A housing management group in Tyneside has reduced its helpdesk calls by one third since introducing ITIL-based processes.

Your Homes Newcastle (YHN) enlisted IT services consultancy A&O to improve working practices, as it prepared to launch a new service desk this month.

YHN is using a Software-as-a-Service application to simplify the implementation of ITIL, as part of an upgrade of IT services, business processes and working practices throughout the organisation.

ITIL has helped to reduce the number of calls that support staff receive in relation to minor problems, said Geof Ellingham, chief information officer at YHN.
"When I joined YHN in August 2007, I recognised that we needed to implement ITIL," he said.

"The IT department was receiving calls from employees to resolve small errors – often hundreds a week – without any trends being identified. It was being used as a helpdesk, rather than a service desk."

"We are supporting over 850 employees, so wanted to move from being reactive to proactive,” Ellingham added.

YHN was set up by Newcastle council, and is an arms length management organisation (ALMO).