Best value IT support for housing charity

Richmond SupportDesk tightens up helpdesk services and paves way for ITIL best practice

National housing, care and support charity Carr-Gomm has implemented Richmond SupportDesk, helpdesk software from Richmond Systems to help manage IT support for their users.

Richmond SupportDesk replaces Carr-Gomm's incumbent system which according to head of IT, Sri Muthukamaru was more suited to call centre work than IT helpdesk usage, and was poorly supported by the supplier.

“I had previously looked at Richmond SupportDesk and liked the people and the product.  When it became clear that the software we were using wasn’t fulfilling our needs, I contacted Richmond Systems.  Richmond SupportDesk came recommended by another organisation in our field and I was sure I could develop a close working relationship with Richmond.”    

Richmond SupportDesk met the key criteria for Carr-Gomm; integration with Active Directory, strong incident logging and reporting functionality and a clear development path for ITIL (IT Infrastructure Library).

Carr-Gomm staff are currently receiving training relating to the best practice framework, with the aim of introducing ITIL working practices in 2009.  Richmond SupportDesk is built around ITIL processes, with the key workflows already built in, allowing organisations to rapidly develop their ITIL strategy.

Carr-Gomm is also hoping to roll out the web element of Richmond SupportDesk which will allow users to log and track their own IT helpdesk incidents and thus offer a more personal service to users.