IT services star bolsters processes and client perception

Chessington, 28 September 2010 – IT services high achiever Endava has reported benefits to its service management operations, since taking on board ITSM software Sostenuto by Sunrise a year ago.

Endava is a leading IT services organisation, with offices in London, New York, Romania, and Moldova. Its dedicated delivery centres in Eastern Europe support the full project lifecycle, from application delivery and testing through to support, hosting and managed services for some of the world’s leading financial services, telecommunications, sports and media companies.

Endava adopted IT service management software, Sostenuto, to support its high standards of service delivery.

With a listing in the top quarter of the latest Sunday Times Tech Track 100, and impressive performance statistics including yearly growth projections of over 20 per cent, delivering the best possible service to customers is a high priority for Endava.

Dale Godfrey is Head of Service Management within the managed services operation of the Endava Group. He introduced Sostenuto to the company as the result of a procurement process, aimed at raising the bar on service delivery. Key criteria for the new solution were support for ITIL processes, strong asset management capabilities and a high degree of flexibility.

”As an IT services company, we need a highly flexible solution to support our clients,” said Godfrey. “Sostenuto came up trumps, because it is so customisable. It was clear very early on that Sostenuto could be set up to work as we wanted it to. The software is driven by rules, which came across clearly, even at the demonstration stage. This means we are not strapped into taking on weeks of consultancy, to make processes work the way our business requires them to.”

With clients who need their IT systems to provide accurate information, there is no room for error for Endava.

Lianne Lewis, who is responsible for service delivery processes within the business, is heavily involved in the day to day running of Sostenuto. It is now used by over one hundred staff, throughout all the Endava offices. “Our aim is to have Sostenuto underpinning all of our processes,” said Lewis. “Because ITIL is built into the product, it is great at enforcing these processes for us. We have been able to adapt the software to suit additional processes, such as those involved in the ISO 27001 standard for customer service which we adhere to.”

Client support managers use the reports generated from Sostenuto, as a tool for demonstrating value and performance in monthly client meetings. Management find them invaluable for gauging operational performance, in order to retain the company’s highly competitive position.

There are extensive plans for extending the reach of Sostenuto within Endava, and the next steps include the introduction of further services such as change management, procurement, and project management.

About Sunrise Software (www.sunrisesoftware.co.uk)
Sunrise was founded in 1994, and is a leading independent provider of IT Service Management solutions to internal and external facing customer operations.

Its customer base includes over 1,000 blue chip and public sector organisations, including names such as Anglian Water, Müller, the NHS, Harper Collins, Rugby Football Union and Arts Council England.

Sunrise is widely recognised for excellent service, and product innovation is key to its long-term vision. This is the strategy behind the launch, in 2003, of Sostenuto, a process driven, entirely browser based ITSM solution.

For further information, please visit www.sunrisesoftware.co.uk.

About Endava

Endava is a leading IT services organisation, with offices in London, New York, Romania, and Moldova. Its dedicated delivery centres in Eastern Europe support the full project lifecycle, from application delivery and testing through to support, hosting and managed services for some of the world’s leading financial services, telecommunications, sports and media companies.

For further information, please visit http://www.endava.com/

Media Contacts:
Angela Steel
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Nick Spencer
NSPR
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