As part of its strategy to reduce costs and enhance service delivery, Wiltshire Council has transformed its information and communications technology (ICT) services in the last three years. In 2010, it began working with Microsoft Gold Partner Silversands on a project to bring its outsourced IT operations in-house. As part of this, it deployed Microsoft System Center Service Manager 2010 and the Provance IT Asset Management Pack to manage service-desk, asset management, and other ICT support tasks. The council’s service desk logs around 4,000 incidents, changes, and service requests a month, and System Center Service Manager and Provance played a crucial role in reducing operations costs.
The council’s long-term vision for ICT service delivery includes using both private and public cloud technologies to provide the best performance and service to its customers while obtaining optimum value for money. Integration and flexibility are key factors in the public–private network. For example, Microsoft Office 365 is currently used by 4,500 staff to access their Microsoft Office Outlook emails and calendars on computers and mobile devices, while Windows Azure hosts a range of public-facing applications and test facilities. Other line-of-business applications are hosted and managed in the council’s own data centre.
In late 2011, Wiltshire Council decided to upgrade its successful service-desk and integrated IT asset management solution to meet new business requirements. Andy Spurway, Head of Service Delivery, Wiltshire Council, says: “We wanted to make the most of the improvements available in Microsoft System Center 2012. For example, the latest version of Service Manager has enhanced the way incidents and changes can be managed. This function would help us to resolve incidents effectively and ensure we minimise the impact of service outages on our internal and external customers.”