Salisbury NHS Foundation Trust & Hoth: 13 Years of Transformative ITSM Support

Hoth: Supporting Healthcare with Seamless Service Desk Operations

Salisbury NHS Foundation Trust is a major healthcare provider in the UK, committed to delivering exceptional patient care supported by robust IT services. Since 2010, the Trust has partnered with House-on-the-Hill (Hoth) to build a tailored service management platform—transforming their incident, problem, change, and service request management across clinical and administrative systems.

From On-Premise to Cloud: A Journey of Innovation

With a complex IT infrastructure supporting critical healthcare applications, Salisbury needed a flexible yet reliable system. The initial implementation of Hoth was fully customised to meet the Trust’s operational needs. Fast forward 13 years, and the Trust has successfully migrated to Hoth’s cloud platform—gaining faster support, quicker enhancements, and a more responsive service desk experience.

Andy Scott, IT Service Manager, shared:

“The migration to the cloud went really well—the support from Hoth staff was outstanding.”

Delivering Tangible Results Across IT Services

Improved incident and problem management: Structured workflows and escalation procedures ensure fast, consistent responses.

Enhanced change management: Centralised processes reduce disruption risks.

Streamlined service request handling: Staff and patients benefit from efficient, self-service access.

In-depth reporting and analytics: Actionable insights drive continuous improvement.

Scott adds:

“We couldn’t function efficiently without it. The Support Desk platform is versatile and easy to use. Email read and coloured flagging help streamline updates directly into tickets. Hoth is top tier for both support and technical knowledge—10 out of 10.”

Here’s to many more years of trusted collaboration with Salisbury NHS Foundation Trust!