The Natural History Museum in London has said it is committed to ITIL best practice, and is setting up a new service management system to improve customer service.

The museum, which was visited by nearly four million people last year, has over a thousand IT users on site. It will adopt Hornbill Systems' Supportworks ITSM software, a service management solution, to heighten levels of service provided by the IT department.

Gavin Malarkey, IT services manager, said Supportworks was chosen as it suited the museum’s adoption of ITIL, a framework of best practice approaches intended to facilitate the delivery of high quality IT services. The software was also able to integrate with the museum’s existing LANDesk software and hardware management suite, and other databases.

“Since implementing Supportworks ITSM we are moving towards more formal processes for dealing with problem management,” he said, adding that the museum was able to adopt ITIL gradually instead of risking disrupting the IT services on offer. The integration was carried out by Hornbill reseller SSI Computer Services, and took six months.

The IT team had improved its customer service, deploying its staff more efficiently to meet demand and increasing service level agreements, Malarkey said, and service requests, incident handling and IT orders were easier to manage. The reporting functionality within Supportworks enabled the IT team to use call data in the reports to track calls and ensure resolution, as well as enable them to work out trends and plan resources more effectively.

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