Home Pricing Contact Us About Us
SupportDesk ITIL ITSM
ITIL Certified Helpdesk software for IT Service Management
SupportDesk can be delivered, configured and ready to run ITIL ready for IT Service Management (ITSM).
SupportDesk ITIL ITSM offers a support desk system fully configured for supporting internal IT Infrastructure to ITIL Best practice standards. With categorisation, prompts and screens already optimised the speed of implementation can be suprisingly quick and as always the support offered from House-on-the-Hill is second to none. Our consultants are all ISEB qualified in IT Service management and know the software and its capabilites intimately. Project management services can also keep check on the implementation of the system and ensure that the project is a success in every way. For more information on this offering please see the following pages, download a fully working evaluation, or contact us for a demonstration.
Main Features
 
SupportDesk hhas received PinkVerify™ Service Support Certification.
Key Notes
System Benefits
Incident Management
Problem Management
Change Management
Service Level Management
Purchase Orders
PC Auditing and remote control
Management Information and reporting
   
Additional Modules
Modules for ITIL Compatibility
ITIL Ready
Service Level Monitor
Call Escalation
WebServer
E-Mail
Other optional modules
PC Audit
LDAP
LANDesk
Centennial
SMS
Outlook Sync
Resources
Tours
 View a product tour
Request a quotation
 Request a quotation
Prices
 View Prices
Customer Testimonials
 Customer Testimonials
Download
 Download SupportDeskITSM Software
Take a look at the WebServer ITSM WebServer (login/password=super)
Download our ITSM brochure
New Read a case study.
 
Integration with Best of Breed auditing and discovery solutions..
Microsoft System Management Server LANDesk Manager Centennial Discovery
Key Notes
  Integrated Contact and Inventory databases
  Seamless Asset Discovery and tracking with Best of Breed solutions Centennial, LANDesk and Microsoft SMS
  Full audit trail for all asset Moves, Acquisitions, Disposals and Changes
  Incident, Problem, and Change Management based on the ITIL framework
  "QuickCalls" for speedy input of common problems
  Attach files to most record types (e.g. screenshots, Technical Specifications)
  Integrated and searchable KnowledgeBase for solution lookup
  HTML call form for internet submissions
  Full audit trail to track changes in call lifecycle
  Categorise calls
  Monitor third party and self adherence to service level agreements
  Fully customisable look and feel
  Automatic customer e-mail acknowledgement when calls are logged
  Extensive management information & reporting capabilities (click here for details)
  Top of page
System Benefts
  Customer can log, update and interrogate their own calls
  Customer-facing interface can be customised and functionality can be restricted
  WebServer is time zone independent; provide 24/7 access to support teams
  Remote technicians can access their logged calls and address issues in their remit
  Management can access the Service Desk situation via the WebServer even when not connected to the network.
Incident Management
  Based on ITIL framework.
  Log incident calls via windows and web interface
  "Quick Calls" for speedy input of common problems
  Check whether incident has already been recorded as a Known Error or Problem
  Integrated and searchable KnowledgeBase for solution lookup
  Integrated User and Inventory databases
  Full audit trail of call updates
  Categorise incidents and record related Configuration Item on each incident
  Swiftly raise problem calls and link to original incident(s)
  Populate and update calls automatically from incoming e-mails
  Set Activities (sub-tasks) against calls and other records
  Top of page
Problem Management
  Based on ITIL framework.
  Link multiple related Incidents to a Problem
  Automatically close related Incidents upon resolution of the source Problem
  Notify End Users by auto-email when the problem has been resolved
  Top of page
Change Management
  Based on ITIL framework.
  Centralise dialog and discussions concerning Requests for Change
  Manage and monitor the life cycle of each Change Request
  Fully manage the different phases of your Change Release
  Top of page
Service Level Management
  Monitor third-party Service Level performance
  Alerts for calls exceeding set dates/service level agreements
  Monitor self-adherence to service level agreements
  SLAs can be assigned to end-Users, Products, Inventory, or the Incident itself
  Top of page
Purchase Orders
  Closely monitor purchase order progression and key stages
  Purchase Order Authorisation
  Flexible shipping costs
  Configurable taxation rules
  Seamlessly transfer purchases to the helpdesk
  Top of page
PC Auditing & Remote Control
  Seamless Asset Discovery and tracking with Best of Breed solutions Centennial, LANDesk and Microsoft SMS
  Can be run automatically through network login script
  Collect hardware & software asset details
  Full suite of management reports and graphics
  Monitor disk space utilisation
  Track installed software
  Auto-populate SupportDesk with PC inventory details
  Take remote control of audited workstation from Helpdesk
  Integration with Centennial Discovery software
  Integration with LANDesk software
  Integration with Microsoft SMS software
  Top of page
Download Evaluation
Top of page  
Helpdesk Software since 1993 

House-on-the-Hill Software was established in 1993 with the aim of developing helpdesk software to improve the productivity and effectiveness of the IT help desk and Customer Service department.

The latest major release of the software - SupportDesk Green - was officially unveiled at the SITS 2007 show in April. This release was developed with customer feedback as the driving force and is certified by PinkVerify™ as being compatible with IT management best practices according to the IT Infrastructure Library (ITIL).

Based near Manchester, UK, House-on-the-Hill Software has a large and diverse customer base spanning over 40 countries. We have longstanding relationships with our customers throughout the US, Europe, Asia, Australia and the UK, who appreciate our prompt and friendly support.
Features helpdesk software & IT help desk software solutions to improve the productivity and effectiveness of the IT help desk and Customer Service department. We also provide helpdesk software for Call Centre Tracking & Monitoring in UK.