House-on-the-Hill ITSM

House-on-the-Hill ITSM is an IT Service Management (ITSM) software solution designed to streamline and optimize IT service delivery. According to the vendor, this solution caters to small, medium, and large enterprises across various industries. It is used by IT professionals, IT service managers, help desk managers, service desk technicians, IT operations managers, and IT consultants in industries such as information technology, financial services, healthcare, education, and government.

Key Features

Self-Service Portal: According to the vendor, the self-service portal enables customers to log and track their issues and requests directly, reducing the workload of the service desk. It provides a personally styled dashboard with simple navigation to promote services.

Drag & Drop Call Form Builder: The vendor claims that users can build unique forms for different types of calls, such as incidents, problems, equipment requests, and more. They state that the solution utilizes a drag and drop feature for quick and easy form creation.

Kanban Workboard: According to the vendor, the Kanban Workboard offers service managers real-time list views of Service Desk tickets at specific statuses. It provides a visual representation of ticket progress and status.

KnowledgeBase: The vendor states that the KnowledgeBase allows users to search for and copy solutions directly. They claim that it aids in speedy call resolution by providing a repository of helpful information.

Purposeful Dashboards: According to the vendor, the solution provides role-based dashboards for customers, managers, service desk teams, technicians, and other groups. They claim that these dashboards display relevant information upon login, including the latest news, service status, and quick issue and request logging buttons.

SLA & KPI: The vendor states that the solution enables the setting of default priorities to automatically populate first response and target completion times. They claim that it also monitors performance against operational business Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

FAQs and Customer Feedback Forms: According to the vendor, the solution displays frequently asked questions (FAQs) to end users via the self-service portal, promoting self-diagnosis. They state that it also allows for sending customer satisfaction surveys and feedback forms to gather user feedback.

Customizable Ticket Logging Forms: The vendor claims that the solution enables the creation of ticket input forms tailored to match terminology and business rules. They state that it offers unlimited extra fields to gather all necessary information for processing by the service desk.

Service Portfolio Management: According to the vendor, the solution provides updates on the statuses of distributed IT services to end users and subscribers. They claim that it helps users stay informed about the availability and performance of IT services.

Email Connectivity: The vendor states that the solution automates email read to create new tickets and add customer updates, reducing manual effort. They claim that it also allows for the styling of response messages to reflect the business's branding.