Welsh police force implements ITIL-aligned software

Dyfed Powys Police is set to implement a service desk application from ICCM, in a bid to be ITIL aligned and improve service levels.

The police force said the ICCM e-Service Desk software would be implemented in stages this year.

The software is aimed at helping it provide better helpdesk services and deliver a broad range of customer care to its users. It added that it was one of the more cost effective and detailed programs it had assessed.

ITIL is a best practice approach to IT service management.

Chris Dumpleton, information security and technology service desk supervisor at Dyfed Powys Police, said the force’s existing, unnamed customer service system was “unsuited” to the force’s moves toward ITIL.

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“The department's objective of achieving ITIL alignment presented the perfect opportunity to enhance the service desk, to deliver an all-encompassing and effective helpdesk service to users,” he added.

The software includes customer service management modules such as a customer portal, and management of service desks, incidents, tasks, knowledge, surveys, change, configuration and service level agreements.

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