Utilita Energy supplier uses cloud to rapidly scale IT service desk

Domestic vitality supplier Utilita Vitality remodeled its IT assistance management (ITSM) through cloud application when its current program was considered unable to support the company’s quickly growing company.

Utilita, which offers a lot more than 600,000 domestic premises with pre-paid gasoline and electrical power, permits its buyers to top rated up their meters on-line, by cellular phone, through SMS or by checking out a store. Though the company is going into agreement vitality, it is predominantly in the pre-paid current market.

Dave Woods, IT support manager at Utilita, leads a core staff of 12 IT support employees, split between to start with- and 2nd-line support.

The company’s two,000 employees function in the discipline and at operations in spots like Glasgow, Sheffield, Chesterfield and Colchester. In June 2015, the company only experienced 250 employees and its ITSM program was unable to support employees when quantities grew quickly.

“We realised the support we presented could be massively enhanced,” Woods informed Personal computer Weekly.

Though the company experienced an IT support staff, it was compact and there were being no specific procedures and treatments in area. “Because it was small-connect with volumes and not a large amount of individuals, we were being capable to get absent with a personalised desk-side assistance,” reported Woods.

As the company grew, this strategy was no for a longer time sustainable and the company began to appear at choices. Woods reported this originally expected session with the customers of IT inside the company, as user gratification was seen as crucial.

“It was vital to engage with the company and get clarity about where they saw IT, what they believed its strengths and weaknesses were being and how we could greater meet up with their demands going forward,” he included.

The IT support staff developed a list of around 180 companies it was furnishing, then went to current market to obtain an proper ITSM program to switch the Microsoft Service Supervisor instrument it experienced been using.

Woods reported it was vital the company comprehended the complications and specifications before choosing the application.

Utilita seemed at equipment from a selection of suppliers and wanted application as a assistance (SaaS) since it is simpler to manage and sustain. “If other individuals will appear soon after it for you, why wouldn’t you do it?” included Woods.

He located there were being heaps of equipment obtainable, but that most were being concentrated on substantial enterprises. The company picked an ITSM SaaS from Sunrise Software program, which Woods reported enabled the company to embed all the procedures it expected in a offer that was easy to use and realize.

This was vital as the prior Microsoft instrument remaining applied was “extremely cumbersome and not fit for purpose”, according to Woods. “To use it efficiently, you needed another person with good programming techniques in SQL and XML – and I am neither of these,” he included. “We wanted some thing we could run out of the box really very easily and Sunrise ticked all the bins.”

A assistance portal for customers presented through the Sunrise assistance was also an eye-catching option for Utilita. “I was very distinct when we started out that we need to have to have a lot more of the IT challenges solved by the customers on their own instead than by the assistance desk,” reported Woods.

“We wanted a portal that was thoroughly in the cloud, audio visible-integrated and just one where individuals did not have to remember loads of passwords. We also wanted customers to be capable to increase tickets and update them on their own.”

The implementation was accomplished by Utilita’s staff alongside Sunrise employees. “It was a two-pronged strategy. They comprehended what their application could do and we comprehended what we wanted their application to do,” reported Woods.

The beginning of implementation to full start was around 3 months. Benefits remaining attained incorporate the availability of full reporting, which has demonstrated that a lot more than 60{d11068cee6a5c14bc1230e191cd2ec553067ecb641ed9b4e647acef6cc316fdd} of ITSM tickets are remaining raised through the self-assist portal.

The ITSM is also furnishing critical metrics from the program, this sort of as the top rated 10 IT challenges that employees have. This facts permits the support staff to be proactive and lessen commotion complications, and it has saved the company income, reported Woods.

Further than ITSM, Utilita is using the cloud widely – utilising Microsoft Workplace 365 in the cloud, earning its human methods (HR) program and its inventory management program cloud primarily based, and the company is more and more using Microsoft’s Azure public cloud assistance.