Vivantio Service Desk results in 300% increase in IT helpdesk productivity rate
The Royal Academy of Music’s IT helpdesk department has experienced a threefold increase in productivity since it contracted Vivantio, the UK’s leading service desk software provider, to install its Service Desk solution.
The move to the Vivantio system has enabled The Academy’s IT helpdesk team to take and resolve more than 420 calls per month, compared to just 140 that they were handling before the changeover.
The decision to install a new system came after The Academy made a massive investment in IT – overhauling the technology used throughout its estate.
The result was a significant increase in the number of IT users and applications used. This in turn led to an increased demand on the IT team of four – which simply couldn’t cope using their existing, antiquated, open source web-based service desk system.
Duncan Hobbs, IT operations manager, Royal Academy of Music, explained: “Filling out details was painfully slow and the system relied on a Linux server which we were trying to phase out, so the time was right for us to look for a more efficient solution.”
Hobbs set about finding an easy to use, intuitive, web-based product. He found all that he required in Vivantio Service Desk. The Service Desk solution, alongside two other products, was put through the procurement process and emerged as the clear winner of the tender.
Hobbs continued: “Vivantio gave us the best quote and its specification was a direct fit. It was as if its Service Desk solution had been specifically designed for us – cost effective, user friendly and simple to manage.”
A SQL database was installed at the Academy and the decision was made to opt for Vivantio’s On Site product.
There was a one day installation process, which involved consolidating information from two pre-existing databases. Vivantio then connected the combined database with applications including Microsoft Outlook and established a live link with their Microsoft SMS. Once complete, there then followed a two week trial, followed by a glitch-free roll out to the whole team.
An additional benefit to the Vivantio Service Desk system is the asset manager capability. In addition the groups have been tailored so that The Academy can log purchase requests and delivery notes and monitor and manage workloads.
The system is compatible with all major asset tracking inventory systems in order to leverage the power of best of breed applications.
Hobbs allowed the system to run for two months in order to get adequate comparative data, before evaluating the performance of Vivantio Service Desk: “There was an immediate and extremely sizeable gain in the number of calls that the team were able to handle and resolve. Within the first three months we had three times the volume of enquiries coming through compared to the same period the year before, even though the number of advisers remained the same.
“Vivantio allows us to generate reports quickly and easily – data can be outputted to Excel or a PDF very simply and for the first time we have been able to monitor and also meet Service Level Agreements. The system has dramatically improved our resolution times and the support that we have received from Vivantio has been second to none.”
Russell Wiltshire, director, Vivantio, said: “We offer clear advantages for organisations such as Royal Academy of Music, which do not require unnecessarily complex solutions, which all too often come with a significantly higher price tag. The Vivantio Service Desk system is quick and easy to use, simple to manage, can create reports instantly and also has the added benefit of being able to grow with the Academy and the increasing demands on its IT helpdesk.”
About Royal Academy of Music
The Royal Academy of Music in central London has prepared students for successful careers in music since 1822. Academy musicians study for University of London degrees in instrumental performance, composition, jazz, musical theatre and opera. The Academy’s close-knit student community is truly international, with over 50 countries represented.
About Vivantio Ltd
Vivantio is a specialist service desk software and Software as a Service provider. Vivantio provides an easy-to-deploy and use suite of service desk tools which are designed for their simplicity, whilst offering the functionality that service desk teams need to increase productivity through the automation of processes and the enabling of customer self-service.
For more information please visit www.vivantio.com
For further information from Royal Academy of Music linked to this story please contact:
Duncan Hobbs, IT operations manager, Royal Academy of Music
Tel: 07825 312618. Email: firstname.lastname@example.org
For Vivantio sales enquiries, please contact:
Russell Wiltshire, director, Vivantio Ltd
Tel: +44 (0) 1934 424 840. Email: email@example.com
For Vivantio media enquiries, please contact:
Miles Clayton, managing director, Agility PR Limited
Tel: +44 (0) 1438 310 139. Email: firstname.lastname@example.org
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