Debenhams slashes IT costs by 25 per cent

Operating expenses reduced with rollout of IT incident management system

IT service has been improved at Debenhams

Debenhams has reduced technology operating costs by 25 per cent by implementing an IT incident and problem management system.

According to the department store, the software automates core business support processes while aligning IT service delivery with Information Technology Infrastructure Library (ITIL) best practice.

The web-based system is used by the firm’s 220 IT staff daily and handles an average of 1,400 incidents a week.

Debenhams claims that 15 per cent of all incidents dealt with via the CA-supplied platform are now resolved without human intervention.

The system also allows customer-facing staff to report IT issues quicker and frees up their time to focus on more important tasks. The centralised IT service desk function is also claimed to reduce response time on issues reported.

“All our staff depend on IT on a daily basis, meaning it is imperative that we are able to offer a strong IT-support service across our store network,” said Debenhams service support manager Jason Lovegrove.

“The decision to automate service desk infrastructure has reduced costs by 25 per cent and allowed us to offer an improved level of customer service, as well as to create a streamlined, centralised IT service desk function in line with ITIL best practice,” said Lovegrove.