Company Profile

ITNet holds a number of key accounts with Local Authorities providing a range of solutions and services. Some of these services include full facilities management and so it is essential that service levels are agreed and met. ITNet adopted a Helpdesk system that is popular with larger organisations and Public sector in particular in order to record service requests and measure performance of service delivery against prescribed service levels.

Key account managers within ITNet increasingly needed real-time information regarding progress on projects and operational work-in-progress. While the Helpdesk tool provided statistics on work pending and work completed it did not provide details of work-in-progress in terms of work done and estimate to complete.

PriorityOne was installed and integrated with the Helpdesk system to provide a dynamic view of all work status. Complementing the Helpdesk system reduced the cost of ownership for ITNet and provided the critical information to account managers that had been lacking. Also, ITNet was better equipped to carry-out capacity planning and analysis to resource client accounts more effectively.