 "In Your Team, On Your Side"
E-mail: sales@ultracomp.co.uk |
September 13, 1996 - Ultracomp Ltd. has won an order worth £58,000 to supply Barclaycard with the help desk and performance monitoring modules of Red Box, its service management software. Designed to assist IT departments' help desk operations, the Red Box help desk has been introduced at Barclaycard to centralise its IT Service Desk function.
Barclaycard's IT Service Desk provides support to over 5,000 Barclaycard staff who use a wide range of applications running on many different hardware platforms throughout the company. The IT Service Desk replaces the multiple systems in operation. John Dempsey, divisional service manager, commented: "Red Box will enable us to provide a consistent approach to problems which in turn will help us to ensure a consistent quality service for all our users."
Red Box enables the Barclaycard Service Desk to proactively manage a help-desk call from when it is first logged through to resolution. When users first call with a problem, immediate first-level support is offered. If the problem cannot be resolved at this stage, it is referred to secondary support teams who can offer specialist support. Red Box ensures that this process is managed effectively. After the call is resolved, users are proactively called to ensure all is running smoothly.
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John Dempsey added; "Red Box will enable us to retain ownership of all incidents.
It provides us with improved management reports, which in turn help us to improve the quality of our support service."
With so many applications, change management was another key consideration for the Barclaycard IT Service Desk. Red Box has an integrated configuration database in which all assets, including software applications, are recorded. This will enable Barclaycard to assess the potential impact of new software installations, changes and upgrades. Nigel Stone, area sales manager for Ultracomp commented: "Barclaycard's implementation shows how Red Box can go beyond the help desk to implement true service management principles and improve levels of service."
The IT Service Desk will be introduced to all Barclaycard sites during a phased implementation programme lasting four months. Red Box will be implemented on an HP E55 and will be used by the 13-strong IT Service Desk team.
Ultracomp is a leading consultancy and provider of IT systems and service management software. It complements its consultancy services by providing a range of integrated software tools which enable IT service providers to maximise their cost effectiveness and improve the quality of service delivery to their users. Based in Crowthorne, Berkshire, Ultracomp has over 400 customers worldwide.
Red Box, Ultracomp's latest product set, is the industry's first service management system which complies with the ITIL (IT Infrastructure Library) guidelines produced by the CCTA. Running on UNIX, it addresses the requirements of managing distributed, multi-vendor installations. ITIL represents the most comprehensive, structured approach publicly available on providing IT services, bringing together the best practises within both the private and public sector.
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