Ukngroup completes successful IT service centralisation

Chessington, 14/04/2009 - Sunrise Software has reported that its customer ukngroup has successfully centralised all of its service desks following a massive growth phase last year.

Dedicated to helping organisations with complex IT infrastructure requirements, ukngroup provides its customers with a comprehensive managed IT service. The company has been using Sunrise’s browser based IT service management solution Sostenuto for the past three years to underpin these relationships.

Service delivery manager Dean Coleman commented: “Without Sostenuto we would never have been able to restructure the department to this extent. Thanks to its web based technology, the system is available in all of our offices and client sites. It made the new structure much easier to roll out across the board.”

The team’s commitment to extending ITIL values across the whole organisation has also gone a long way to help manage the organisational changes. For UKN, ITIL is not just a way of working in the IT department. It permeates the whole company and has been instrumental in increasing the company’s success with its customers. It has played a central role in raising the company’s IT service to its current standard, and means that its customers reap the benefits as well. Having access to an ITIL based service is a powerful advantage, and increasingly a ‘must’, particularly for ukngroup’s government driven customers such as NHS London and the Rural Payments Agency.

“Sostenuto helps the service centre reach its SLA targets and provide monthly reports to customers showing our performance as a supplier”, said Coleman. “Automated notification emails have been a big hit with customers as well, who like to know at all times what progress is being made on their calls.”

The service centre’s recent achievements were only made possible thanks to its deep seated service approach. Service Desk Manager Lucie Brown commented: “If you want to achieve great things, then the best place to start is to treat your own team as a customer, and this makes for high standards from the start.”

Sunrise Chairman Tom Weston said: “We are very proud to be associated with ukngroup’s success. It is a clear demonstration of the powerful impact that a strong service philosophy, coupled with the right technology, can achieve for a business.”

The full case study is available on request from [email protected]