Help desk software blog

Scaling Up: Strategies for Implementing Enterprise Service Management with House-on-the-Hill

Enterprise Service Management (ESM) is transforming how organizations manage their internal processes, and House-on-the-Hill (HotH) is leading the charge with

Effective Customer Issue Resolution: A Guide to CSM Excellence

Swift and efficient issue resolution is a hallmark of excellent Customer Service Management (CSM). To achieve this, businesses need to

The Evolution of ESM: Trends and Future Outlook

Enterprise Service Management (ESM) has come a long way from its roots in IT Service Management (ITSM), evolving into a

Implementing ITIL: Step-by-Step Guide for IT Service Improvement

Implementing ITIL (Information Technology Infrastructure Library) can significantly enhance your IT service management. This step-by-step guide will walk you through

How to Achieve GDPR Compliance: Insights and Solutions

Complying with the General Data Protection Regulation (GDPR) The General Data Protection Regulation (GDPR) has set a high standard for

Future-Proofing Facilities: The Role of CAFM in Modern Businesses

Future-proofing facilities have become a crucial strategy for maintaining operational efficiency and competitiveness. Computer-Aided Facilities Management (CAFM) systems are at

Maximizing Your Investment: Measuring the ROI of ESM Implementation

Introduction Enterprise Service Management (ESM) software has become a crucial tool for organizations aiming to streamline their operations and enhance

Achieving Excellence in Service Delivery Through ESM Best Practices

Enterprise Service Management (ESM) software is pivotal for enhancing service delivery across various business functions. Integrating ESM software leads to

Ensuring Compliance: A Deep Dive into CAFM’s Compliance Management

Regulatory compliance is one of the most crucial aspects that organizations must prioritize to ensure operational integrity and mitigate risks.

Driving Performance: Harnessing Data with Performance Monitoring and Reporting

The key to driving performance lies in harnessing the power of data. Whether you’re running a small startup or managing

Supercharge Your Service Desk

Every minute wasted on manual tasks or lost in communication bottlenecks is a missed opportunity to deliver exceptional service. For

Making Your Service Desk UK GDPR Compliant

Data privacy and protection have become paramount. Ensuring compliance with regulations like the UK General Data Protection Regulation (GDPR) is

Maximising Property and Asset Management in CAFM

Effective asset management is more critical than ever. Whether you’re overseeing a sprawling corporate campus, a bustling retail space, or

House on the Hill rated 4.6/5 Stars on Capterra

Finding the right service desk software solution can be a daunting task. With numerous options vying for attention, it’s easy

What is ESM? How does it improve interdepartmental collaboration?

Remote working has led to the digital transformation of many businesses. Support teams have had to adapt to new communication

GDPR in IT Service Management

What is GDPR? Regulatory Compliance is a concern for businesses worldwide. The purpose of the General Data Protection Regulation (GDPR)

Managing Incidents and Requests Side by Side with Software

Figuring out whether a customer inquiry is an incident, or a request isn’t always straightforward. Having the flexibility to seamlessly

Effective Collaboration with Enterprise Service Management

According to Forbes businesses worldwide have experienced a rapid digital transformation. Support teams have had to adapt to new communication

Using Customer Feedback Surveys for Business Growth

In any business understanding your customers is important. Customer feedback surveys provide a direct line of communication between businesses and

Avoid overbooking and downtime with CAFM Reservations Management

Whether it’s meeting rooms, equipment, or other assets, clashes and conflicts in reservations can disrupt workflows and hinder productivity. However,

Key Performance Indicators for ITSM Success

Implementing an IT Service Management (ITSM) solution is a significant step towards improving efficiency, enhancing service delivery, and ensuring the

Upgrading to an ESM Solution? 6 Ways House on the Hill helps

Many of our ITSM clients are upgrading to an ESM (Enterprise Service Management). At House on the Hill, we help

Insights at Your Fingertips: Simplifying Reporting with Easy Reporting Tools

Businesses worldwide are using data to gain insights, make informed decisions, and stay ahead of the competition. However, the process

Leveraging Automation in IT Service Management

In recent years, the role of automation in IT Service Management (ITSM) has increased. Automation has revolutionised traditional IT service

