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Liverpool City Council: Reduce calls to the service desk by 30% in 3 months

Liverpool City Council


  • Managing 3 disparate ITSM systems, which had limited interaction and required manual intervention.
  • Increase self-service adoption and reduce manual call handling through automation.

Alemba Service Manager Solution

Alemba Service Manager provided one central system to provide the business with a service catalogue and a method of logging business changes into the ICT department.

  • Alemba Service Manager’s self-service interface provided a customer-facing service request catalogue via a single “shop front”.
  • Alemba Service Manager’s workflowed integration allowed cross-departmental communication on a single platform.
  • Implemented a large number of workflows, automating service delivery

Business Outcomes

  • A 30% reduction in calls to the ICT Service Desk in 3 months.
  • End-to-end automation of their procurement and business change processes.
  • A robust audit trail for reporting.
  • Increased customer satisfaction through self-service and increased visibility of Request progression.


Barts Health NHS Trust


Barts Health NHS Trust launched a long-term project with the goal of developing the maturity of its IT processes and significantly evolved their use of Alemba Service Manager to meet this objective.

Thirteen Housing


With Alemba Service Manager, the Thirteen Housing IT team was now able to visually show the automated process, from the initial email through to the creation of requests, the completion of tasks and the final outcome of granting or revoking access to equipment such as company laptops.



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