Flexible IT Service Management for a unique organization: How the Church of Sweden extends support to 24 000 global users.
|IT Support Personnel||19|
|Tickets per year||90 000|
|Service channels||Phone, email, self-service|
The Church of Sweden
Andreas Synning, Head of IT Support and Education, The Chruch of Sweden
There are 19 specialists operating out of The Church of Sweden’s national office, providing IT and user support for 90,000 issues registered on the central service portal every year. Two-thirds of the user issues consist of phone calls, while the rest are logged by email or through the Efecte self-service portal which was launched in late 2018. The ambition is to redirect the majority of new issues through the self-service solution, mainly as an alternative to email, to speed up the logging process as well as the issue resolution.
”All change takes time,” Synning says. “Many users have a habit of picking up the phone or typing an email when they run into a problem, but this often leaves us with a bit of detective work to determine the root cause of their issue. The self-service portal helps to make that process faster and simpler – but it does require a very clear and intuitive structure for questions and problem analysis. That’s an area where we are continuously working to improve.”