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London School of Economics Optimises IT Service Desk with Pink Elephant Solutions
New ITSM Tool optimises IT Service Desk
The London School of Economics and Political Science (LSE) is a leading institution in social sciences, with a global reputation for excellence. As one of the top universities worldwide, LSE boasts 23 academic departments, 22 research centres, and nearly 12,000 students. Among its distinguished alumni are 18 Nobel Prize winners and 37 world leaders.
The Challenge: Outdated ITSM Technology
The LSE’s service desk was struggling with over 1,000 issues each month, ranging from password resets to application support. The self-help portal had low user engagement, and the ITSM technology in use had become heavily customised, inefficient, and outdated. This not only hampered staff morale but also led to communication breakdowns, creating silos, delays, and additional workloads.
The Solution: Pink Elephant’s Comprehensive Approach
Understanding that simply implementing a new ITSM tool wouldn’t solve all their issues, LSE partnered with Pink Elephant to address the challenge holistically – focusing on People, Process, and Technology. In 2017, Pink Elephant conducted a maturity assessment of LSE’s core ITSM processes using their proprietary PinkScan™ and PinkSELECT™ tools.
Key Activities
- Analysis of the current support model
- Identification of existing best practices and opportunities for improvement
- Review of core ITSM processes, including Incident Management, Request Fulfilment, Problem Management, and Change Management
- Creation of requirements for a new ITSM tool and support in the selection process
Results: A World-Class IT Service Desk
The project culminated in the implementation of a new ITSM tool, Cherwell, chosen for its industry-leading functionality and user-friendly portal. Pink Elephant provided a costed business case and a high-level roadmap, ensuring a seamless deployment across LSE’s live environment with minimal disruption.
The refreshed and optimised ITSM processes have greatly improved the workflow for LSE’s technical support teams, enhancing their morale and resulting in a first-class IT customer service that aligns with the university’s global reputation.
Customer benefits
- A clear and concise roadmap
- Workshops to optimise buy-in
- SWOT-analysis
- ITSM toolset selection support
- Process improvement support
- Asset Management introduction
- Improvement of service quality
- Increase in staff engagement and morale
- Improved customer experience and satisfaction
Why Choose Pink Elephant?
Pink Elephant is a global leader in business innovation and IT services. Our unique approach, combining expert knowledge with hands-on workshops and tailored solutions, delivers tangible results. With Pink Elephant, LSE achieved an ITSM vision fit for a world-class university.