Press Release: Hampshire Constabulary automates
ITIL processes with Infra service desk

News
August, 2007

Hampshire Constabulary has selected EMC Ionix Service Manager’s web-based IT Service Management Software for its new ITIL-compliant service desk. The Infra solution automates key Incident and Problem Management processes for more efficient support of the Constabulary’s 700 applications, 3,500 desktop machines and mission-critical Airwave digital radio system. The Infra system, which was chosen for its flexibility, depth of functionality and ease-of-implementation, also provides a fully integrated CMDB, Knowledge Base and Customer Portal.

According to Steve Felton, User Support Manager at Hampshire Police, “Using Infra we were able to introduce best practice processes for Incident and Problem management quickly and smoothly.  Although the Infra system has only recently gone live, we are already reaping the benefits in terms of improved service desk efficiency and the first line call resolution rate.”

Scripting within Infra enables operators supporting the Constabulary’s 7,500 employees to gather complete and accurate information in a structured way. The ability to automatically link Problems with workarounds has dramatically improved productivity and ensured that the target of 85 per cent for first line resolution of calls is now achievable. Unresolved calls can be escalated to second and third line support teams via emails that include times-saving links to the product and related fault record. 

Infra provides out-of-the-box integration with best-of-breed third-party applications. Using Infra’s SMS plug-in connector, the Constabulary’s service desk operators can automatically access current SMS asset tag data. Similarly a customised connector to the digital radio system provides up-to-date inventory data relating specifically to this equipment. Seamless integration with Active Directory enables rapid population of the CMDB with customer data, ensuring a single login for users and the automatic recognition of access privileges.

Hampshire Police have also selected Infra’s fully integrated Customer Portal as part of their service desk solution. Around 3,000 calls per month to the service desk are currently logged by email. Implementing customer self-service will enhance customer satisfaction and significantly boost service desk productivity.

About Hampshire Constabulary

Hampshire Constabulary is the second largest non-metropolitan police service in England and Wales and polices the counties of Hampshire and the Isle of Wight, covering an area of 418,000 hectares and serving a population of 1.8 million in 730,000 households. For further information visit www.hampshire.police.uk

About EMC Ionix Service Manager

EMC Ionix is the international developer of Infra, a 100% Web solution that automates IT Service Management processes (including Incident, Problem, Change, Configuration, Release, Availability and Service Level Management). Infra supports industry best practice methodology such as ITIL and KCS and delivers the best upfront and ongoing value for comparative depth of functionality.

Established in 1991, Infra has regional head offices in the UK, North America and Australia and a worldwide network of partners and distributors.  www.vmware.com/servicemanager

Press information

David Percy
david.percy@infra.co.uk
EMC Ionix Service Manager Ltd.
Connaught House
Portsmouth Road
Send
Surrey GU23 7JY
Tel: 01483 213200

Janet Willis
purmoon@aol.com
Purple Moon
Chilterns Edge House
Perry Lane
Bledlow
Bucks
HP27 9QS
Tel 07071 225906

For more information on our products and services Contact EMC Ionix