Press Releases

View All Press Releases

Hornbill Service Management

16 Apr 2010

The ITSM Journey progresses from ‘Chaos’ to ‘Value’ with Hornbill at Service Desk & IT Support Show

Hornbill supports the IT Service Management journey from help desk to ITSM maturity with enhanced ITIL-compatible software

Stand 300, Hornbill will be demonstrating its Supportworks IT service management software, supporting an organisation’s ITSM journey, whatever its stage of maturity.
The journey of service improvement can take the IT organisation from the reactive and technology-centric focus characterised by the ‘chaotic’ helpdesk, through the first stages of ITIL adoption, to a vision of business-centred service delivery that demonstrates IT value. Hornbill’s family of Supportworks applications have been designed to match requirements at each stage on the ITSM journey. Built on the Supportworks platform, these applications offer a simple upgrade path, helping organisations transition from one level of maturity to the next.

- Supportworks Essentials – Delivering help desk efficiencies
- Supportworks ITSM Foundations – from help desk to service desk
- Supportworks ITSM Enterprise – from IT service provider to trusted business partner

Demonstrated on stand 300:
Supportworks IT Essentials help desk software provides the optimum combination of call management automation, functionality and flexibility, delivering a comprehensive solution that satisfies many IT help desk requirements right out of the box.
Supportworks ITSM Foundations supports the transition from help desk to service desk and provides the basis for easy adoption of the most common ITIL processes without the complexity of a full-scale implementation.
Supportworks ITSM Enterprise, helps the service desk make the transition from supporting IT services and technology, to supporting business services and enabling the business to meet its goals.

The previewed release of Supportworks ITSM Enterprise has been certified ITIL v3-compatible for 11 processes through PinkVERIFY. Hornbill will demonstrate new and enhanced features including:
- Service Level Management
- Service Level Agreements (SLAs)
- Operational Level Agreements (OLAs)
- Supplier Contracts
- Knowledge Management
- New Browser based Client