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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