Macmillan charity deploys ITIL® service desk

Macmillan Cancer Support has now moved to an ITIL®-based IT service desk environment to support best practice and standardised processes to aid the planning, management and delivery of IT services.

With 2,000 employees in more than 11 locations, this seemed the optimum route for the charity as their previous help desk system (HEAT) “was causing huge headaches”.

Andrea Kis, service delivery manager at Macmillan, said: “With our IT team continually relying on spreadsheets and paper forms, data wasn’t being documented in a way that provided a clear picture of activity or the problems that our employees were encountering”.

By using best practices found within ITIL, the Macmillan IT support teams have been able to organise their enquiries, and the Lifecycle system has meant that the IT departments can now resolve issues quickly and effectively, ultimately saving the charity time and money.

The beauty with ITIL is that it uses tried and tested methods which have become best practice within the industry. ITIL also brings a number of benefits to the business such as:

  • Improved ROI of  IT
  • Improved customer satisfaction through a more professional approach to service delivery
  • Improved IT services through the use of proven best practice processes
  • Reduced cost/ incident

Source: Computer World

Find out more about ITIL here >>

Download our free ITIL Beginner’s Guide >>