About Somerset County Council Somerset County Council (SCC) is the elected local government authority and is responsible for the local services of Somerset. Its 55 councillors serve approximately 550,000 residents – 48% of whom live in rural areas, 270 schools and colleges and 25,000 potential Service Desk customers. Challenge Following Somerset County Councils decision to insource the ICT Service following a nine year partnership with IBM, Avon and Somerset Police and Taunton Deane Borough Council, the challenge was to extract the SCC instance from the consolidated Service Desk without impacting the levels of service to remaining members of the Partnership. In addition, SCC wanted to deliver greater efficiencies and visibility, and to extend the services offered to users, including

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