Northumbrian Water Group provides water and sewerage services to 2.7 million people in the north east of England. The utility serves the major population centers of Tyneside, Wearside and Teesside as well as large rural areas in Northumberland and County Durham. Additionally, the company supplies water services to approximately 1.8 million people in the Essex and Suffolk areas of south east England.

With a constant focus on its core competencies of water and waste water management, Northumbrian Water Group aims to deliver value to all stakeholders by being a leading performer in the industry. Northumbrian Water Group is firmly rooted within the communities it serves. Its commitment to those communities is demonstrated by the organization's leadership in initiatives such as Water for Health, affordable housing and in its approach to corporate responsibility.

When Alan Sherwen, head of IS service and operations, joined Northumbrian Water Group, he quickly realized the need to replace the service management tool in place. "With the incumbent solution, we were unable to adequately track the performance of our support team and how well we complied with service level agreements," said Sherwen. "The end user experience was inadequate as well."