Smooth IT service operation

UK Charity CIC goes live with Sostenuto

Chessington, 22 September 2009. Community Integrated Care (CIC), one of the largest adult social care charities in the UK, has announced that it has successfully gone live with Sunrise’s IT service management solution Sostenuto.

The software was implemented as part of a larger overhaul of the charity’s IT service operations, in order to improve service to its 4,500 staff operating from 300 sites across the UK. Project Manager Duncan Harper describes the project and the already measurable positive impact it has had: “On 1st June, I was in Sostenuto training and on 1st July we were going live; a record time for an implementation of this size. We’ve now gone from no service level performance tracking to 87% SLA achievement in the first month.”

He continues: “Our goal is to get as close to 100% as we possibly can. Now that we have a system in place that tracks our activity, we know exactly where we are and what needs to be done to achieve this.”

The decision to replace the previous software, and to reorganise the department around the ITIL methodology, came as the result of an external audit, which uncovered some gaps in CIC’s IT operations at the time. After evaluating a number of solutions, the charity shortlisted three, before selecting Sostenuto.

“Sostenuto met all of our requirements,” says Harper. “The price was right, and above all, we felt comfortable with Sunrise’s outlook as a company. Right from the start, we got the feeling that ‘nothing was too big a job’. Working with Sunrise has just been fabulous all round, from the initial sales process right through to the implementation, training and ongoing support.”

Harper is now planning the next stages of the Sostenuto implementation with the roll out of change management, self service interface Chameleon and automatic email logging.

“Now that we have the right solution in place, we can keep improving our operations,” concludes Harper. “We fully intend to place the IT team at the forefront of our organisation.”

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