"Organisations that have implemented only a few of the ITIL processes have experienced significant benefits.  Supportworks applications have helped our customers accelerate their ITSM maturity through adoption and automation of these key service desk processes," said Patrick Bolger, Chief Evangelist at Hornbill Service Management.  "Increasing ITSM maturity is a key goal for most organisations, yet factors such as cost and time to implement can impact the effectiveness of their IT Service Management strategy.  We've drawn on 16 years' experience in service management to design a solution that addresses these challenges.  myservicedesk.com can be deployed within days, not weeks."

"As we extend our product suite with cloud solutions, it is important to recognise that SaaS is not the preferred route for every organisation," explained Bolger.  "With over six hundred organisations using our on-premise solutions, we made a deliberate decision not to limit their choice to one particular deployment model or interface.  Instead, we extended our current platform and added the components that were needed for cloud service provision.  Our customers now have the freedom to deploy Supportworks on-premise or in the cloud, using both rich Windows client and browser interfaces.  We're offering customers more choice, with the ability to migrate between on-premise and hosted solutions whilst retaining the value of licenses already purchased."

A monthly subscription of £39 ($59 USD) per named user provides access to myservicedesk.com, with eleven ITSM processes, a knowledge base and Self Service portal that enables end users to help themselves.

Vendors typically require their customers to subscribe to a SaaS solution for several years.  However, Hornbill is offering myservicedesk.com with a minimum subscription period of just three months.  After the initial subscription period, customers are free to cancel with just thirty days' notice.  Commenting on this unprecedented move, Bolger said: "We are confident that our SaaS customers will get immediate benefit from our newest Supportworks product, myservicedesk.com.  We work hard to maintain our reputation for delivering value and excellent service so it was important to empower our customers with choice.  myservicedesk.com is perfect for customers who need to make a change from their current solution but want some time to consider the range of options available to them.  Offering customers the ability to rapidly deploy a leading service desk solution while they review their deployment strategy has received positive feedback, as many organisations find themselves under pressure to address costs in difficult market conditions".

Hornbill's myservicedesk.com, powered by Supportworks, is hosted in world class, highly secure and certified Tier 3 data centres located in 17 cities across North America and Europe.  The hosting platform is monitored and maintained by Hornbill's service operations team from the Network Operations Centre at its UK Headquarters.  With service desk and application support teams based at the same facility, Hornbill is well structured to meet today's expectations of worry free, always-on cloud solutions.

Hornbill was positioned in the "Magic Quadrant for the IT Service Desk"* report published on 4th November 2010 by global industry analyst firm Gartner, Inc.  The Magic Quadrant focuses on enterprise-class vendors that meet Gartner's criteria,which include the vendor's ability, demonstrated by customer references and Gartner client enquiries, to address the needs of enterprise customers seeking functionality for incident, problem, change, knowledge, self service and service-level agreement (SLA) management.  Hornbill's Supportworks ITSM was the solution evaluated for the report.  

For further information please visit: www.myservicedesk.com

About the Magic Quadrant

The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 

* Gartner "Magic Quadrant for the IT Service Desk" by David M.Coyle, Kris Brittain & Bill Malik, 4 November 2010.  Gartner ID number for the report is G00206716