Case Study: Charityshare achieves over £1M annual IT savings and streamlined ITSM with OpenText

Helping Charities reduce IT costs

Charityshare is a joint managed services provider owned by Age UK, The Children’s Society and the Alzheimer’s Society, running more than 800 servers, supporting 3,500 users across almost 1,000 sites. Tasked with reducing IT costs and delivering consistent, reportable services for its member charities, Charityshare needed to replace a basic ticketing tool that couldn’t automate ITIL-aligned processes or produce tailored reports.

Following a formal tender and live trials, Charityshare implemented OpenText’s ITSM platform using out-of-the-box ITIL processes plus targeted customisation for data visibility and bespoke reports. The solution delivered a user-friendly web portal, better automation and process flexibility, freeing staff for strategic work, improving service desk productivity and customer experience, and supporting the organisation’s ongoing annual savings of over £1 million.

Charityshare

Graham Watson

Quality and Process Manager