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QSM system increases productivity and raises staff morale through tangible
targets, reports and new customer satisfaction procedures


Sheffield Children's Hospital has installed a new IT service management
solution from Datawatch, and realised such crucial benefits in terms of
productivity, reporting, budgeting, staff morale, customer satisfaction and
time saving that plans are now in place to roll out the QSM-based system to
the remaining helpdesks within the Trust Group.


Russell Banks, IT manager at Sheffield Children's Hospital said, "It has not
only made my team more productive, but also improved staff morale throughout
the hospital. For the first time on the helpdesk, we now have customer
satisfaction processes in place and targets to achieve. QSM can give me an
hour-by-hour account of our activity in any one day, in one easy-to-read
report, and that capability has been tremendously useful in preparing
budgets, allocating resources and identifying areas for staff training." He
added "The quick implementation time and the benefits (both perceived and
actual) derived to date have so impressed the Trust that plans are now in
place to roll-out QSM to the rest of the helpdesks within the Trust group."


Previously, calls to the helpdesk were not being dealt with in a systematic
manner and no escalation or monitoring procedures were in place. It was
proving difficult to compile accurate reports on the calls to the helpdesk,
in terms of the nature of the call, who took ownership for responding to it
and how long it took to resolve the problem. As a result, predictive and
trend analysis were time-consuming to produce.


A suite of integrated modules that provides a base server system, the
hospital is using QSM, a process driven service management portal and a
browser interface for enterprise-wide call management. It is deployed by
the IT team to support users of IT and Telecoms in the hospital and also
those in other connected NHS Health economies South Yorkshire, South
Humberside and North Lincolnshire. Utilising the net-enabled capabilities
of QSM, calls to the helpdesk are logged and managed via the hospital's own
Intranet, enabling users to track the progress of their call without
contacting the IT department every time they want an update.


The asset management feature of QSM also provides a complete overview of the
technology used by the hospital. For example, when the helpdesk enters the
caller's name onto the system, the caller's IT configuration (such as a
desktop PC, printer and scanner) pops up on-screen, enabling the helpdesk to
move quickly to the nature of the call without first having to ask for basic
configuration details. Priority calls are assigned automatically and
different departments and users within the hospital have different Service
Level Agreements (SLAs) in place with the helpdesk, depending on the urgency
of response required.



About QSM

QSM delivers true enterprise-wide IT Service Management. It is a complete
internet/intranet/extranet enabled solution designed to extend the reach of
any organisation's IT service provision. QSM is a suite of integrated
modules that provides a base server system, a process driven service
management portal and a browser interface for enterprise-wide call
management. QSM customers in the UK include the BBC, Kraft Jacob Suchard,
BICC and North Lincolnshire County Council.



About Datawatch


Datawatch provides Information Delivery and IT Service Management solutions
that help organisations increase productivity, reduce costs and gain
competitive advantage. Datawatch products are used in more than 20,000
companies, institutions and government agencies worldwide. Datawatch
International has offices in the UK, France, Germany and Australia and is
headquartered in Lowell, Massachusetts. See http://www.datawatch.co.uk


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Natalie Proud
Tel: +44(0)1256 399854
Fax: +44(0)1256 399903

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