“The project has presented some interesting challenges,” says Mark Lyttle, CEO Fusion Business Solutions. For example, our consultants had to take part in military exercises on Salisbury Plain with the incoming regiment during system training and testing – and one of our support engineers was flown into Camp Bastion in Afghanistan with the RAF. He had to be fitted out with protective armour and given special training.”
The fact that each regiment is deployed to Afghanistan for a six-month tour of duty adds to the challenge.
The new service desk, which operates over both fixed line and satellite links, replaces a number of disparate systems working over multiple networks which were becoming increasingly inefficient. Since the BMC Remedy service desk has been in place there has been a significant improvement in performance, including an enhanced prioritisation of tasks with better logging, tracking and escalation of incidents in the field so that any problems are quickly addressed and troops can focus on their job. Because the data gathered is more accurate and the ease of the system encourages faster and more comprehensive reporting of incidents.
“Fusion was chosen as a service management specialist, BMC Remedy expert and a consultant in IT Infrastructure Library (ITIL) best practice. It has been extremely flexible and willing to work within the demanding restraints necessary. It also has been able to successfully adapt the BMC solution to suit our specific requirements, such as the need for multiple security levels. The solution has been working well for around six months now and is a key capability for the MOD’s approach to service management,” says Cdr Andy Rowlands (RN), Manager of the MOD’s Global Operations and Security Control Centre (GOSCC).
