Case Study: Dunstan Thomas

Dunstan Thomas needed to provide an efficient IT Support service to meet the demands of an expanding software technology business. Support cases needed to be raised by the users, managed by IT Support and tracked by both in an intranet environment. Management needed to monitor the service to ensure performance benchmarks and customer service level agreements were being met.

Amplify developed an intranet portal allowing cases to be raised, prioritised and monitored using Microsoft Sharepoint technology. Filtered lists allow users to view the progress of their cases and a summary dashboard provides management with KPI metrics to assess performance against expected service standards. The portal also provides quick and easy access to centralised IT procedures and documentation creating a one stop shop for IT Support.

The site has since been expanded to include a variety of typical IT Support activities and responsibilities including backup monitoring, software license tracking, asset logs, spare parts catalogues and calendarised events and reminders for IT staff to provides a centralised and collaborative working environment for IT Support and its clients.

This site can be purchased as a template from Amplify. Contact us for more details.