The IT department of Whitmore School in Harrow is set to become a class act with the use of new Service Management software.
Installation of SupportDesk from specialist supplier House-on-the-Hill (www.houseonthehill.com) means that the over 100 teachers and support staff at the mixed comprehensive school, which has over 1,200 pupils, can log and view their own IT support issues.
‘support calls were coming to us in a very ad hoc manner and dealt with in the same way, said IT Network Manager Nalin Uduwawala. it was difficult to prioritise support issues, provide visibility to users and make them understand the magnitude of the issues we were facing.
He said Whitmore School (www.whitmore.harrow.sch.uk) chose House-on-the-Hill’s solution because It had all the elements of a modern support desk such as compatibility with ITIL (The IT Infrastructure Library – internationally accepted guidelines for best practice in IT Service Management), Active Directory integration and self-service capability.
We didn’t look at other suppliers, he added. House-on-the-Hill hit the sweet spot for us. Nalin said the new tool would assist IT staff in managing their own time as well as help resolve training issues identified from calls made.