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IT Service Delivery with Fast, Dependable, and Secure Software

According to this HubSpot blog post positive customer experience can increase sales revenue by 2-7% and profitability by 1-2%. For

Flexible Customer Service Solutions for IT Managers

When it comes to IT management, the ability to adapt and respond to changing demands is non-negotiable. IT Managers are

Real-Time Decision Making with CAFM Real-Time Reporting

In well-run facilities, staying ahead of the curve is not just a goal—it’s a necessity. With House on the Hill,

Implementing ITSM (IT Service Management) Software? The Top 5 Benefits

As technology becomes increasingly important so do the benefits of implementing ITSM software. For businesses to run efficiently IT service

Blog header Increase Productivity with ESM

Increase Productivity with Enterprise Service Management Software (ESM)

Increase productivity, lost weight, quit drinking, go vegan!! New Year, New You, the good ‘Ol January mantra. It’s that time

Top 8 Management Strategies for a Robust Service Desk IT System

Good businesses rely on robust IT systems to streamline their operations. For organisations to thrive they need to provide impeccable

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Trailblazing Together: House on the Hill’s 2023 Recap and What’s Ahead in 2024

At House on the Hill, our vision is to become a household name by helping organisations exceed customer expectations through

Case Study: How SupportDesk streamlines Operations at First Choice Homes Oldham (FCHO)

First Choice Homes Oldham (FCHO), are a not-for-profit provider of social housing that manage approximately 12,000 homes. Customer satisfaction is

Navigating the Maze: Service Desk Software vs Help Desk Software

Two terms often used interchangeably are Service Desk Software and Help Desk Software. While both are integral components of a

CAFM Transforming Facilities Management for a Seamless Work Environment

Managing a facility is a very demanding role. Managing buildings, people, and equipment and having them all in the right

Fostering a Positive Customer Service Desk Culture

Creating a positive culture within your service desk is crucial for building strong relationships with your customers. At houseonthehill.com, we

CAFM in Healthcare: Optimising Patient Care Environments

Maximising patient care environments is important. Ensuring that hospitals and medical facilities run smoothly is not just a matter of

What is ESM (Enterprise Service Management) and Why is it Important?

Delivering exceptional service is a priority for many organisations. One of the key tools at their disposal is Enterprise Service

The Future of ITSM: Shaping the Digital Landscape

The Future of ITSM: Shaping the Digital Landscape IT Service Management (ITSM) has become the backbone of organisations striving for

Governance, Risk, and Compliance (GRC) in 2025: Navigating the Modern Landscape

As we step deeper into 2025, the evolving landscape of Governance, Risk, and Compliance (GRC) demands attention. Rapid technological advancements,

Security and Compliance in Enterprise Service Management (ESM)

Security and compliance are critical components of Enterprise Service Management (ESM) software, especially for industries governed by stringent regulatory standards.

IT Service Management (ITSM / ITIL)

Computer Aided Facilities Management (CAFM)

Customer Service Desk Management (CSM)

FOI & SAR Case Management Software

Enterprise Service Management (ESM)

In the Loop

Self Service Portal

Ticket Templates

Mobile Service Desk

Notes and Audit Trail

Activities / Sub-Tasks

Asset and Software Licence Management

Financial Management

Service Portfolio Management

Customer Relationship Management

Customer Satisfaction Survey Tool

Canned Responses

HotHBot (Microsoft Teams)

Lansweeper

Jira

Xero

3CX Integration

Email Integration

Remote Desktop Support

LDAP Integration

Microsoft SCCM Integration

Telephony Integration

Intune

Drag and Drop Call Form Builder

Drag and Drop Dashboard Builder

Customer Portal Branding

Workflow Engine

HotH Professional Services & Technical Advisors

Mobile Service Desk

Planned Preventative Maintenance

Resource Booking software

Geolocation

Service Request Buttons

Remote Desktop Support

Remote Session Request Button

Kanban Workboard

Timeline

Reports Designer

KPI Monitor Real-Time Dashboard

Automated Change Management system

Roadmap

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