Webcasts: Customer Perspective: Leeds City Council

Leeds City Council CTO David Halligan shares how the council modernized its IT service management environment by aligning with a Microsoft-first strategy and adopting ServiceTeam ITSM on the Microsoft Power Platform. The discussion explores the reasoning behind a platform-first approach, lessons learned from replacing a legacy solution, and how the council is using automation, self-service, analytics, and AI to improve service delivery while reducing complexity and accelerating digital transformation.

• Why Leeds City Council chose a Microsoft-native, platform-first approach instead of another standalone ITSM solution.
• How Power Platform, Dynamics 365, Microsoft 365 and ServiceTeam ITSM support the council’s broader digital transformation strategy.
• The operational and organizational challenges that drove the move away from a legacy ITSM platform.
• How self-service, automation, analytics, and AI are helping improve service experiences and operational efficiency.
• Key lessons learned from implementing a new ITSM platform in just 12 weeks and advice for organizations planning a similar modernization journey.

“Every minute one of our internal employees takes away from their job because they’ve got an IT issue that they can’t resolve is a minute that they’re not spending with a member of the public helping them with their problems.” David Halligan, CTO at Leeds City Council.