User Group 2011 – Evolving Your SupportDesk

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November 28, 2011

User Group 2011- Evolving Your SupportDesk

Once an industrial mill but now converted into a grand conference centre, the red-bricked hall at The Place Hotel Manchester provided the location for this year’s House-on-the-Hill User Group. MC’d by Head Consultant Dave Cartwright and with a record number of attendees, the HotH team presented Evolving Your SupportDesk, an in-depth focus on ways in which to extend the service desk so that it can be used to its full advantage, and customised to the needs of individual clients. Several presentations from HotH introduced this concept, whilst simultaneously showcasing a number of the latest developments in SupportDesk and how these can too be implemented to full effect.

First to the floor was Director Iain Broadhead, who gave an overview of the ‘state of the Nation, looking at the current House-on-the-Hill environment, new employees, new customers and expansions into new markets. In times of recession, the presentation was positive reassurance for HotH customers that the company is continually moving forward and expanding with exciting plans for the future.

Next was HotH Sales Consultant Tim Roche, discussing the topic of Extending Your SupportDesk. Here, Tim spoke of the range of SupportDesk solutions that can be integrated with current service desk configurations, in order to increase the scope of any help desk and create a comprehensive enterprise solution. The 7 SupportDesk solutions had been launched as both on-site and cloud applications earlier this year, so a closer look at the functionality that sits behind each system, whether on-site or hosted, gave an exclusive insight into these new releases.

This past year has also seen a number of developments within the SupportDesk House Forms module: a valuable tool for creating a customisable user interface to the call logging screen on the web UI. Such advancements were highlighted by HotH Consultant Christian Counsell, who showcased new designs and functionalities in order to provide inspiration as to how multiple forms can be created to support a variety of business processes. Bespoke projects were displayed to show the adaptability of the forms package, and a question and answer session gave visitors further information on new features.

Lunch was then held in the relaxing surroundings of The Place restaurant, with a tasty hot buffet selection served up, allowing delegates to take some time out and mingle.

It was not just House-on-the-Hill that gave presentations throughout the day: the team were delighted that IT Service Management expert Barclay Rae offered to speak at this year’s User Group, talking on behalf of the Service Desk Institute. When lunch had finished, Barclay gave an animated and enlightening speech on the value of service management, after which he opened up the floor to questions. Using his in-depth experience in the field of ITSM, Barclay offered advice and answered queries that delegates had about their own service management practices, and also gave suggestions as to how value can be added to the services they offer.

The afternoon then consisted of comprehensive HotH presentations on developments made for the new SupportDesk 2012 release. Co-Director Trudy Broadhead gave a detailed insight into the new Paperless Change Authorisation workflow, Iain covered recent inspirational bespoke projects, and Dave discussed headline 2012 features. It was a jam-packed day with broad information on the SupportDesk product and on ITSM, and the HotH team hoped that guests found the User Group enjoyable and worthwhile.

Essentially too, it was also a day that the company found incredibly useful for getting to know the needs of customers on a first hand basis. Surveys were handed out which asked for feedback on the pros and cons of the User Group, for comments on House-on-the-Hill as a company, and for opinions on the service it provides to customers. Feedback results will be carefully monitored and reviewed by the company, and most importantly, used to continually improve service and the SupportDesk product.

So, after a successful 2011 User Group, plans are already being made for the next event. As the next User Group will coincide with House-on-the-Hill’s 20th birthday it promises to be something of a special occasion, so watch this space!

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