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Barnardo’s to use analytics to improve IT support

06/09/16

Charity aims to improve end user experience in supporting vulnerable children

The UK's largest children's charity Barnardo’s is to try and provide improved internal IT support via use of a new analytics platform. 

The aim: provide the visibility of our infrastructure from an end user perspective so as to enable the IT service desk to better diagnose issues and improve troubleshooting for greater satisfaction, says the third sector organisation. Barnados_1

That should enable the organisation to more accurately measure that end user experience, with a view to use information so gathered to improve the efficiency of incident management and service delivery across Barnardo’s.

“Our IT estate is extensive and the backbone of the critical services we deliver to vulnerable children 24/7, 365 days a year,” said its head of IT service management, Mark Bassett.

Bassett and his team selected a tool called Nexthink V6 to help. The technology is said to proactively monitor IT infrastructure and highlight important end-user related events, such as performance issues, failures, crashes, and security issues. Another plus, say the partners, is how the software’s combined real time and historical record of the use and performance of IT services from the end-user perspective provides the basis for real, actionable insight.

Real time support

Steven Little, country Mmanager Northern Europe at the vendor, commented that, “IT analytics provides real time reporting and intelligence to help the service desk and incident management teams that will enable Barnaro’s to ensure the availability of services, campaigning and research expertise to transform the lives of the most vulnerable children.”

Barnardo’s works with more than 240,000 children, young people and their families each year.

It offers over 900 services nationwide and has 8,500 employees in over 1,700 locations across Great Britain and Northern Ireland.

Image from Barnardo's website - 150 years supporting vunerable children

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