Case Study: Armagh City, Banbridge and Craigavon Borough Council achieves a unified service catalogue and boosts self-service adoption with TOPdesk

A Unified Service Catalogue for the User and the Service Desk

Armagh City, Banbridge and Craigavon Borough Council, a Northern Ireland local government formed by a 2015 merger and supporting over 900 end‑users across 71 sites, struggled with siloed service teams and a fragmented user experience. To unify service delivery and improve access, the council engaged TOPdesk to implement a unified service catalogue and a self‑service portal.

TOPdesk delivered a comprehensive SSP with categorized services, a knowledge base and single sign‑on, giving users one place to request hardware/software, update AD details, complete surveys and access how‑to guides. The TOPdesk solution drove measurable change: about 14% of calls are now logged via the portal (1000+ SSP tickets/year), contributing to the council’s ~15,000 annual tickets, improved cross‑department collaboration, and plans to expand TOPdesk usage beyond IT and Finance.

Armagh City, Banbridge and Craigavon Borough Council

Conleth Donnelly

ICT Services Manager