New Forest gets new Service Desk software – and a tree!

September 24, 2008

Blog

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.

Media enquiries to Scot PR. Tel. 0131-473 2388 or email action@scotpr.com

Stay Updated

Category

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue

“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, not question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”

Read the Epping Forest Case Study

Paula Tredgett
Epping Forest

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue

“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, not question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”

Read the Epping Forest Case Study

Paula Tredgett
Epping Forest

“HotH’s knowledge is excellent and their ability to find solutions to even the most complicated requirements is second to none. I would recommend their services to anyone looking for a bespoke, fully functional and user-friendly service management software provider”

Read the Ascot Case Study

Andrea Ashurst
Ascot Services

‘The new system seems to be working really well for us and we’re enjoying it!’

Mitchell Waters
ICT Servicedesk Administrator
South Yorkshire Fire & Rescue

“There are lots of ticket management systems out there, but the customer service that we receive is outstanding, nothing is too much trouble, not question is too silly to ask, and the system does everything you would want it do. It’s a good price in a competitive market with exceptional customer service.”

Read the Epping Forest Case Study

Paula Tredgett
Epping Forest

“HotH’s knowledge is excellent and their ability to find solutions to even the most complicated requirements is second to none. I would recommend their services to anyone looking for a bespoke, fully functional and user-friendly service management software provider”

Read the Ascot Case Study

Andrea Ashurst
Ascot Services

“Great product, great service, very customisable”

Read the Covers Case Study

Tom Arundale
Covers