Housing group moves from in-house to House

service desk software

June 19, 2007


Leading Welsh housing group Pennaf has selected another kind of House as its service desk software supplier.

Pennaf Housing Group, which also includes the Clwyd Alyn Housing Association and Ty Glas Housing Society, has installed House-on-the-Hill’s SupportDesk solution following its adoption of the Information Technology Infrastructure Library (ITIL), internationally accepted guidelines for best practice in IT Service Management.

We needed an ITIL-compatible tool to allow us to better collect, store and analyse information, said Director of Information Systems Mark Smith. The new tool is enabling us to provide a more professional service to our customers and improve our operational efficiency. House-on-the-Hill recently received PinkVerify Service Support certification, demonstrating that its products are ITIL-compatible.

The group’s service desk, based in St Asaph near Rhyl, serves 21 external sites and mobile staff as well as the organisation’s head office. It previously relied on a bespoke in-house database.

One of the reasons for choosing House-on-the-Hill was the ability to offer users the opportunity to serve themselves. The Manchester-based specialist’s Web portal allows them to register and track their own issues on-line.

Pennaf is also using SupportDesk to monitor internal Service Level Agreements (SLAs) and services provided by external hardware and software contractors. The solution is integrated with a Microsoft SMS server for asset management, creating a centralised Configuration Management Database (CMDB).

The main reasons for our choice of provider were flexibility, speed and cost, Smith commented. This gives us ITIL-compliant and Pink-verified software at a very reasonable price.

He went on: Implementation has gone very well. Issues which have arisen have been addressed quickly and professionally.

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