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Leicestershire County Council migrate its ITSM software to Marval’s web based solution

United Kingdom November 2016: Long standing Marval customer Leicestershire County Council (LCC) has successfully gone live with Marval's web based IT service management hosted solution MSM v14 to deliver support services across the region.

LLC elected to implement MSM v14 to help achieve its service improvement goals of delivering professional, economic, effective and efficient customer-centric IT support services to its customers.

Primary considerations for selecting and implementing Marval's process-driven solution, MSM v14, included:

  • Driving operational efficiency and effectiveness combined with sound IT governance and controls.
  • Introduction of a formal, centralised, single support system for incident, service request and change management.
  • Achieving higher levels of first time fix rates with help from the tool by using MSM's knowledge item database.
  • Creating an operational 'Single Point of Contact' and effective first line Service Desk team.
  • To become more proactive in its service management approach.
  • Delivering quality management information and meaningful reporting.
  • Implementing easy-to-use customer self-service for raising requests via MSM's web portal.
  • Clearly demonstrating value for money and quality.

Working in partnership and close alliance with the LCC project team, a comprehensive first phase implementation of MSM by Marval, within planned and agreed timescales, has provided LCC with configuration and support for:

  • Incident and service request management
  • Problem management
  • Change and task management
  • Service Asset and Configuration Management (SACM)
  • Customer self-service

About Leicestershire County Council

Leicestershire County Council (LCC) provides a wide range of services including social care, roads, economic development and public health to over 600,000 people. Information about its services, role and work with partners can be found at www.leicestershire.gov.uk

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