IT Policies

Debenhams Reduces Operating Costs With ITIL Best Practice and CA Service Desk Manager

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Executive Summary

To maximise sales, Debenhams needs to ensure that any issues with the IT systems used in its stores and distribution centres are resolved quickly. These issues are handled by the company's IT department, which was keen to adopt ITIL best practices to increase efficiency and reduce operating costs. Debenhams implemented the service desk component of CA Service Desk Manager to automate support processes and aid ITIL adoption. The solution manages around 1,400 incidents a week. Self-service tools and a comprehensive knowledge base have vastly improved efficiency by enabling users to resolve problems without involvement from the IT department.

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