One of the largest housing groups in the Midlands has selected House-on-the-Hill’s service management software to improve its IT operations and pave the way for ISO 20000 certification.
The West Bromwich-based Accord Group (www.accordha.org.uk), which provides a range of homes and services to about 40,000 people, is the latest in a series of organisations in the sector to choose Manchester-based House-on-the-Hill’s SupportDesk tool.
Ian Tinsley, Information Systems Manager, said the decision was based on SupportDesk’s functionality and configurability, good user-friendly interface and the wealth of features and reports it can provide. We also like the modular approach and ITIL focus.
Accord, which has an annual turnover of 55 million, also considered Sunrise, TOPDESK, Spiceworks and Site Helpdesk, he added.
The House-on-the-Hill solution will be used for all aspects of ITSM, to support and improve our IT operations with the aim of improving our customer response and support. We also aim to use this to be a central part of our bid to obtain ISO 20000, Tinsley commented.
ISO/IEC 20000, the first worldwide standard specifically aimed at IT Service Management, describes an integrated set of management processes for the effective delivery of services to the business and customers. It is aligned with and complementary to the process approach defined within ITIL (The IT Infrastructure Library) from the Office of Government Commerce (OGC).
Tinsley said the expansion of Accord’s business meant the IT team had outgrown its previous system which had limited functionality and reporting capabilities.
The Group, which is made up of a family of 7 organisations, manages more than 11,000 homes and employs almost 1,200 people. Its 500 network users range from office-based administration and housing teams, finance and HR through to off-site staff at care schemes and housing schemes. Users will be able to log calls from any location.
House-on-the-Hill’s own customer support had been excellent, he said.
In July it was announced that three housing associations -Severnside, Eastlands and Argyll Community – which provide homes for more than 18,000 people in England and Scotland were introducing Help Desk software from House-on-the-Hill (www.houseonthehill.com).