Panacea recently won the Managed Service contract for supporting Leeds City Council's (LCC) ITSM application. Panacea were approached to provide a more efficient, cost-effective solution for managing, maintaining and enhancing the LCC ITSM environment, replacing LCC internal resource for the majority of development /administration tasks.
LCC determined the best approach would be to delegate ITSM incidents and problems, normally handled by internal resource, to Panacea, who would then perform the tasks remotely through secure VPN access.
The service pricing also includes contingency for ongoing development and customisation of the ITSM application beyond the rudimentary customisation previously performed by the LCC internal resource. This type of development work would normally be associated with Panacea consultancy services.
“PWS are our partner for support of BMC Remedy products. We have built a close working relationship over a number of years, based on PWS's ability to deliver a high quality of service and a keen understanding of the challenges faced in a local government environment. PWS provide excellence in customer support, product development and product support whilst retaining a personalised human touch”.
"Andrew Byrom - Service Delivery Manager"
Leeds City Council
Included within the service:
- Remote system administration and configuration
- Complete testing and patch management
- Server/Application patch management
- A fixed number of senior consultancy days inclusive
- Incident, problem, and request management
- Change and release management
- CMDB Management
Benefits of the service:
- Lower total cost of ownership
- Improved response and fix times
- Access to senior level consultants
- No ongoing training costs
- Ongoing development/customisation included within price
Interested in learning more? Contact Sales.
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