Hornbill to challenge top-tier service management solution providers, say analysts
November 10th, 2004 -- Recent findings by both Butler Group and the Help Desk Institute show Hornbill Systems' hard work and dedication to developing high-quality mission critical help desk systems is showing impressive results. Both highly respected industry analysts found that Hornbill is seen as a top-tier player who is challenging many of the longer standing ITSM solution vendors
In its Technology Audit of Supportworks, Butler Group found that “the balance achieved between ease of implementation and the richness and customisation afforded makes this an exceptionally well-engineered solution”.
Commenting on the customisation attributes of Supportworks the report goes on to say, “The ability to make interface changes does not need the system to be taken down for them to be applied, making this a highly dynamic, adaptable solution.” The report concludes, “Hornbill’s market opportunities are widening and it is beginning to challenge the main players in this market, in all but the largest of implementations.”
Both sets of analysts noted that Hornbill’s financial stability and the fact that it is in a growth phase, while many of the other vendors in this sector are downsizing.
Gerry Sweeney, managing director at Hornbill commented, “Our inclusion in the top tier of vendors in the HDI report is an achievement – this is the first year that Hornbill has appeared in this report. This is also the first time that we have undertaken any kind of independent review of our solution. Again we are pleased with the resulting comments. Both sets of analysts were encouraging and felt that Hornbill was about to break through to challenge the very top suppliers. This year we have set up a dedicated customer account management team, extended our support services and introduced more stringent processes for product development, quality assurance and solution delivery. We believe these initiatives will have a marked effect on the quality of our products and services, and our ability to compete for the top position next year.”
For a copy of HDI’s report, “The Customer Experience” or Butler Group’s Technology Audit on Hornbill Systems, please contact Andreina West, PR Artistry Ltd, 01491 636191.
Hornbill's IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.
Supportworks applications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise. Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique 'Human Touch' features improve the service experience, putting people at the heart of the Service Desk.
Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.
Customers include: Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.
Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill's service management solutions please visit www.hornbill.com.