20:20 Mobile and SupportDesk ITSM

2020 Mobile’s SupportDesk for Multiple Business Areas: a Service Desk to Shout About!

At the 2020 Mobile headquarters based in Crewe, there is never a dull moment for the company’s Head of Infrastructure, Spencer Johnson. Dur-ing an interview with Spencer in the comfortable seating area of the newly refurbished canteen, his BlackBerry didn’t stop chirping and buzz-ing with constant updates being sent to his phone, keeping him in-the-loop with all IT service desk activity.

“This is what my day is like, it’s quite hectic!”

Spencer explained before quickly having to answer an important phone call.

Within such a fast-paced environment, keeping up-to-speed with business activity is paramount; a necessity that Spencer appreciated would not be possible without a reliable call logging tool, stating that

“having a stable service desk system is very important”.

A Long-Standing Relationship

2020 began their relationship with House-on-the-Hill Software all the way back in 2001, using SupportDesk ITSM for the efficient processing of Incidents. Taking over the management of the company’s IT infrastructure in 2007, Spencer noticed that there were some discrepancies in how the system was being used: “We were mixing Incidents with Requests, but the SLAs for Inci- dents and Requests are different. For example, if you want something or- dering, it might take a week to arrive, whereas issues may need to be seen to straight away”.

Speaking to House-on-the-Hill consultants, Spencer confirmed that he could make positive changes to the system by implementing separate processes and SLAs for the management of Incidents and Requests: “Instantly we changed and started using Request Management, so that was fantastic”.

Evolving SupportDesk

Spencer has continued to evolve 2020 Mobile’s use of SupportDesk ever since, and as a result, has enhanced the smooth running of day-to-day operations and the high-quality support given to Customers. Spencer has continued to evolve 2020 Mobile’s use of SupportDesk ever since, and as a result, has enhanced the smooth running of day-to-day operations and the high-quality support given to Customers. It is the service desk that provides the gateway between business and Customer, and permissions settings that have been configured within 2020’s system help to ensure that all communication with Customers is of the highest standard.

These settings means that only people on the service desk are actually allowed to close calls: “we’ve put alerts in place that monitor the database to check if something’s been set to Completed.

completed. These settings mean that only people on the service desk are actually allowed to close calls: “we’ve put alerts in place that monitor the database to check if something’s been set to Completed. This status sends out alerts to actually let people on the service desk know ‘this has been done’ rather than agents having to monitor the folders all the time.” Spencer continued to explain how this pre-closure status means that “solutions can be checked [by service desk staff] and we can sanitise what is being said to the Customer i.e. does it make sense and is the Customer going to come back?”

This level of consistency is also upheld with 2020’s use of the KnowledgeBase for recording detailed and accurate solutions, and in their use of QuickCalls, and Spencer described how, “Using QuickCalls, we basically prompt the raiser of the call for certain answers, so there is a list of the information that is needed already in the QuickCall. This is quite a key thing: the QuickCall prompts to ensure that all required information is attained.”

Additional Business Areas

Spencer has also been active in extending the use of SupportDesk into other business areas within 2020 Mobile, and May 2012 brought about the launch of their Complaints Management SupportDesk system for the effective running of the business’s insurance element.

When 2020 Mobile initially identified the need for such a system, Spencer described the decision-making process for the new tool’s implementation: “There was discussion questioning: do we write a web application? Do we use Access? But because I had had sight of the SupportDesk 2010 version at the time, I knew that Complaints Management was part of it and I suggested ‘do we use House-on-the- Hill’?” Spencer’s recommendation was put forward, and he told of how “it was almost a no-brainer: the software was in-house, we’d got it, we know how to use it and we know what its capabilities are: Reporting, Escalation, and with it being Insurance, there are strict guidelines with regards to Escalation.”

Moving forward with the project, this system was, in its entirety, set-up, configured, and installed by House-on-the-Hill consultants, and Spencer was pleased to say, “That has had nothing but good feedback related to the system. It has literally been a ‘plug and play’ scenario where if there are any issues that our senior members of the insurance team have, they speak to the support team who have sorted it. But these issues have been few and far between, which is great!”

However, it didn’t stop at the insurance side, as 2020 Mobile now also uses SupportDesk for Operational Management in the company warehouse. This system is used for logging customer and work orders, with issues being resolved by warehouse helpdesk staff, or if necessary, passing them on to relevant departments, such as IT.

HotH Support

It is SupportDesk’s flexibility and ease of use that is allowing 2020 Mobile to extend and truly get the most out of their SupportDesk, configuring the system themselves or adopting the help of HotH consultants where needed. “HotH has some fantastic support staff” Spencer told me. “They’re always nice, incredibly polite and very helpful!”

With even higher ambitions for their SupportDesk pro- ject, Spencer sees the amount of possibility that the tool promises: “There is a lot of potential of what we could do [with SupportDesk]; we here are just scratching the surface. We’ve turned on the web client, but what we’re not doing at the moment is getting users to log their own calls. We want to tie that in with House Forms.”

A Paperless Vision

SupportDesk 2012 has Paperless Change Authorisation functionality, and Spencer sees this as another aspect that he wishes to implement, in particular for Change Management: “A lot of Change Processes on our pre- vious systems have been printing out pieces of paper, then running round getting lots of people to sign them and no one ever actually looks at the paper afterwards, so I amlooking to use HotH not only as a central regis- ter to make it easy to log and report on changes, but also as a means to get authorisation and sign-off rec-order.”

With their Change Management process currently run- ning on a separate SupportDesk system, Spencer is also working towards uniting service desk processes onto one system: “Putting them all together makes it so much simpler and easier to manage and see what’s going on as an overall picture. One common platform across the business is great!”

A Service Desk to Shout About!

With the confidence and enthusiasm of their Infrastructure Manager, it is clear that 2020 Mobile will continue to use SupportDesk to their advantage. Spencer understood that the tool meets the needs of users, customers and the business: “What’s nice is, [SupportDesk] is not overly complicated to use and it does what is says: I can’t say enough nice things about it, I stand on the rooftops and tell my Customers – I use House-on-the-Hill!” So, with their system supporting the processes of numerous different business areas, supported by a competent Infrastructure Manager and the help of HotH consultants, the possibilities for 2020’s service desk system are endless!

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