Sweet spot the difference for class act at Harrow

service desk software

June 15, 2009

Blog

The IT department of Whitmore School in Harrow is set to become a class act with the use of new Service Management software.

Installation of SupportDesk from specialist supplier House-on-the-Hill (www.houseonthehill.com) means that the over 100 teachers and support staff at the mixed comprehensive school, which has over 1,200 pupils, can log and view their own IT support issues.

‘support calls were coming to us in a very ad hoc manner and dealt with in the same way, said IT Network Manager Nalin Uduwawala. it was difficult to prioritise support issues, provide visibility to users and make them understand the magnitude of the issues we were facing.

He said Whitmore School (www.whitmore.harrow.sch.uk) chose House-on-the-Hill’s solution because It had all the elements of a modern support desk such as compatibility with ITIL (The IT Infrastructure Library – internationally accepted guidelines for best practice in IT Service Management), Active Directory integration and self-service capability.

We didn’t look at other suppliers, he added. House-on-the-Hill hit the sweet spot for us. Nalin said the new tool would assist IT staff in managing their own time as well as help resolve training issues identified from calls made.

ENDS

Stay Updated

Category

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

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

Mitchell WatersICT Servicedesk Administrator – South Yorkshire Fire & Rescue

Buy it, it is the best ITSM toolkit I have ever worked with, including ServiceNow.

Michael BebbingtonService Delivery Manager – UK Plumbing Supplies

HotH is laser focused on Service Management, where many other platforms try to be all things to all men.  It’s a great product, I think this largely reflects the great people at HotH, everybody I have spoken to is business-like, pleasant and easy to work with”.

Stuart WilliamsHead of Operations – FourNet

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

Mitchell WatersICT 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, no 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 TredgettEpping Forest