DATAWATCH TAKES CARE OF IT SERVICE MANAGEMENT AT SHEFFIELD CHILDREN'S HOSPITAL Tuesday 24 July 2001 PDF Print 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 http://www.opusgroup.co.uk - #1 in Europe for IT & Telecoms Marketing - Marketing Communications - Research - PR - Consultancy - CRM- Natalie Proud Tel: +44(0)1256 399854 Fax: +44(0)1256 399903 This press release was distributed by ResponseSource Press Release Wire on behalf of Motive Public Relations in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.