Mid and West Wales Fire and Rescue Service have recently deployed ‘ITIL Servicedesk’ from Codel Software to enable their IT service desk to manage all the IT requests from users right across the principality.
As the service covers some 4,500 square miles and makes-up almost two thirds of the landmass of Wales they needed a solution that was more than just call logging.

ITIL Servicedesk encompasses the service desk, incident & problem management, configuration management and change & release management. The software has extensive reporting capabilities allowing the IT team and management to monitor KPI’s and SLA’s, identification of trends and an analysis of the service delivery.