The Challenge

Serving nearly 500,000 people across Shropshire, Telford & Wrekin, and Mid Wales, the Shrewsbury and Telford Hospital NHS Trust (SATH) faced growing pressure to deliver efficient, responsive IT services. With a team of over 40 professionals supporting 5,000 staff, the Informatics Department was responsible for everything from infrastructure and software support to training and data analysis.

But as demand increased, so did the complexity. The department needed a scalable, intuitive solution that could streamline service delivery, reduce manual workload, and align with ITIL® best practices. After a year-long evaluation of potential platforms, the team chose Marval MSM.

The Solution

Marval MSM offered SATH a fully web-based, ITIL-compliant service management platform with extensive out-of-the-box functionality. The team began by implementing incident management, service requests, and task tracking, then expanded into configuration and change management.

They integrated MSM with their asset discovery tools and monitoring systems, enabling automatic request generation from critical events. A newly formed Information Change Advisory Board (ICAB) began using MSM to formalise and track IT changes.

Self-service was a game-changer. Within months, 30% of users were reporting incidents via the portal, reducing phone calls to the Service Desk and improving efficiency. MSM’s real-time dashboards also helped balance workloads between sites, ensuring better service delivery across the Trust.

The Results

• 30% reduction in Service Desk calls thanks to self-service adoption

• 42,000+ service requests logged in the first year

• Improved visibility and workload distribution using MSM Xtraction dashboards

• Expanded use beyond IT, with departments like Telecoms adopting MSM for their own needs

Giles Madin, Informatics Support Team Manager, summed it up:

“MSM is an extremely versatile and comprehensive product; there is a huge amount you can do with it to deliver quality services. We chose to use a phased approach, adopting selected processes at a time, which once established, we will look to build on with additional processes. We are just getting started.”