About UKN Group
UKN Group is a leading technology Service and Solutions provider with clients spanning Europe, Australia, Hawaii and America.
UKN’s Service Desk is both based centrally at the Basingstoke headquarters and on a number of client sites across the United Kingdom.
On average the service desk handles in excess of 1,000 incidents and service requests per month and supports just over 10,500 end users globally.
The service desk comprises of 26 analysts and engineers, ranging from 1st line, 2nd line support, Infrastructure Management team (IMT/3rd line) and Professional Services (4th line).
The Challenge
To gain a competitive edge and improve service desk processes
UKN Group wanted to ensure their service desk remained best in class by benchmarking it against a stringent set of global standards.
A restructure of the Board and upper management had a knock on effect on the service desk with changes in processes, reporting lines and objectives to assimilate.
The service desk did not have a problem management function which meant that they weren’t systematically identifying and dealing with root causes of incidents.
“In this competitive marketplace, any edge we have over our competition will help us both grow and maintain our business. ”
The Solution
Identify keys areas for improvement
UKN Group began their SDC journey in 2010 when they became 2 star certified. The auditor’s recommendations identified key areas for improvement and progress was made year on year to reach the current 4 star rating.
Validation surveys were introduced to test analysts’ knowledge of key processes and procedures. This highlighted gaps in training and knowledge which could then be addressed.
SDI events were part of the solution as they helped get the whole service team involved and brought a valuable sense of perspective and awareness of the wider IT industry.
“SDI has been our ‘Agony Aunt’ throughout our challenges. Our account manager has always been at the end of the phone and with online case studies, templates and guides, this made the whole process manageable. ”
The Results
Improved service delivery levels
Adopting the SDI Standard as part of Service Desk Certification has helped UKN to create more efficient service desk processes. Implementation of a problem management process resulted in a drop of 28% in number of incidents reported.
A review of service desk career paths and a new Reward and Recognition scheme has increased motivation within the team. A new ‘choose your mood’ tool allows management to track staff morale on a daily basis.
Certification has given UKN a competitive egde helping them to gain new clients and meet the business’ financial objectives.
