Salisbury NHS Foundation Trust is a major healthcare provider delivering a wide range of hospital and community services to patients across Wiltshire and surrounding areas.
The Trust is committed to providing high-quality, compassionate care, supported by effective technology and services that enable its clinical and administrative teams to work efficiently.
Executive Summary
Salisbury NHS Foundation Trust has partnered with Hoth since 2010 to support the management of its critical IT services across clinical and administrative environments.
Over more than a decade, Hoth has evolved alongside the Trust’s requirements, from a highly customised on-premise service management solution to a modern cloud platform. The result is a more responsive, flexible and efficient service desk, supporting incident, problem, change and service request management across the organisation.
The Challenge: Supporting Critical Healthcare Services
For a healthcare organisation, reliable IT service management is essential. Salisbury NHS Foundation Trust operates a complex IT environment supporting critical clinical and administrative systems, requiring robust processes that can respond quickly and consistently when issues arise.
From the outset, the Trust needed a service management platform that could be tailored to its specific operational requirements, while providing the reliability and structure needed to manage incidents, problems, changes and service requests effectively.
The Solution: A Service Management Platform Built Around the Trust
Hoth initially implemented a fully customised service management environment to reflect the Trust’s unique processes and requirements.
As the Trust’s technology and service management needs evolved, so did the Hoth solution. After more than a decade using the platform, Salisbury successfully migrated from its on-premise environment to Hoth’s Cloud Platform.
The move provided the Trust with a more flexible and responsive service, while making it easier to access support and introduce enhancements as requirements changed.
A Smooth Move to the Cloud
The cloud migration was carefully supported by the Hoth team, ensuring the transition was completed successfully and with minimal disruption.
Andy Scott, IT Service Manager, said:
“The migration to the cloud went really well—the support from Hoth staff was outstanding.”
The Impact: More Efficient and Responsive IT Service Management
The Hoth platform now provides Salisbury with structured processes across its core service management activities, helping the Trust deliver a consistent and efficient service across its IT environment.
Improved Incident and Problem Management
Structured workflows and escalation procedures help the service desk respond quickly and consistently, while supporting more effective management of recurring issues.
Enhanced Change Management
Centralised change processes provide greater structure and visibility, helping the Trust manage changes effectively and reduce the risk of disruption to critical services.
Streamlined Service Requests
Efficient service request processes make it easier for staff to access the support they need, while self-service functionality helps reduce unnecessary demand on the service desk.
Better Reporting and Insight
In-depth reporting and analytics provide actionable information that helps the Trust understand service performance, identify opportunities for improvement and continually refine its approach.
Making Everyday Service Desk Management Easier
The platform is designed to support the service desk team in their day-to-day work, with features that make managing and updating tickets straightforward.
Email integration allows updates to be captured directly within tickets, while coloured flagging helps staff quickly identify and prioritise important information.
Andy Scott explains:
“We couldn’t function efficiently without it. The Support Desk platform is versatile and easy to use.”
The combination of usability, flexibility and technical capability has made Hoth an important part of the Trust’s IT service management operation.
A Long-Term Partnership Built on Support
Salisbury’s relationship with Hoth has continued to develop since 2010. As the Trust’s requirements have changed, Hoth has supported the organisation through significant developments, including its move from on-premise technology to the cloud.
For the Trust, the relationship extends beyond the platform itself. Responsive support and strong technical knowledge provide confidence that the service can continue to evolve alongside its needs.
As Scott puts it:
“Hoth is top tier for both support and technical knowledge—10 out of 10.”
Key Results & Impact
15+ Years of Partnership
Salisbury has worked with Hoth since 2010, continually evolving its service
Cloud Migration
Successfully transitioned from an on-premise platform to Hoth Cloud.
Faster Support
Cloud delivery provides a more responsive support and enhancement experience.
Structured Workflows
Consistent processes improve incident, problem and change management.
Streamlined Requests
Efficient and self-service processes make it easier to manage service requests.
Better Visibility
Reporting and analytics provide actionable insight into service performance.
Less Admin
Email integration and ticket flagging simplify everyday service desk management.
Trusted Expertise
Ongoing Hoth support combines technical knowledge with responsive customer service.
Client Testimonial
Continuing to Support Salisbury
More than a decade after the partnership began, Hoth continues to support Salisbury NHS Foundation Trust with a flexible service management platform that can evolve with its needs.
From a bespoke on-premise implementation to a successful move to the cloud, the partnership demonstrates how long-term collaboration and continuous development can help organisations maintain effective service management in complex, critical environments.
Built for Simplicity, Powered by Innovation
Hoth isn’t just a tool—it’s a comprehensive platform that simplifies your IT service management and compliance, empowering teams to work smarter, faster, and with confidence.
Making service simple—smarter, faster, together.
Hoth empowers teams to deliver smarter services across IT, Customer Support, Facilities, Governance, and Enterprise Management. Our flexible, AI-supported platform streamlines operations, boosts collaboration, and ensures compliance—making it easy to support your people, processes, and priorities.
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