British Academy furthers service management excellence

Sunrise’s Sostenuto to centralise IT and facilities service desks

Chessington, 05 November 2009. The British Academy, the UK’s national academy for the humanities and social sciences, has chosen Service Management software Sostenuto from Sunrise to underpin the consolidation of its IT and facilities service desks into one centralised solution.

Following a restructure earlier this year, Head of IT Alan McMahon spearheaded the project with the aim of enhancing efficiency and transparency across the Academy. Having evaluated a number of solutions that were ITIL compatible, he explains why Sostenuto was selected:

“Sostenuto simply offered us the best solution in terms of value and functionality,” said Alan. “Other systems were too expensive, too simplified, or too complex! Sostenuto clearly met our immediate requirements, and we also felt that the application builder features within the software would enable us to develop its use in future, as we identify new areas that it can manage for us.”

Alan’s team is responsible for supporting staff at the British Academy and tenant organisations within the building, as well as close to a thousand academy fellows who have use of the building. They also provide audio-visual support for internal and external clients who book rooms at the Academy for meetings and events.

“It seemed obvious to us that what we do in IT is applicable to our facilities department as well,” said Alan. “Queries have to be recorded, fixed, closed and then you need a way of reporting on trends. A broken lock or a leaking roof is in this sense no different from a server outage or broken down printer.”

The project’s progress will be watched keenly by other departments within the Academy as the plan will be to eventually extend the platform to manage further functions.

About Sunrise Software
Sunrise was founded in 1994 and is a leading independent provider of IT Service Management solutions to internal and external facing customer operations.

Its customer base includes over 1,000 blue chip and public sector organisations, including names such as Anglian Water, Mothercare, the NHS, Harper Collins, Rugby Football Union and Landesbank Baden Wurttemberg.

Sunrise is widely recognised for excellent service, and product innovation is key to its long-term vision. This is the strategy behind the launch, in 2003, of Sostenuto ITSM, a process driven, entirely browser based solution to complement Enterprise, its well-established client-server offering.

For further information, please visit www.sunrisesoftware.co.uk.

About the British Academy
Established by Royal Charter in 1902, the British Academy champions and supports the humanities and social sciences. It is an independent, self-governing fellowship of scholars elected for their distinction and achievement.

For further information, please visit www.britac.ac.uk

Media Contacts:
Angela Steel
Marketing Manager
020 8391 9000
asteel@sunrisesoftware.co.uk
 
Jessica Humphrey
NSPR
01628 502 606
jessica@nspr.co.uk