The Bunker builds bulletproof IT

The Bunker, the Ultra Secure Managed Services Provider and owner of secure data centres, is using LANDESK Service Desk Suite to meet customer Service Level Agreements (SLAs) and help end-users log and solve incidents autonomously.

The Bunker has enabled their users to request new hardware, software or services through LANDESK Service Desk’s easy to use graphical interface, accessible on any device. The Bunker team can also use the system to check service desk performance against SLAs. This ensures that customers have incidents escalated to a high priority; they can also reassign the activity or notify the service desk, unique to LANDESK Service Desk. As a result, LANDESK Service Desk alleviates pressure on the core service desk team, which enhances productivity, cuts errors and boosts customer service.

“We are located within ex-military nuclear bomb-proof fortresses and provide Ultra Secure hosting for government, healthcare and financial services,” says Mike Watts, Head of BSS/OSS at The Bunker. “Due to the nature of these industries, customers expect reliability from all of their providers, which is why it is essential that our customer service is exceptional. Our objective was to find a solution that made IT simpler by empowering users to monitor and manage their own IT, so that we could perform well against our customer SLAs. LANDESK felt like the perfect match.”

Previously employees were using multiple systems to produce one user ticket, prolonging the time it took to handle and fix incidents. Now users can log onto the catalogue portal, browse and request for the service they need, making it a frustration-free process. It also provides real-time visibility of performance against internal and external SLAs; LANDESK Service Desk can show if an agreement is close to breaching, meaning The Bunker is able to prioritise it, ensuring they can safeguard commitments.

“We know that The Bunker is an Ultra Secure business and needs a solution that goes beyond the service desk portal,” says Nigel Seddon, Area Director at LANDESK. “They required a solution that works 24/7, scalable enough to satisfy their consistent growth and a tool that simplified IT across their business. LANDESK Service Desk consolidates all of those requirements into one neat system, which allows The Bunker to remain secure, improve customer SLAs and keep workers productive.”

After issuing a statement of requirement, The Bunker decided that LANDESK went beyond other service desk solutions they evaluated, as it allowed them to extend service management processes beyond its core IT, such as in HR and Finance. For example, The Bunker is now able to completely automate the on-boarding of a new employee, which includes all HR activities and processes, like allocating a car parking space and providing an employee access pass.

“The solution is giving us visibility into activity across our business and, most importantly, making users self-sufficient,” says Watts. “It’s that granular view that makes it far superior than any other solutions we looked at.”

The contract was signed in June 2013 and implementation went live just two months later in August. Employees received one-to-one consultation, as well as training to get them up to speed with the software. The relationship is set to continue in 2014 as The Bunker looks to invest in other LANDESK solutions.