Council's IT drive leads to House-on-the-Hill

service desk software

February 25, 2008

Blog

A Council in the heart of England has placed House-on-the-Hill at the centre of its drive to improve service to IT users.

Daventry District Council in southwest Northamptonshire is using House-on-the-Hill’s SupportDesk Green software for Incident, Problem and Change Management.

We needed a new tool to replace our aging Sunrise Helpdesk and a solution that was ITIL (the IT Infrastructure Library the de facto global standard for Best Practice in IT Service Management)-ready, said Neil Smith, Senior IT Officer in the Council’s Business Transformation team. We also wanted a tool which would enable us to gain a better understanding of our call types and volumes.

He said House-on-the-Hill was selected because of the product’s cost and functionality, and the company’s superior approach to customer support.

Among the benefits which the Council expected to achieve were improved reports on call volumes and types, and a reduction in the time technicians spend answering the telephone as users moved to a self-service approach, Mr Smith added.

We have been very impressed with House-on-the-Hill’s friendly, personable and professional approach to dealing with its customers. Implementation and technical support have been excellent, he commented.

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