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North Wales Fire and Rescue upgrades ITSM platform


Mark Say Managing Editor

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North Wales Fire and Rescue Service (NWFRS) has upgraded its IT service management (ITSM) platform.

It is preparing to go live with the Sunrise ITSM 4 system following its use of earlier iterations since 2002.

The company said that NWFRS will be able to increase the self-service functions for employees, provide new management dashboard and an automated approach to requests around new starters and leavers. These functions have previously been paper based.

Steve Morris, ICT technical manager for NWFRS, said: “Thanks to the flexibility of Sunrise and the introduction of ITSM 4 we can now make big improvements in the way we deliver ICT service to users and ensure our teams continue to be best equipped to protect the lives and property of the people of North Wales.”

The implementation will also provide a platform for other departments to reach employees through the self-service portal, going beyond IT content to corporate communications and training videos.

Sunrise said there is also the potential for adding HR forms and that the service’s data protection team is evaluating the platform for recording and monitoring freedom of information requests.

Image from NWFRS

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