Top casino operator takes no gamble with IT Support choice

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CB

December 17, 2007

Genting Stanley Casinos, the UK’s largest casino operator, is minimising its IT support risks after selecting House-on-the-Hill to supply its help desk software. The firm said House-on-the-Hill’s SupportDesk would provide an intuitive system to log calls for IT Support (700 users) and Gaming Machines Support (3,000 slot machines).

SupportDesk was chosen ahead of three other shortlisted suppliers Axios Systems, BMC Service Desk and Touchpaper.

Technology sourcing and servicing company Vohkus, one of Stanley Casinos main IT partners, was instrumental in defining its requirements and recommending potential solutions.

Genting Stanley operates 46 casinos throughout the UK including the oldest in the country, the world-renowned Crockfords in Mayfair, London. Its Circus Casino at Star City in Birmingham is currently the largest in the UK with 35 gaming tables, 85 slot machines and 74 automated games.

Our IT department needs to provide Service Level Agreements (SLAs) and remove any ambiguity away from the support process, Max Lintott, Network and Systems Manager of Stanley Casinos Ltd, explained. Gaming Machines Support had purchased an external call scheduling system at a high annual cost but this was proving to be ineffective and cumbersome to manage. We required a single point of logging that would provide clarity to the business.

He said Manchester-based House-on-the-Hill was selected because its solution fitted the initial criteria, was IT Infrastructure Library (ITIL)-accredited, and provided a Blackberry application as well as flexible work flow parameters. Earlier this year House-on-the-Hill received PinkVerify Service Support certification, demonstrating that its products are compatible with IT management best practice according to ITIL, the de facto worldwide standard.

The mandatory selection criteria within a logged call will quicken the processes of diagnosis and resolution, and there will be no ambiguity, Lintott said. ‘supportDesk will provide a foundation for publishing SLAs to the business. The system will provide a knowledge base for call queries, system weaknesses and training issues.

He went on: The system suits our requirements and scalability is available. House-on-the-Hill has provided a system that matches the more expensive systems on the market. We did not have to suffer the over-sell process which from a system procurement perspective was refreshing! The post-sale consultation and support process has also been maintained at a high level.

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