ITIL ® compliance and new technology driving service desk demand

Richmond Systems recommends phased approach for mid-sized companies looking for ITIL® compliance

Demand for sophisticated service desk systems is growing in the UK, as businesses struggle to cope with new technology deployments and implement ITIL ® best practices. That’s according to research from Richmond Systems, provider of IT service support solutions.

Richmond Systems will be on stand D21 at itSMF this week, and has recently seen a surge in demand for its services and solutions including contract wins with Anix.

“While compliance with ITIL ® was one of the initial drivers for implementing SupportDesk, the technology is also a core component of our own proposition,” said Ian Barker, Head of Service delivery at Anix.

“We are now planning to migrate all divisions of the company over to SupportDesk – it’s proving invaluable in handling requests from our own team, as well as supporting over 200 of our customers.”

Richmond Systems carried out a survey among IT support workers which revealed that IT support teams are struggling to cope with demand from users not used to new technology implementations. The research also found that unexpected IT issues stop 84% of IT support staff in their tracks more than once a day, and 12% face these issues over ten times daily.

Additionally, more than a third (36%) of the IT staff questioned believe that unchallenging and unnecessary jobs are hampering their work. This is leading organisations to re-examine their service desk requirements, and face up to the challenge of ITIL ® compliance, according to Richmond Systems.

Richmond Systems has also seen demand grow from medium-sized companies, keen to take a ‘phased’ approach to adopted the ITIL ® processes to meet the requirements of the business.

“With every new company IT solution comes a greater need for IT support,” said Eric Wright, managing director at Richmond Systems.

“Users are also becoming more IT aware – the ‘have you tried a restart?’ line just doesn’t hold sway any more, and as businesses race to roll out new technology to remain competitive, the IT team will be more important than ever.”

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