Case Study: London Borough of Brent streamlines shared IT service delivery with Hornbill Service Manager

London Borough of Brent Embraces a Shared Service Culture

The London Borough of Brent, a local government authority, faced a challenge in scaling its IT service provision after transitioning to a shared service model with other boroughs. Their on-premise support system could not adequately support the growth from 3,000 to over 9,000 customers, and they specifically required a more intuitive self-service portal as their exclusive channel for user requests. To address this, they turned to vendor Hornbill and its cloud-based Service Manager solution.

Hornbill’s solution provided a simple, user-friendly interface that required minimal training and an excellent self-service portal that worked across multiple devices. The implementation was smooth and completed swiftly, allowing the borough to onboard new partners and migrate from their old system with minimal disruption. The results included major cost savings compared to other solutions, a successful portal-only service experience, and the ability for non-programmers to easily create new services and processes. Hornbill’s ongoing updates and innovation continue to support the borough's forward-thinking IT strategy.

London Borough of Brent

Nasim Gani

Problem and Service Improvement Manager