St. Helens Council, serving 180,000 residents and over 7 million annual visitors, became the first UK local authority to achieve ISO/IEC 20000 certification with Alemba Service Manager (ASM) playing a pivotal role. The Council selected ASM to support their digital transformation efforts and raise the standard of IT service delivery across the organization.
To support its mission of delivering exceptional public services and achieving ISO/IEC 20000 certification, St. Helens Council needed to replace a traditional Help Desk model with a modern, process-driven ITSM platform. Key objectives included:
“Implementing Alemba Service Manager has been pivotal for us in terms of delivering tangible business benefits to the wider organisation.”
St. Helens Council selected Alemba Service Manager for its powerful automation, flexibility, and proven support for ITIL best practices. Key features implemented include:
“Now we have much greater visibility, not just of our IT estate, but of how individuals are performing and how we’re delivering against SLAs.”
Following implementation and training by Alemba, the council IT team now operates a streamlined service desk with 5 analysts resolving nearly 60% of calls at first contact.
St. Helens Council leveraged ASM’s audit trail and automation capabilities to meet ISO/IEC 20000 requirements, achieving 80% compliance at launch. The system’s comprehensive SLA reporting and control processes helped establish:
“St. Helens is the first authority in the UK to be awarded certification against the ISO/IEC 20000 standard, and the fact that we were able to achieve compliance relatively easily is clearly down to Alemba Service Manager.”
St. Helen’s Town Hall
Founded in 1974, St. Helens Council is a high-performing local authority based in Merseyside, UK. Recognized as a top performer by the Audit Commission, it is committed to delivering value-for-money services, quality public engagement, and continuous improvement through IT innovation.
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