Case Study: Northern Cape Provincial Treasury achieves improved service management with SMART Service Desk

Northern Cape Province Treasury successfully implements SMART Service Desk IT Service Management Solution

The Northern Cape Provincial Treasury (NCPT) required an IT Service Management (ITSM) solution to govern its Information and Communication Technology (ICT) services and deliver quality information services. They selected the SMART Service Desk ITSM solution to meet this challenge and implement effective service management processes.

SMART Service Desk was successfully implemented in just four weeks using an accelerated methodology. The solution provided modules for incident management, service requests, and service level management, which improved transparency, workload monitoring, and processing times. According to departmental managers, SMART Service Desk established robust ITIL-based policies, allowing staff to handle situations consistently and freeing managers from having to follow up on individual incidents. The implementation was completed for five different departments with varying business requirements.

Northern Cape Provincial Treasury

Patrys van Wyk

Departmental Manager BAS-NCPT