Hornbill Service Management has announced that See Tickets, one of the largest ticket companies in the UK and part of the largest independent ticketing organisation in Europe, has selected Supportworks ITSM Enterprise service management software to support over 400 internal IT users and external partners, replacing its existing Marval service desk software. See Tickets manages ticket sales for some of the largest music, theatre, sporting and exhibition events in the UK, in addition to providing box office systems and ticketing management to a number of high profile venues and sports clubs. See Tickets chose Hornbill's Supportworks for its ease of use and flexibility, and is intending to introduce a web SelfService portal to provide a 24 hour one-stop shop for IT service, enabling users to log and check status of calls and use the self-help facility.
Russell Morris, Head of IT at See Tickets stated; "Following a reorganisation and rationalisation of our support processes, we needed a new IT service management system that could be used efficiently and effectively by our busy teams in two locations. We looked at market alternatives and found Supportworks ITSM Enterprise to be powerful and flexible in its support of ITIL, yet still easy to use. It also has the best email integration, which is crucial to how the system supports our service delivery operation.
"Supportworks will help us to provide a smoother and more predictable IT support service. Our support teams will spend less time logging incidents, freeing them up to solve problems and proactively serve the business. The SelfService option is particularly important as we run a 24 hour business: it will enable staff to have immediate access to the information that they need. Having excellent support for our systems helps us towards our mission: to provide high quality, branded ticketing services to our customers and clients."
Implementing Supportworks ITSM Enterprise has also enabled the IT team to expand its use of the ITIL framework in its support processes. The system will be used by the service desk, desktop support, system administration and the application and database teams.
Frank McIlroy, CEO of Hornbill Service Management Ltd said; "See Tickets' IT systems are critical to its business, where the technology underpins daily operations and those of its partners. An effective, responsive support service at all times is crucial; a centralised IT service desk system allows the staff in different locations to work efficiently and maintain that all-important level of response. The ITIL framework enables IT to adopt best practice and routine processes that can save time and free them up to proactively manage the IT systems, adding real value to the business."
NOTES TO EDITORS
See Tickets is one of the largest ticket companies in the UK, selling more than 10 million tickets per year. Its parent, See Tickets International, operates across Europe and is one of the top 3 ticket companies in the world.
See Tickets manages ticket sales for some of the largest music, theatre, sporting and exhibition events in the UK, in addition to providing box office systems and ticketing management to a number of high profile venues and sports clubs. It provides ticketing technology, ticket sales, ticketing services, marketing, distribution of event tickets and information.
See Tickets has over 300 employees with offices in Soho Square in London, and on Upper Parliament Street, just off Nottingham's Old Market Square.
For more information, please visit: www.seetickets.com