The implementation began with detailed scoping of requirements and from this a project plan was drawn up. On-site consultancy was separated into blocks, to allow Cardiff City Council to digest the work carried out between visits. Through initial meetings, it was decided that ICT would be the priority, as knowledge of NetHelpDesk within ICT could then be used to support other departments.
During the configuration multiple integrations were put in place to allow NetHelpDesk to centralise the different processes. These included integration with multiple Active Directories, Lansweeper asset management tool, Xcalibur asset management tool and an in-house SACM system. As well as the integrations, some customisation was done to improve the efficiency of members of the service desk. NetHelpDesk added a unique customer ID number to the main ticket view and a link to support contracts based on the external customers logging a ticket. NetHelpDesk was happy to include all the customisation within the original consulatancy agreement; as the changes made clearly added great efficiency gains for Cardiff.
Once implemented, training was scheduled. Cardiff City Council allocated a project manager to handle the internal logistics of ensuring that everyone received the relevant training. NetHelpDesk provided both one to one training for administrators and group seminars to all other agents. The pace of the training was really appreciated and everyone had a good understanding when it came to going live with the system the following week.
A similar approach was taken to the other departments having NetHelpDesk implemented. Requirements were scoped, configuration delivered and training provided to ensure that the process of going live went smoothly.