Hornbill Systems Announces Supportworks Version 7.0
February 23rd, 2005 -- Hornbill Systems, a leading provider of IT support and service management solutions is to announce availability of the latest version of Supportworks at the Helpdesk IT Support show. Supportworks Version 7.0 now incorporates some exciting new features including a new Visual Process Manager (VPM), a Visual Configuration Manager (VCM), enhanced report writing facilities and an integrated calendar for resource scheduling.
The VPM allows users to create server-side process workflows by simply drawing diagrams within a GUI. This simplifies the process of building business processes to construct automated workflows and removes the need for having any kind of programming knowledge or experience. The VPM also includes automated Design Rule Checking to ensure that the processes created or modified are error free before being applied to the users’ live environment.
The VCM is a GUI tool that allows users to view, browse, drill-down and modify the contents of the CMDB (Configuration Management Database). The CMDB is a complex inter-relational structure used most commonly for ITSM in accordance with ITIL best practice. The VCM provides an easy-to-understand view of this data and provides the capability to model simulated CI failures and outages allowing visual interactive impact analysis and change management process.
The new calendar functionality within Supportworks 7.0 includes shared and personal calendars, enabling better time management of both people and facilities. Calendars within Supportworks feature day, week, and month planner views. Resource scheduling functions for call back notification and reporting, resource blocking and calendar based call assignments, all with automated reminders.
The enhanced reporting facilities include an Expression Builder, a Graphical Query Builder and full support for multi-table queries.
The new features within Supportworks V7.0 are designed to further enhance Supportworks’ ability to provide a fully integrated business process and communications functions designed specifically for delivering Service Management solutions and automating complex business processes.
Gerry Sweeney, Managing Director of Hornbill commented, “Version 7.0 of Supportworks further underlines Hornbill’s commitment to providing the latest proven technology in a way that enables our customers to tackle business issues head on with the minimum of effort. Today’s helpdesk solution offerings are mature and go beyond servicing simple IT helpdesk request requirements. The trend is towards a single-point-of-contact service desk environment, so it is imperative that usable technology is made available to provide a single interface that can draw upon systems in other business functions such as HR, logistics or payroll, and databases holding product and client information. The technology to provide such comprehensive service management capabilities and to achieve these levels of integration is readily available today by harnessing the power of Supportworks.”
Register now for your ticket plus a chance to win one of 25 iPod minis at the Hornbill stand. Hornbill will be giving away an iPod mini at every 15 minute product presentation during the Helpdesk & IT Support Show. For more information about Hornbill’s Supportworks V7.0, please visit www.hornbill.com or stand number: 220
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.