Worcestershire County Council enhances IT service delivery and efficiency using Alemba's IT Service Management solution, Alemba Service Manager (ASM), benefiting 5,000 customers and 100 analysts.
Worcestershire County Council (WCC) partnered with Alemba in 2018 to overhaul their IT Service Management (ITSM) approach. Seeking to replace their existing outsourced solution, WCC aimed for a more flexible, future-proofed IT Service Desk system. The transition to Alemba's cloud-hosted solution delivered comprehensive ITIL processes, improving service delivery, reducing costs, and enhancing user experience. By leveraging ASM, WCC has successfully transformed their IT Service Desk, achieving greater efficiency, flexibility, and user satisfaction.
WCC's implementation of ASM supports 100 analysts and 5,000 end users. ASM is deployed across various departments, including Adult Services, Children Services, County Infrastructure, Environmental, and Economic Support Services, ensuring robust IT service
WCC faced the significant challenge of replacing their outdated IT service desk solution with a modern, flexible, and cost-effective platform. The goal was to enhance service management across a broad user base while ensuring minimal disruption during the transition. The aggressive timeline for going live and the need for extensive training of analysts added to the complexity.
Alemba addressed these challenges head-on by deploying ASM, which provided a robust, future-proofed ITSM platform. Despite the tight deadlines, Alemba successfully:
Worcestershire County Council serves a population of approximately 567,000 across 1,741 km² in the UK. Established in 1998, WCC operates within a two-tier local government structure, delivering essential services such as Adult and Children Services, County Infrastructure, and Environmental and Economic Support. Their IT infrastructure includes a mix of on-premise, cloud-based services, and a dedicated data center in Worcester.
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Worcestershire County Council enhances IT service delivery and efficiency using Alemba's IT Service Management solution, Alemba Service Manager (ASM), benefiting 5,000 customers and 100 analysts.
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