Case Study: Yorkshire Water achieves streamlined service delivery for 6,000 employees with Samanage

How Two Service Desk Admins Deliver Quality Services to 6,000 Employees

Yorkshire Water, one of the UK’s largest regulated water and wastewater companies serving over 5 million customers, faced fragmented support for its 6,000+ employees and contractors: support requests came in via email, phone, and disparate channels, making it difficult to track workload and coordinate work across departments.

By rolling out Samanage—starting in facilities and expanding to IT, health, finance, governance and property—the team built 300+ service catalog items, dozens of workflows and 643 self-help articles. Two admins now centrally manage the platform, which has processed 260,000+ requests, delivering faster, more consistent service, strong user feedback, and a single system ready for upcoming SAP integration.

Yorkshire Water

Steve Blackburn

Continuous Improvement Analyst