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Debenhams Reduces Operating Costs with ITIL® Best Practice and CA Service Desk Manager
Debenhams is one of the UK’s leading department stores, with 153 locations throughout the UK and Ireland. Over the last year, the company has implemented a number of IT systems to help to automate core business processes.
But although these new systems helped to improve efficiency, Debenhams’ daily operations became much more reliant on IT availability and performance levels. If key systems had suffered downtime, customer service levels and sales could have been severely impacted, particularly during a peak period.
This brief case study reveals how Debenhams helped align its IT support operation with ITIL. Read now to learn how they were easily able to:
- Reduce its first line support head count by 21 percent within nine months
- Improve employee productivity and satisfaction
- Free up store staff to spend more time with customers
- And more