Hornbill Announces Fast-Track, Lower Cost of Ownership Helpdesk Solution with Supportworks Essentials.
April 8th, 2008 -- 'Stepping stone' approach to supporting customer growth and ITIL adoption continues at Hornbill.
Essentials, being based on the same technology platform, provides the same core functionality as Hornbill's Enterprise solutions, with some limitations to features that would typically only be required by larger organisations. Essentials can be installed, configured and supported with minimal overhead, making it ideal for small to medium sized organisations where speed of deployment and reduced cost of ownership are primary considerations.
Essentials provides full functionality to manage calls via an intuitive analyst interface. Call logging is straight forward: calls may be allocated to analysts using drag & drop capabilities and a variety of time saving features such as Quick Log Calls. Essentials includes wizard-driven reporting and Service Level Agreements. In addition Essentials provides comprehensive email functionality, search capabilities, asset management and knowledge base management.
As well as standard service and help desk features, Essentials provides a web-based Customer SelfService Portal, which enables customers to log and track the progress of their calls. The SelfService Portal offers unlimited access to customers, making it very cost effective and easy to deploy. A graphical form designer enables organisations to include their own branding within the user display, and build workflows within the application that maps on to their existing business processes.
Essentials is designed with ITIL in mind, harnessing Hornbill’s long and proven compatibility with the ITIL framework. Supportworks Essentials can be used to support the ITIL disciplines of Incident, Problem, SLA and Change request management.
Gerry Sweeney, CEO of Hornbill Systems commented, "At Hornbill our ethos has always been to support our customers as they grow, and to provide an appropriate upgrade path. This has been most evident in our approach to ITIL solutions, where customers have been able to migrate from our standard helpdesk solution to our ITSM product. Supportworks Essentials is the natural extension to this approach. Hornbill technology is now available to organisations that are looking for an entry level solution, that is fast to deploy and easy to use. And as these organisations grow there is a fully mapped migration path enabling them to upgrade to Hornbill’s Enterprise solutions when they are ready."
More information on Supportworks Essentials.
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.
Supportworksapplications 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.