Attack on Complexity
- Article 2 of 2
- Managed Services, February 2005
South Lanarkshire Council has more experience than most organisations when it comes to managed services for the desktop.
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Ashcroft has already observed “appreciable differences” in desktop services, but acknowledges that might simply stem from the fact that HP's contract was in its later stages and the Computacenter deal is just beginning.
To ensure Computacenter maintains that current level of enthusiasm, the council has built break points into the new contract for assessing progress and the process improvement. “Managing such a distributed desktop estate can be extremely challenging and we will be looking at various initiatives, such as pre-imaging and security patch management, to help us both reduce costs and complexity,” says Ashcroft.
Although there have been some cost savings already, with Computacenter charging more for support but less for leases on the new equipment, Ashcroft says the main benefits have come from Computacenter's application of the IT Infrastructure Library (ITIL), standard guidelines for service management created by the UK government. “We saw them as somebody who would raise our game in terms of service management and service delivery.”
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