Dorset: Blue Chip invests £1m in service desk management platform

Following a record year of growth, Poole-based IT specialist Blue Chip has announced a £1 million investment over five years in the ServiceNow platform, heralding a major change to its service desk management system.

This substantial investment in cutting-edge software will further automate, streamline and manage processes and ensure that Blue Chip maintains its position as leaders when it comes to service delivery.

Anthony Green, sales and marketing director, explained: “In recent years we have undergone extensive growth both through customer acquisition and staff numbers.  While we have developed our operational processes in line with this, we have reached a point where our previous IT management solution (Autotask) could no longer support the functional needs that have enabled us to deliver excellent service to our customers this far.  We believe that any forward-thinking IT company should continually review its internal procedures and we have always been progressive when it comes to investing in the right solutions to meet our customers’ requirements.”

Leading service management software, ServiceNow, is used by corporate businesses including banks, consultancies and manufacturers. Blue Chip is now using ServiceNow to log and work-on incidents, manage network and device configurations, monitor and manage governance controls and automate services. The result will be improved service with high-quality information on customer systems as well as the services supported by Blue Chip.

Green added: “Our internal processes and existing service system will be enhanced through the provision of governance controls to systematically ensure that vital tasks are completed.  An intelligent change management database will help manage customer environments even better, providing live drill-down reports on customer tickets and a catalogue of the services we provide.  Significantly, IT managers will be able to directly log, review and update tickets while having a company-wide view of all tickets for the other users across their business. The result is the enhanced quality and consistency of our service delivery, with change management capability.”