Moorfields merges help desks

Moorfields Eye Hospital NHS Foundation Trust has implemented service management software from Hornbill enabling it to consolidate its three service desks into one.

The trust has rolled-out Hornbill’s Supportworks ITSM service management software to provide support to over 1,200 clinical and administrative staff across 11 sites in London.

The software enables 18 staff in the IT service team to provide support to doctors, nurses and administration staff and to analyse the length, type and quantity of phone calls that they receive.

The team can then identify peaks when the service is in demand and allocate the best applications of resources.

Barrie Winnard, IT manager at Moorfields Eye Hospital, said that the trust wanted to adopt ITIL (Information Technology Infrastructure Library) best practice and streamline the service desks to provide a unified support service.

He said: “With our newly centralised service desk, we can keep track of the requests that we have each day and evaluate the types of calls, working more efficiently as a team. Using Supportworks has encouraged us to adopt ITIL for our support processes.”

The trust now plans to use the software to populate the knowledgebase with frequently asked questions and answers and introduce self-service to release staff time.

Gerry Sweeney, CEO of Hornbill Systems, said: “Any organisation using disparate support systems to manage incidents, will find it difficult to know where best to focus resources.

“Consolidating services into a single desk not only assists an IT department to streamline calls, it can also help to capture important call data that can be used for planning.

"Supportworks has been designed to not only provide a single repository for call data, it can help service desks to automate many processes, adopt ITIL best practice and deploy resource more efficiently.”

Link: Hornbill