College staff win better results with new service tool

April 9, 2009


Staff at one of Scotland’s largest further education colleges are now able to earn even higher marks following installation of new service management software.

Stevenson College in Edinburgh, which enrols around 18,000 students a year, has introduced House-on-the-Hill’s SupportDesk tool to log and track service requests by its 600 staff.

In addition to ICT specialists, the software is also being used by the Estates (facilities) and Audio-Visual departments and is being rolled out to the Business Processing Unit whose responsibilities include student records.

The new solution is constantly updated and allows us to monitor our own performances. We are always trying to do better than yesterday, said Senior Network Administrator Karen McPhillips.

Our end-users are happier because they can check progress of their requests on-line she added. There is better two way communication with the ICT Help Desk which allocates computer-related calls to the College’s team of 14 technicians. Issues tend to get fixed quicker because of the improved information flow.

Stevenson College chose House-on-the-Hill , which has customers in some 40 countries, because of its product’s compatability with the IT Infrastructure Library (ITIL) – internationally accepted guidelines for best practice in IT service management. The new software replaces an in-house system.

‘supportDesk is more sophisticated and flexible, and can have varying uses across different departments, said Head of ICT Bob Hogg. It gives us a lot more than we’ve had before and House-on-the-Hill has been very helpful with customisations.

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