Case Study: The Bunker improves incident management and customer service with LANDESK Service Desk

Improved Incident Management Enables Superior Customer Service

The Bunker, a UK ultra-secure IT hosting and managed services provider, needed a better way to handle incidents because it was using four different systems to log errors and lacked a clear view of problems, resolution times, and capacity needs. It turned to Landesk, deploying LANDESK Service Desk as an end-to-end IT service management platform to improve incident management and customer service.

Landesk implemented LANDESK Service Desk, with plans to extend it to LANDESK Management Suite and LANDESK Security Suite, creating a single view of issues and enabling codeless workflows and tailored processes. The result was a much faster, more structured approach to problem resolution: the deployment went live in just two weeks, visibility improved across systems, system availability increased, and The Bunker gained better insight into recurring issues, costs, and staffing needs.

The Bunker

Matt Watts

Head of BSS/OSS