United Biscuits has upgraded its service desk technology with enhancements to the Sunrise IT Service Management (ITSM) system.
Since first deploying Sunrise ITSM and self-service technology 18 months ago, United Biscuits says it has created a highly flexible service desk to support the company’s fast-moving and rapidly expanding business environment.
The recent go-live of the latest version of Sunrise ITSM with its HTML 5 interface and the introduction of a fully populated Configuration Management Database (CMDB) have further increased efficiencies and tangibly improved first-time fix rates for its 4,000 users around the world.
United Biscuits supports the users at 18 locations across Europe, the Middle East, Africa and the Asian sub-continent, including its latest ventures in Nigeria, Saudi Arabia and India.
Speaking on the technology upgrade, Gary Devaney, IT service manager at United Biscuits said that the software offers "simplicity and flexibility all within a cost-effective package".
The innovative technology has enabled the company to create a dynamic service desk environment that delivers "faster, more efficient IT services" to help staff tackle the challenges of its expanding international business activities head on, he said.
United Biscuits has significantly improved the company’s change management process with the upgrade.
"The powerful integration capabilities of the technology have totally transformed our overall approach to Change Management and realised our goals for introducing an effective CMDB. At a glance, we can manage our entire asset lifecycle from purchase, installation, maintenance and ultimate disposal in a proactive way."
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