Hartham Park were finding it a challenge to source a reputable, professional IT services provider that would provide continual on-site support at their expected service levels. After extensive discussions with ITS, an exceptional solution was delivered. This case study highlights the key challenges and approach taken by ITS.

1. 1 Case study Service Excellence for Hartham Park
www.itsis.co.uk
CASE STUDY
SERVICE EXCELLENCE
FOR HARTHAM PARK

2. 2 Case study Service Excellence for Hartham Park
Hartham Park is an impressive 18th century
Georgian mansion house with outbuildings
housing 90 serviced offices with over 1,000
IT users. Set in the heart of the Wiltshire
countryside, Hartham Park provides one
of the UK’s premier workspaces within a
rural environment.

3. 3 Case study Service Excellence for Hartham Park
INTRODUCTION
The offices and workspaces are located in various properties over the 50 acre
estate and include a state-of-the-art business centre, VOIP telephony services
and full IT help desk for all residents and visitors using the facilities.
Up until 2005, the site had always been managed in-house but there was a
need to increase the technical capability of the in-house team to provide the
desired level of service for the premium business park. It was decided that the
IT support function would be outsourced so that the internal team could focus
on the core IT function for the business.
The key requirements of the support provision included:
• recording and documenting the entire office estate
• ability to proactively manage the estate on a continual basis
• provide a sale point-of-contact for all park tenants
• provide an on-site presence and be presentable and professional
at all times
• ability to scale as the park scales with increased future demand
• manage and maintain all video conferencing and other audio-visual
equipment on-site
It was decided that the IT support function
would be outsourced so that the internal
team could focus on the core IT function
for the business.

4. 4 Case study Service Excellence for Hartham Park
THE CHALLENGE
Hartham Park had looked extensively for service provision in the local area
and were finding it a challenge to source a reputable, professional IT services
provider that would provide continual on-site support at their expected
service levels.
After extensive discussions with ITS, a solution was created whereby they
provided an engineer on-site at all times with further outsource support from
the head office in Notton, on the outskirts of Chippenham. This solution
addressed the requirements of the Service Level Agreement that Hartham
Park had with its tenants and ensured that the busy meeting space was
supported at all times during office hours.
It was the high level of technical capability
and professionalism of the engineers on the
ground which made us choose ITS.”

5. 5 Case study Service Excellence for Hartham Park
WHAT WE DID
In order to deliver the expected levels of service, a full time engineer was
placed on-site at Hartham Park. From there, full documentation and
recording of the entire site was started to ensure clear handover processes,
visibility of the structure and process at the ITS head office for when
additional issues occurred and finally, ensuring the ability for Hartham Park
to scale in the near future.
THE RESULT: PROFESSIONAL,
PROACTIVE, ENGAGED IT SERVICE
SOLUTION FOR TENANTS
Prior to working with ITS, Hartham Park was struggling to support the 1,000
IT users to the desired standards and deliver their service level provision.
Through the 9 year relationship with ITS, both ITS and Hartham Park have
honed and refined their processes to deliver exceptional levels of service
from presentable, professional and effective engineers.
Their people are amenable and approachable.
The support desk is proactive with an excellent
attitude and their technical engineers are a
real asset.”
MARK DAVIES, ESTATES MANAGER

6. 6 Case study Service Excellence for Hartham Park
At ITS we’re focussed on delivering reliable
and well-planned IT resources that help
you achieve your business goals.
For IT that really does deliver, call us on 0845 241 7410
Email us on
enquiries@itsis.co.uk
Visit us at
Wiltshire office:
The Stables, Notton, Chippenham
Wiltshire SN15 2NF
Hampshire office:
Unit 15, Murrell Green Business Park
Hook, Hampshire RG27 9GR
Connect with us at
@ITS4Business
www.itsis.co.uk