House-on-the-Hill Software Ltd

SupportDesk IT Service Management

Use SupportDesk as your IT Service Management (ITSM) software to adhere to agreed SLA timescales, ensure immediate response to customer issues by email, allow customers to log and track their own issues or search FAQs via a web portal. Use also to manage problem, request and change management.

Features

  • Customer Self-Service Portal for logging and tracking calls
  • Synchronisation with Active Directory
  • Integration with various Network Discovery Tools
  • Quick Calls for speedy submission of routine issues
  • Form Designer to customise the interface
  • Customisable Dashboards for quick links and summaries
  • Managers can analyse performance metrics with the KPI Monitor
  • Easy to use reporting tool
  • Cut down Mobile version for roving technicians
  • Incident, problem, request and change management

Benefits

  • Ensure adherence to SLAs
  • Easily log all issues to demonstrate level of productivity
  • Quickly highlight important issues affecting business performance
  • Easily assess staff workloads
  • Make it yours with the extensive personalisation capabilities
  • Quickly access summaries of Incidents, Requests, Problems, Changes
  • Extend the Service to manage other requests such as FOI
  • Use of Twitter and Chat
  • Give customers immediate access to Frequently Asked Questions
  • Technicians can be more productive with use of mobile devices

Pricing

£30 to £60 per licence per month

  • Minimum contract period: Other
  • Excluding VAT
  • Education pricing available
  • Trial option available

Service documents

G-Cloud 8

699434296724480

House-on-the-Hill Software Ltd

Trudy Broadhead

0161 427 8988

TrudyBroadhead@HOUSEONTHEHILL.COM

Support

Support
Support service type
  • Service desk
  • Email
  • Phone
  • Live chat
Support accessible to any third-party suppliers No
Support availability UK Business Hours, 9-5 Monday - Friday except UK Public Holidays
Standard support response times First Response within 2 hours. Followed by priority based assessment. Personal response within 1 day
Incident escalation process available Yes

Open standards

Open standards
Open standards supported and documented Yes

Onboarding and offboarding

Onboarding and offboarding
Service onboarding process included Yes
Service offboarding process included Yes

Analytics

Analytics
Real-time management information available Yes

Cloud features

Cloud features
Elastic cloud approach supported No
Guaranteed resources defined Yes
Persistent storage supported Yes

Provisioning

Provisioning
Self-service provisioning supported Yes
Service provisioning time 1 day
Service deprovisioning time 1 hour

Open source

Open source
Open-source software used and supported No

Code libraries

Code libraries
Languages your code libraries are written in
  • C
  • C++
  • C#
  • JavaScript
  • HTML

API access

API access
API access available and supported Yes
API type RESTful

Networks and connectivity

Networks and connectivity
Networks the service is directly connected to Internet

Access

Access
Supported web browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Offline working and syncing supported No
Supported devices
  • PC
  • Mac
  • Smartphone
  • Tablet

Certifications

Certifications
Vendor certification(s) ISO27001:2013 certification

Identity standards

Identity standards
Identity standards your service uses Windows Authentication

Data storage

Data storage
Datacentres adhere to the EU code of conduct for energy-efficient datacentres Yes
User-defined data location No
Datacentre tier TIA-942 Tier 1
Backup, disaster recovery and resilience plan in place Yes
Data extraction/removal plan in place No

Data-in-transit protection

Data-in-transit protection
Data protection between user device and service

Asset protection and resilience

Asset protection and resilience
Datacentre location
Data management location
Legal jurisdiction of service provider UK, assured by Contractual commitment
Datacentre protection Yes, assured by Independent validation of assertion
Data-at-rest protection
Secure data deletion Other erasure process, assured by Independent validation of assertion
Service availability 99.99%, assured by Contractual commitment

Separation between consumers

Separation between consumers
Cloud deployment model Private cloud, assured by Service provider assertion
Type of consumer No other consumer, assured by Independent validation of assertion
Services separation Yes, assured by Service provider assertion
Services management separation Yes, assured by Service provider assertion

Governance

Governance
Governance framework Yes, assured by Independent validation of assertion

Configuration and change management

Configuration and change management
Change impact assessment Yes, assured by Independent validation of assertion

Vulnerability management

Vulnerability management
Vulnerability assessment Yes, assured by Independent validation of assertion
Vulnerability monitoring Yes, assured by Independent validation of assertion
Vulnerability mitigation prioritisation Yes, assured by Independent validation of assertion
Vulnerability tracking Yes, assured by Independent validation of assertion
Vulnerability mitigation timescales No, assured by Service provider assertion

Event monitoring

Event monitoring
Event monitoring Yes, assured by Independent validation of assertion

Incident management

Incident management
Incident management processes Yes, assured by Independent validation of assertion
Consumer reporting of security incidents Yes, assured by Independent validation of assertion
Security incident definition published No, assured by Service provider assertion

Personnel security

Personnel security
Personnel security checks

Secure development

Secure development
Secure development Yes, assured by Independent validation of assertion
Secure design, coding, testing and deployment Yes, assured by Independent validation of assertion
Software configuration management Yes, assured by Independent validation of assertion

Supply-chain security

Supply-chain security
Visibility of data shared with third-party suppliers Yes, assured by Independent validation of assertion
Third-party supplier security requirements Yes, assured by Independent validation of assertion
Third-party supplier risk assessment Yes, assured by Independent validation of assertion
Third-party supplier compliance monitoring Yes, assured by Independent validation of assertion

Authentication of consumers

Authentication of consumers
User authentication and access management Yes, assured by Independent validation of assertion
User access control through support channels Yes, assured by Independent validation of assertion

Separation and access control within management interfaces

Separation and access control within management interfaces
User access control within management interfaces Yes, assured by Independent validation of assertion
Administrator permissions Yes, assured by Service provider assertion

Identity and authentication

Identity and authentication
Identity and authentication controls

Secure service administration

Secure service administration
Service management model

Audit information provision to consumers

Audit information provision to consumers
Audit information provided None, assured by Service provider assertion

Secure use of the service by the customer

Secure use of the service by the customer
Device access method
Training Yes, assured by Service provider assertion
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