Case Study: North Lincolnshire Council achieves shared services and streamlined, centralised operations with TOPdesk

North Lincolnshire Council - Customer Case Study

North Lincolnshire Council needed an effective shared-services ITSM solution after their previous tool reached end-of-life and the council wanted to consolidate functions across IT, HR and other departments. They chose TOPdesk to provide a centralised portal and shared-services platform that could replace disparate Access databases and spreadsheets and support ambitions for automation and better self-service.

TOPdesk implemented a multi-module solution (including the Operational Management module) to centralise records, standardise processes and open reporting across departments, later extending the shared service to North East Lincolnshire Council. The result is a single portal used across finance, room bookings, customer feedback and more, improved reporting and automation readiness, reduced reliance on spreadsheets, and support for around 5,000 IT customers with clearer SLAs, contracts and operational prompts.

North Lincolnshire Council

Carl Render

Strategic Lead – ICT Business Systems & Support