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With the government changes and impact on the NHS, the Consortium’s customer base and requirements have shifted over recent years. The Consortium needed an advanced database structure to match increased reporting standards, training support and a growing end-user base. The challenge was to find a solution that could report on service desk performance, automate processes and enable web desk and self-service support. The Consortium has worked successfully with LANDesk since 2008, so they used this expertise to develop a customised service desk solution.

The Consortium purchased LANDesk Service Desk 7.5, and five months later have a fully customised, flexible solution that will enable them to generate efficiencies whilst better managing and constantly improving the service they can provide. LANDesk Service Desk 7.5 is the cornerstone in their vision of delivering an enhanced service management experience to their customers – it will help reduce mean time call resolution, provide enhanced features and optimise performance so they can deliver a top class service for their six core organisations and subsidiary customers. The new configuration, paired with their existing LANDesk service and security management solution, will also provide the catalyst for the Consortium’s shift to self-service, a development which will be crucial in streamlining processes and reducing overhead costs.