New Forest District Council has selected House-on-the-Hill’s SupportDesk as its new ICT Service Desk solution. We needed a flexible tool which would help us deliver our IT Infrastructure Library (ITIL) Service Management processes, said Service Level Manager Fiona Hughes. We also needed something to manage complex procurement and asset management processes as well as helping us ensure continued licensing compliance.
‘supportDesk has a simple look and feel which we liked as soon as we saw it, whilst at the same time it was the only tool that could fulfill some of our more complex requirements, she added. We also found its reporting facilities were superior to other products. Last year the Hampshire council moved from a call logging-only Help Desk to an ITIL-compliant Service Desk which supports some 1,100 ICT users working over 17 sites and from home. The Desk will initially use the tool to log and track all incidents and requests for change. The software will allow it to deal with all requests in line with Service Level Agreements. The system will synchronise with email and Intranet to enable staff to keep customers informed of call progress.
Benefits should include improved management information and reports so we can ensure we are meeting our targets, Fiona Hughes said. The Service Desk is the key part of our ICT service and we need to have the right data immediately available to the right members of our team to deliver a more efficient service to customers. We hope that implementing this software will help us achieve our goal of closing 60% of all calls at the first point of contact. There was a further benefit to New Forest District Council: As part of its ongoing environmental awareness programme, House-on-the-Hill plants a tree for each new customer. The Council’s dedicated tree will be planted in the software company’s section of a forest in Greater Manchester.
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