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BHT – ITSM Design & Implementation for 10,000 User Environment

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Trusted When It Matters Most.

Case Study: Transforming IT Service Excellence for Belfast Health and Social Care Trust

Client Overview Belfast Health and Social Care Trust (BHSCT) is a leading healthcare provider serving 340,000 residents in Belfast and Northern Ireland. With over 22,000 employees spread across 100 locations, BHSCT operates 24/7 to deliver critical health and social care services.

The Challenge

Managing a large, complex organization comes with IT challenges. The BHSCT IT Service Desk faced overwhelming demand, processing 60,000 incidents and service requests annually. However, the existing third-party system struggled to meet organizational needs due to:

  • Poor process orchestration and minimal automation.
  • Lack of self-service options, leading to high volumes of manual support.
  • Limited reporting capabilities, making data management and insights difficult.
  • Delayed issue resolution, resulting in low user satisfaction.

BHSCT needed to enhance its ITIL maturity, optimize service delivery, and align IT operations with business goals—all while dealing with limited resources.

The Solution: Seamless IT Transformation with Cased Dimensions & Microsoft

Services Delivered:

BHSCT partnered with Microsoft’s specialist partner, Cased Dimensions, to deliver a comprehensive ITSM solution tailored to their needs. Key services included:

      • Integrated ITSM Platform: Deployed Microsoft System Center 2012 Service Manager, integrated with Operations Manager, Configuration Manager, Active Directory, and Microsoft Lync for a unified environment.
      • Process Automation: Automated configuration management processes for precise device and application control.
      • Self-Service Portal: Implemented Cased Dimensions’ portal, enabling employees to submit and track requests independently.
      • ITIL Alignment: Conducted workshops on key ITIL processes, including incident, problem, and change management.
      • Continuous Remote Support: Provided ongoing platform updates and enhancements.

Implementation Approach:

Cased Dimensions ensured a smooth, phased deployment through:

      1. Process Workshops: Identified business requirements and designed best-practice ITSM processes.
      2. Collaborative Design: Built an integrated solution leveraging existing Microsoft tools to enhance functionality.
      3. Custom Enhancements: Tailored Service Manager Management Packs and self-service options to meet BHSCT’s specific needs.
      4. Staff Training: Delivered comprehensive training sessions to ensure the IT team could manage and optimize the system effectively.

Key Microsoft Themes in Action:

      1. Automation and Efficiency:
        The integration of Microsoft System Center components reduced manual interventions and streamlined operations.
      2. Enhanced Collaboration:
        Microsoft Lync enabled real-time communication, improving response times and fostering teamwork between IT staff and end users.
      3. Scalability and Adaptability:
        The modular solution can scale to support future growth, ensuring long-term viability and adaptability.
      4. Data-Driven Insights:
        With automated CMDB updates and centralized data, BHSCT made faster, more informed decisions to allocate resources effectively.

Impact and Results:

      1. Boosted Service Desk Productivity:
        • Automated workflows freed up time for service desk analysts to focus on complex tasks.
        • The self-service portal reduced repetitive requests, making the process more efficient.
      2. Accelerated Resolution Times:
        • Accurate, first-time data collection ensured proper routing and quicker issue resolution.
        • Employees experienced faster response times, improving overall satisfaction.
      3. Improved Industry Reputation:
        • BHSCT achieved Service Desk Institute (SDI) accreditation, demonstrating adherence to global best practices.
      4. Significant Cost Savings and ROI:
        • Automated processes saved 150 work hours per month, contributing to rapid returns on investment.
      5. Future-Ready Infrastructure:
        • The scalable and adaptable design supports continuous growth and future technological advancements.
        • Centralized real-time data improves decision-making and security.

Client Testimonial:

“The beauty of Cased Dimensions’ solution lies in its ability to automate the data layer with Configuration Management. The integrated service framework connects seamlessly with Microsoft technologies, automates processes, and enhances ITIL.
Thanks to Cased Dimensions, productivity is up, and users now submit accurate information independently. With 60,000 service requests annually, the ROI was swift, and user satisfaction has noticeably improved.”
— Cormac O’Brien, ICT Services Manager, Belfast Health and Social Care Trust

Conclusion: A Blueprint for IT Success

BHSCT’s transformation highlights how Cased Dimensions and Microsoft’s integrated solutions can drive operational excellence in even the most demanding environments. By automating processes, enhancing collaboration, and aligning IT services with business objectives, BHSCT unlocked new levels of productivity and user satisfaction.

With a scalable, future-proof infrastructure now in place, BHSCT is equipped to focus on its core mission: delivering exceptional healthcare to the communities of Belfast and Northern Ireland.

Ready to transform your IT service desk? Partner with Cased Dimensions and Microsoft today.