Macmillan Cancer Support has deployed an improved IT service management platform to support its growing organisation.

The charity now employs 2,000 people in more than 11 locations, including mobile workers and home workers, as well as a large volunteer base.

The charity wanted to move to an ITIL-based IT service desk environment to support best practice and standardised processes to aid the planning, management and delivery of IT services.

Macmillan had previously used Front Range’s HEAT Helpdesk, but the charity found that it "did not offer sufficient functionality". In addition, the old help desk system was supplemented by a number of disparate paper systems to record information, which "was causing huge headaches", said the charity.

Andrea Kis, service delivery manager at Macmillan, said: "With our IT team continually relying on spreadsheets and paper forms, data wasn’t being documented in a way that provided a clear picture of activity or the problems that our employees were encountering".

This meant that trends couldn’t be accurately monitored, so services were not being improved, she said. Macmillan has now deployed a business process management and IT service management system from ICCM to improve matters.

With the new system, IT support teams have been able to differentiate between different types of employee enquiries, and full lifecycle management has ensured the IT department can resolve issues quickly and effectively for the charity.

The ICCM system enables instant visibility of how many different types of calls have been logged for a particular issue, service or employee request. Trends can now be identified and issues resolved so they don’t reoccur, said Kis, "eliminating repeat cases almost completely".

Through an online portal employees can receive help and guidance to often enable self-fulfillment of requests.

Fife Council recently upgraded its IT helpdesk solution to introduce self-service capabilities in a bid to reduce costs. The council had been using an ITIL-based solution from Axios Systems for more than 15 years, and recently decided to upgrade to Axios Assyst 9 for its self-service and online functions.