09 Jun 2008
Dyfed Powys Police has started the roll out of a web-based service management platform within the constabulary's IT department to improve its helpdesk and customer care services.
With the new software, the Welsh police unit also hopes to bring its structure into line with the requirements of the IT Infrastructure Library (ITIL) framework, the UK government's best practice approach to IT service management.
The platform’s customer service management tools include customer portal, service desk, problem and change management, as well as knowledge and survey applications.
"Our existing customer service and helpdesk system was unsuited to the new ITIL approach that the IT department is undertaking,” said IS&T Service Desk Supervisor for Dyfed Powys Police Chris Dumpleton.
“The department's objective of achieving ITIL alignment presented the perfect opportunity to enhance the service desk, to deliver an all-encompassing and effective helpdesk service to users,” said Dumpleton.
The system is provided by supplier ICCM and will be implemented in a phased approach throughout 2008.
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