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Nottinghamshire County Council chooses Hornbill’s Supportworks ITSM
Over 16000 council employees and 350 schools across Nottinghamshire will benefit from an improved support service following the Council’s decision to use Supportworks ITSM
Nottinghamshire County Council, which recently performed well in the Audit Commission assessments, has invested in Hornbill’s Supportworks ITSM to support over 8000 staff and 350 schools located across the County. The ICT service is using Supportworks ITSM for Incident, Problem and Change/Release management to replace three existing systems, including its existing service management solution. The new service will help to streamline the way the Council works, reduce inefficiency and redirect money to safeguard frontline public services.
According to Jon Cox, Training and Service Desk Manager of ICT Services at Nottinghamshire County Council; “Hornbill’s proven credentials as one of the most popular suppliers to local government helped us to identify them as a provider of IT service management software, as did the fact that they have won Service Desk Institute awards on several occasions. Supportworks was the easy choice after a cost-benefit analysis.
“Supportworks provides a great deal of functionality at an affordable price and we have been able to reduce our support and maintenance costs by over £30k a year compared to the previous service management system deployed by the Council. Supportworks’ user friendly interface, reporting tools and the ability to integrate with our existing monitoring systems and discovery tool will enable us to streamline our processes and provide an improved service to our users and customers of our services.”
Phase one of the implementation is to use Supportworks ITSM for Incident, Problem and Change/Release management, with phase two rolling out the SelfService portal to all County Council staff, County Councillors and schools across the county. Over 200 ICT staff will use Supportworks, including the field staff that will be able to access it remotely via portable devices.
Working with the Council, Hornbill is developing further functionality to enable the ICT service to charge for products and services, as well as manage stock and parts.
Gerry Sweeney, CEO of Hornbill Systems said; “Nottinghamshire County Council is one of the largest authorities in the UK, providing services to a population across a wide geographical area. As with all public service organisations, it is more important than ever that it deploys its people and manages IT assets in a business like way. Supportworks enables the adoption of processes and systems that help streamline working practices to get best value from existing resources.”
