Self service to be a priority

Chessington, 12 October 2010. Warrington Borough Council has gone live with IT service management software Sostenuto by Sunrise. The solution is used by the IT department, as well as the SAP support team and Business Support Centre, supporting the council’s 3,400 internal customers across a range of queries. The department supports 220 locations including schools, leisure centres and libraries. Customers can log queries via phone or online through Sostenuto’s self service interface, Chameleon.

Customer Services Manager, Alasdair Elder, commented on the selection process that took place: “We looked at a number of products and Sostenuto came out on top of our shortlist of three. The main criteria was ease of use for customers. Self service was also a priority for us, and Chameleon delivered the simple functions we needed for self-service as well as integrating with Active Directory, which some other products did not do.”

“We liked the fact that Sostenuto had so much functionality ready to go,” continued Elder. “This means we don’t have to buy extra modules, and have access to extra functions, which we can grow into when we are ready. As a result, we have been able to keep the initial outlay, and support and maintenance costs as low as possible.”

The council has implemented incident management as a starting point, with a view to adding extra functions in the future, such as contract and problem management.