Hornbill Case Study on Service Desk Transformation

This case study details the transformation of service desk operations at Mid and South Essex NHS Foundation Trust, which serves a large population across multiple hospitals. The document outlines the challenges faced prior to the implementation of Hornbill's Service Manager, including low self-service adoption rates and a high volume of service requests. The objectives of the project included unifying the service experience, increasing self-service adoption from 5-15% to 70%, and significantly reducing response times. The implementation followed an agile methodology, achieving key milestones within a 3.5-month timeline. The results included a unified incident and request management system, improved IT efficiency, and a notable increase in self-service usage. The case study emphasizes the shift from an operations-focused to a customer-focused approach, enhancing the overall employee experience and operational efficiency within the trust.