatisfied with the IT Services being offered. The fundamental first step in initiating the Service Improvement Programme was to select the right IT Service Management software solution for the Council. It chose assyst with the knowledge in mind that it was so much more than a help desk tool and it was out-of-the-box.
| Publisher | Axios Systems | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | July 2004 | Downloads | 3 |
| Format | Case Studies | ||
| Topics | |||
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