Buckinghamshire adopts Supportworks
Buckinghamshire Hospitals NHS Trust is using Hornbill Systems’
Supportworks ITSM service-management solution to manage IT support
calls.
The 40+ strong IT team uses the system to provide support for all
incidents and service requests from Trust staff, while ‘seamless
ticketing’ interfaces with the local service provider (LSP), Fujitsu
Systems, to pass on calls to the LSP when needed.
The system provides the IT Infrastructure Library ‘best practice’
required for interfacing with the LSP, as well as integrating into
existing Trust systems such as Active Directory and SMS.
Supportworks was easily customised to communicate with the LSP using
the Open Telephony Interface. Seamless ticketing enables the Trust
support desk to gather the CfH minimum dataset required if a call is to
be passed to the LSP for resolution. All calls regarding the new CRS are
triaged locally before being referred to the LSP. Once the LSP has dealt
with the call, data is sent back to the Trust and this data is fed back
into Supportworks ITSM for the call to be closed.
Source: bjhc&im March 2007
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