Anchor Hanover: ITSM for the UK's Largest Not-for-Profit Care Provider

The challenge

Anchor Hanover, as the UK's largest not-for-profit care provider, needed an IT Service Management system that could support their scale and complexity without the overhead of heavy customisation or multiple siloed tools. Different parts of the organisation were using separate systems or spreadsheets to log and track requests, with little visibility or consistent process. They required a solution that would align with their existing ways of working, enable accountability and reporting, and let IT support care and operational goals effectively, without the cost and risk of bespoke development.

Our approach

We worked alongside Anchor Hanover and Cherwell Service Management to design and implement a tailored ITSM solution. Using Cherwell's codeless design and configurability, we built a platform that fit their processes rather than forcing them into a rigid product. We focused on service management best practices, clear workflows for incidents and requests, and integration with their existing environment so that staff had one place to log and track work. The implementation was phased to align with their change capacity and care operations, with training and documentation so the organisation could own and evolve the platform.

Before & after

The outcome

Anchor Hanover now has an improved IT Service Management system that delivers real value: a single platform for service management, clearer processes, and organisation-wide visibility so teams can report and track consistently. The platform fits how they work and can evolve as their needs change, without the cost and complexity of bespoke development. The engagement demonstrates how a configurable, codeless ITSM approach can help large not-for-profit organisations achieve their IT goals and support their mission.