Help Desk White Papers

Commitment to IT Best Practice

• Tags:
• help desk,
• school,
• financial times,
• business school

Overview London Business School is one of the world's top-ranked management education establishments, rated by The Financial Times as fifth in the world and first outside the USA. The existing application did not echo the ITIL processes and, with no ability to hand off support cases between specialist analysts, did not allow for a division of labour between different tiers of support. The metrics available from the software were also too basic, making reporting to users difficult, and the application lacked a knowledge base and web interface. London Business School's software selection process was particularly thorough, including a proof of concept by Touchpaper to show how the new system would operate.

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