Kirklees Council leverages Alemba Service Manager (ASM) to streamline their IT Service Management, enhancing self-service capabilities and IT operations across the borough. Through their partnership with Alemba, Kirklees Council has transformed its IT services, achieving greater efficiency, user satisfaction, and alignment with ITIL best practices.
Kirklees Council is a major local authority in West Yorkshire, England. Facing the challenge of managing a high volume of contacts and a diverse set of IT requirements, they sought a robust ITSM solution. ASM provided the answer, offering an ITIL-aligned, highly configurable service management system that transformed their IT operations.
Kirklees Council required a comprehensive ITSM solution to efficiently handle incidents, requests, and changes while promoting self-service among end users. Their existing configuration items, managed via Microsoft Endpoint Configuration Manager (MECM), needed to be integrated into the new system for seamless accessibility. Additionally, the Council wanted to reduce reliance on manual intervention for routine tasks like password and MFA resets, enabling faster resolution and improved security.
The Kirklees Council Head Offices
Alemba collaborated closely with Kirklees Council, implementing ASM to support their extensive IT operations. Key features and integrations included:
Kirklees Council also implemented a range of powerful automation features to improve efficiency, including role-based self-service for secure password and MFA resets. Through ASM’s integration with Active Directory, Entra ID, and HR systems, employee-manager relationships can be synchronized and verified in real time. This makes it possible to support use cases like:
The success of this project was highlighted at the Alemba 2023 User Conference, where Kirklees Council showcased their innovative use of digital automation and the intuitive self-service portal.
Kirklees Council, established in 1974, serves as the local authority for the borough of Kirklees in West Yorkshire, England. As one of the largest local authorities in the UK, Kirklees Council provides a wide range of services to its diverse population through five directorates, including Children and Young People, Public Health and Adult Social Care, and more.
Kirklees Council leverages Alemba Service Manager (ASM) to streamline their IT Service Management, enhancing self-service capabilities and IT operations across the borough. Through their partnership with Alemba, Kirklees Council has transformed its IT services, achieving greater efficiency, user satisfaction, and alignment with ITIL best practices.
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