IT Service Management and Self-Service boost IT efficiency and save UK’s leading biscuit manufacturer £25,000 a year.


United Biscuits (UB), the UK’s leading biscuit manufacturer, has selected Sostenuto ITSM from Sunrise Software to support 4,000 users at more than 15 locations in the UK, Belgium, France, Netherlands and the Republic of Ireland. Since deploying Sostenuto ITSM and Sunrise Software’s Self-Service portal ‘Iguana’, UB has significantly boosted IT efficiency and expects to save in the region of £25,000 every year. Based at the organisation’s headquarters in Liverpool, the new Sostenuto ITSM Service Desk delivers round-the-clock support to employees throughout the organisation, with UB’s third party support partners based in India also accessing the central Service Desk to manage incidents around the world.

United Biscuits went live with the new systems in just four months and UB’s 40+ strong IT team is now using Sostenuto ITSM to develop robust and consistent processes for Incident, Change and Problem Management across the organisation.

Sostenuto captures 100% of IT incidents ensuring all receive prompt attention. Staff are able to log their own issues via the Iguana web-based Self-Service portal.  In addition to saving time and reducing the number of calls coming into the Service Desk, the introduction of Self-Service has given users complete visibility, of how their incidents are being handled and the ability to track progress from beginning to end.

Using Sostenuto, United Biscuits has significantly improved the company’s Change Management process.  Requested IT changes are now sent automatically by email to managers with sign-off authority who simply accept or reject them at the click of a mouse. The speed and simplicity of the process means that far greater numbers of changes are approved and subsequently administered than ever before.

In the short time since deploying Sunrise Software, United Biscuits has reaped considerable benefits. The simplicity and flexibility of the system alone have delivered significant time savings through customisation and self-service. Most striking, however are the tangible cost benefits of Sunrise Software made possible by a single, consolidated platform that is easy to maintain, in a totally virtualised environment without the need for new or additional hardware. Add to this a cost-effective software licensing model and UB’s initial investment in Sunrise technology is expected to yield impressive savings of around £25,000 a year, every year.

Sunrise Software

Tel: 020 8391 9000

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