The project team, with support and guidance from the SIAM practice in Atos Consulting, have established a new in house Service Desk as part of a Hybrid SIAM at LBE.
In just 6 weeks we launched the new Service Desk at LBE which went exceptionally smoothly and is now fully operational as the single point of contact for all of Enfield’s 4000 users, enabling them to log incidents, make service requests and get self-help via a new on-line portal.
The LBE transition team advised by Atos Consulting have:
- Designed and implemented a new Operating Model for the Service Desk and part of a new Hybrid SIAM being insourced from Serco
- Developed and implemented a Service Desk organisation to deliver the new capability
- Procured and designed a new ServiceNow tooling platform to enable the Service Desk and all IT Service Management functions including managing the new IT Supply Chain
- Extended the scope of the ServiceNow platform to include Departmental Services which have in the past been managed using manual processes and e/mail