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Lincolnshire Co-op, an independent consumer co\u2011operative has deployed Ivanti Neurons for ITSM across the enterprise with the help of CTMS Service Management.<\/strong><\/p>\n It has improved multiple business processes and enhanced the customer experience. Lincolnshire Co-op saved \u00a3150,000 by reducing overnight food wastage with better management of equipment breakdown alerts.<\/p>\n Deploying a best-in-class enterprise service management system<\/p>\n Alan Bullman, IT support manager at Lincolnshire Co-op has responsibility for a Central Services team of 30 people. This is Alan\u2019s journey with CTMS and Ivanti Neurons for ITSM:<\/p>\n \u201cWe needed a robust ITSM system that could support IT and non-IT business processes. With the help of CTMS, we implemented the Ivanti platform for core ITSM functions including Service Desk, Incident, Service Request, Change Management, Knowledge and Self Service.<\/p>\n Working alongside CTMS, we have grown from using the platform for IT support and fleet management to include property maintenance, pensions, customer queries, health and safety, and more.\u00a0 The goal was to have our services managed and supported in a single platform that can deliver world-class service management outcomes not just for IT but across the enterprise.<\/p>\n Each time we roll out Ivanti Neurons for ITSM to a new business function we gain advocates who champion the business value it has driven.\u00a0 We have developed the platform widely across the business but we rarely want something out of the box.\u00a0 The ability to customise the platform to create a solution that solves our specific business and operational challenges is invaluable.<\/p>\n Ivanti Neurons for ITSM is a true enterprise service management system that is driving greater efficiencies across more processes that underpin our business.\u00a0 CTMS has been instrumental in implementing the breadth of services the platform now supports.<\/p>\n CTMS: A flexible transformation partner<\/p>\n We see CTMS as a true transformation partner. \u00a0We have a close working relationship where we understand each other\u2019s skills, goals and objectives. \u00a0We don\u2019t always agree! But they\u2019ll recommend an alternative tool or approach if CTMS believes it will deliver a better outcome. That\u2019s why I trust them.<\/p>\n Additionally, CTMS has worked hard on ensuring knowledge transfer to my team so that we can be more self-sufficient on the platform.\u00a0 Without this, we wouldn\u2019t have been able to achieve the breadth of outcomes with Ivanti Neurons for ITSM both in terms of cost and delivery timescales.\u00a0 We have the choice of whether:<\/p>\n \u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 We take on the development work in-house with the support of CTMS<\/p>\n \u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 We do all of the development in-house<\/p>\n \u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 We outsource everything to CTMS<\/p>\n Fully outsourcing is particularly useful when the requirements are more complex or we have a challenging deadline.\u00a0 This flexibility means I can make optimum use of our IT budget whilst calling upon CTMS\u2019s Ivanti platform expertise wherever it adds value.<\/p>\n Taking best practice service management into the wider business<\/p>\n We worked closely with CTMS on the design and development of a self-service portal for IT.\u00a0 It has proved to be so successful with users, that our other part of the business wanted something similar. CTMS trained my team on the self-service technology and we can keep the portal up to date with any changes. We also directly developed a self-service portal that was customised for Health and Safety.<\/p>\n Customer Queries that were previously managed on an Access database are now supported in Ivanti. \u00a0We have customised Ivanti Neurons for ITSM to use as a CRM system, pushing the boundaries of what the platform is capable of.<\/p>\n All of the experts in the business can update cases and contact a customer.\u00a0 We track queries and Ivanti for ITSM gives us accountability and a full audit trail.\u00a0 We introduced SLAs and the platform automatically alerts us if a case exceeds a set time limit \u2013 we never had this visibility before.<\/p>\n We have taken best practices from the ITSM world and improved processes in other parts of our business, eliminating single points of human failure and point solutions.<\/p>\n Accelerated deployment equals faster realisation of benefits<\/p>\n The service that we get from CTMS is first class; They are always available for a discussion and willing to help. \u00a0It feels like we get a premium service even though we are not their biggest customer.\u00a0 Together, we have been able to go further and faster in our deployment of Ivanti across the business.<\/p>\n Bringing pensions call logging onto Ivanti Neurons for ITSM is a good example where we ran the project in-house, but we wouldn\u2019t have been able to achieve this without the knowledge transfer from CTMS.<\/p>\n In contrast for our self-service portal project, I asked CTMS to do the majority of the development work as the requirements were more complex.<\/p>\n Custom insights empower smart decision-making<\/p>\n We use Ivanti dashboards extensively as it gives each part of our business, live reporting on critical insights that matter to them. \u00a0We can monitor the health of IT and the business according to various criteria.<\/p>\n From an IT perspective do I have any P1 incidents that I need to deal with, how many cases have been resolved, etc?\u00a0 Each of the business areas that use Ivanti, have its own specific custom dashboards enabling Lincolnshire Co-op to cut through the mass of data and make smarter decisions.<\/p>\n Saving \u00a3150,000 pr year on food waste<\/p>\n The Service Desk operates 24x7x365. \u00a0Around 1,000 cases per week are logged by email, Microsoft Teams, self-service, and phone. Lincolnshire Co-op also has overnight processes such as fridge monitoring. \u00a0Ivanti automatically processes any alerts generated by the notification system.<\/p>\n If an issue persists for more than an hour, a case is created for the Service Desk. It helps us stay on top of the notifications that the alerting system generates.\u00a0 We have eliminated around \u00a3150,000 per year of food wastage resulting from overnight fridge or freezer failures.<\/p>\n A reliable, flexible platform<\/p>\n I\u2019ve only seen the Ivanti platform go down once, it is an incredibly reliable. In the P1 incident, CTMS\u2019s response was incredibly professional and timely. \u00a0We are also looking into Ivanti Neurons for ITSM cloud version this year which offers further resilience and reduced reliance on our infrastructure.\u00a0<\/p>\n We allow selected 3rd party contractors, to access Ivanti so they can actively manage and update their cases, which is particularly important in property management.\u00a0 Our customers have access to the most up-to-date information which means a better user experience and faster resolution times.<\/p>\n Leverage investment in Ivanti for better outcomes<\/p>\n The drive for continual service improvement means we are always looking to how and where we can leverage our investment in Ivanti. A guiding principle is how can we improve the customer journey by automating key processes to drive deliver efficiencies and better service.\u00a0<\/p>\n We are working on deploying the Ivanti platform to support Security across the business, such as fuel theft reports and requests for CCTV. \u00a0We are creating a centralised offenders register which will eliminate information stored in several hundred forms.<\/p>\n Our roadmap includes using Ivanti Neurons for ITSM to support our out-of-hours pharmacy, service inventory and stock management.\u00a0 I\u2019m always interested in understanding the art of the possible, and we will be taking a close look at how the Ivanti platform could help to deliver further beneficial outcomes.<\/p>\n Aligned to Lincolnshire Co-op\u2019s purpose<\/p>\n Our relationship with CTMS epitomises Lincolnshire Co-op\u2019s purpose which is \u2018to bring together ideas, energy and resources to make life better in our communities\u2019. \u00a0I value their honesty and transparency and would recommend CTMS to any company looking to deploy or expand the footprint of Ivanti Neurons for ITSM.<\/p>\n The collaboration has seen us make huge progress in unlocking the power and potential of Ivanti Neurons for ITSM for true enterprise service management.\u00a0 We have moved away from siloed and unstructured information into the world of modern service management, gaining greater visibility and control over our business.<\/p>\n I look forward to continuing our relationship with CTMS as we innovate and bring other business functions onto the platform.\u201d<\/p>\n<\/div>\n