CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award MSM integrated IT Service Management software solutions have been adopted by organisations across many diverse sectors worldwide; from public services to publishing, from travel to telecoms and from entertainment to education. The IT Service Management Team of the Year Award 2012 was presented to long time Marval customer, Land Registry, at a ceremony held at the Novotel London West Hotel. This prestigious award is given to the team that, in the judges view, have supported each other, and their customers, in providing inspirational service delivery, significant business benefits and demonstrates customer commitment above and beyond the norm. About the Winning Team The Change, Configuration, Release, Business Intelligence and Service Management software tool team (the Team) for Land Registry with their collaborative, pioneering and intuitive work has helped the organisation achieve ISO/IEC 20000:2011 certification the international standard for IT Service Management. The Team has also put solutions in place within MSM Marval s IT Service Management tool to aid with ISO 27001 accreditation, the international standard for information security management, and through continuing engagement with its in-house development teams, has provided mechanisms which have played a role with the ongoing maturity of their Capability Maturity Model Integration (CMMI) accreditation. All team members have a minimum qualification of ITIL Foundation Certificate. Two members of the team are qualified ISO 9001 Quality Management System auditors and are using their skills to review processes with selected process owners and users in order to drive quality. One of the team has also undertaken ISO/IEC 20000 auditor training in order to help deliver the continual improvement initiatives of the organisation. All Team members also became accredited to MBCS standard (Member of the Part of the proud Land Registry itsmf Team of the Year pictured at the awards evening are (L to R) Mal Young, Rowland Coombs, Tony Truscott, Sei Jip Wong, Deborah Pitt and Steve Phillips. Also part of the winning team but unable to attend the ceremony are Angie Bailey, Chris Beynon and Mark Ayres British Computer Society) and have become ambassadors for Service Management and best practice both internally and externally. The Team continues to present on the regional and national stage at ITSM industry events. It has also received requests for guidance and advice from other public and private sector organisations. The Team initiated and hosted a Public Data Group Service Management Forum which enabled government departments to share their respective experiences, strengths, weaknesses, opportunities and threats in respect of Service Page 1 of 5
Management. Feedback from attendees was very positive and a number of collaborative work packages were identified for discussion at a follow up forum. Significant improvements and initiatives recognised by the judging panel included: The expansion and refinement of process, policy and procedure Guidance and training across a workforce of over 400 IT support staff within the organisation to help explain the concepts, practicalities and potential of the Configuration Management Data Base (CMDB) and the use of the MSM Service Management Tool Work on the development and maturing of its CMDB. Their processes, policies and guides, coupled with delivery of training and value add reporting, has ensured that the CMDB has become the de-facto tool by which all impact assessments are now facilitated. An important milestone was achieved when mandatory attachment of Configuration Items (CIs) was switched on across the entire estate supporting some 22,000 CIs Significant uplift to the quality of the data being captured within MSM, its interpretation and analysis. This has been achieved by the designing and delivery of customised reports, balanced score cards and dash boards To help members of staff quickly locate, understand, and comply with all published processes and policies, the Team introduced a permanent link directly into the Department s Intranet Process Index, the definitive source for all of the organisations IT Processes, from within the side bar of MSM. Making it so visible from the Service Management tool has helped to focus the staff in adhering to each of the policies and processes. The Team also added a further link directly into the Service Catalogue, enabling staff to fully recognise and understand the business services they are responsible for supporting Beyond IT Following the successful launch of a self help portal, known as myis (My Information System), the Service Management tool administrator has continued to push the boundaries of MSM, evolving it in line with the needs of the customer. The concept of myis was to simplify the notification process (for requests, incidents etc) whilst freeing up resource on the Service Desk, without compromising service to customers. The Team was keenly aware that internal customers were also undergoing a period of rapid change due to the Page 2 of 5
economic downturn, and any solution had to be agile, adaptable and sufficiently flexible to quickly react to the changing business environment. In just 12 months, 95 percent of all request fulfilments and over 60 percent of internal IT incidents were logged via the myis portal. This has alleviated pressure on the Service Desk, which now spends less time answering telephones, and more time resolving issues or working on service improvements. The Team is always keen to promote the benefits of Service Management excellence across the organisation and have continued to spread good practice and excellent customer experience beyond the remit of IT Support to benefit more areas of the Land Registry business. Facilities Management myfm Land Registry s Facilities Management was in the process of being out-sourced and the Team recognised the challenges that this would bring. By developing a clear data model and classification structure within the myfm facilities management portal, the Team was able to demonstrate how the outsourced facilities support contract could be measured using the MSM tool to ensure control through monitoring their performance against SLA targets. Since the Go Live, myfm has been deployed to all 4500 Land Registry staff and the Team has continued to engage with users of the system to ensure their needs are continually supported. The introduction of a feedback option has resulted in enhancements being rolled out to further improve the customer experience. The need for implementing facilities related complaints and compliments procedure was also identified and has now mapped into the solution. myofficesupport Building upon the success of the myis and myfm solutions, and to further maximise return on investment from the Service Management tool, the Team introduced a solution for all office support teams; myofficesupport. This system provides all Land Registry employees with an easy to use mechanism for making requests such as booking fleet cars, train tickets, hotels, requesting stationery and bespoke reprographic tasks. Page 3 of 5
Feedback from customers of this solution has been very positive, with users extremely satisfied with this intuitive solution. It enables customers to not only raise these types of requests in a standard way, but also to track the progress of their open requests via the portal. The teams supporting these requests have also benefited as the solution enables them to better manage and prioritise their workloads, with managers having much more control over their workloads as the solution includes a full audit trail of requests. The my franchise now gives all customers a standardised system for reporting and tracking all of their issues and requests, irrespective of the behind the scenes activity required to resolve or facilitate them, thereby managing customer expectations uniformly and consistently. Although Team members have specific roles, responsibilities and specialities, working together provides opportunities for cross-pollination of ideas across the disciplines to ensure continual service and quality improvements. The Team has looked to share their expertise outside of the organisation with sister Government Departments and private sector organisations. By sharing this expertise, it also enables the team to learn from other organisations journeys, and discover ways to continually improve the service offerings it delivers. About the Organisation Land Registry is the definitive source of information for more than 23 million property titles in England and Wales. Since 1862 it has provided security and confidence in one of the most active property and mortgage markets in the world. It is working to support economic growth and data transparency as part of the UK s Public Data Group. Page 4 of 5
About Marval Marval is committed to the ongoing development of integrated IT Service Management (ITSM) software, consultancy and education. It is a single-source supplier for all your ITSM needs, designed to improve service quality, productivity, customer satisfaction and reduce costs. MSM - an ITIL process compliant and ISO/IEC 20000 compatible, integrated software solution ensures a reliable IT and service infrastructure, increased productivity and adaptability in service provision. It has been implemented by organisations across many diverse sectors worldwide. MSM is used by internal and external support and by providers of outsourced and managed services. Marval is a major practitioner, innovator, thought leader and contributor to Best Practice and standards in ITSM and is co-author of ITIL and ISO/IEC 20000. It has been helping customers deliver service excellence since 1989 and understands what it takes to become a world-class service team. Marval is an ISO/IEC 20000 registered company supporting internal and external customers to international standards. Contact us now to discuss how you can improve your service Marval and MSM are Registered Trade Marks of Marval Software Limited. The Swirl logo is a trade mark of the Cabinet Office. ITIL is a registered trade mark of the Cabinet Office. Marval also recognises the trade mark rights of any 3rd party trade mark owners mentioned in this document. Page 5 of 5