Chubb Insurance Upgrades to Supportworks ITSM for International Service Desk
March 12th, 2008 -- Leading global insurance company adopts ITIL best practice. Chubb Insurance Company of Europe (Chubb Insurance) has upgraded to Supportworks ITSM, the comprehensive ITIL-compatible service management software from Hornbill Systems.
"We were looking to improve our working methods and wanted to adopt the ITIL methodology and best practice. Supportworks ITSM enables us to do this," said Keith Brewer, IT Support Manager for IT Infrastructure at Chubb Insurance.
"Upgrading to Supportworks ITSM has allowed us to embrace best practice methodology in our working processes. The transparency of our operations has enabled us to provide a much more efficient support service that directly benefits the end customer. For instance, at month end the IT service desk works with the business users to identify process claims and policies that have been rejected by the system, in order to secure more premiums, increasing revenue for the company. It’s a great example of one of the ways Supportworks ITSM has allowed us to deliver the benefits of ITIL to the business."
The service desk provides a frontline service to support the company IT infrastructure - servers, networks and Lotus Notes. Calls are logged and may be handled immediately, or passed on to second or third line support. Particular bugs or issues are passed onto the in-house development teams who have written the business specific applications used to issue policies. In all cases, the service desk owns the call and manages it through to closure.
The IT team is currently using incident and problem management within Supportworks ITSM and change management will be introduced at a later date, once fully configured against the organisation’s processes. As a global financial institution, the organisation must comply with Sarbanes-Oxley (SOX) legislation, which mandates the provision of detailed audit trails showing access to financial systems.
The team is also currently piloting Supportworks’ web self-service option, which allows end-users to log calls, view call status and search the support knowledge base themselves, providing further transparency and improving communication between IT and the customer.
Gerry Sweeney, CEO of Hornbill Systems commented, “A centralised IT service desk can greatly help organisations to streamline working practices and improve efficiencies, however disparate the locations they support. Adopting ITIL best practice can also bring quantifiable business benefits. Supportworks ITSM supports the service desk in its provision of first class support to users throughout the organisation. In instances where customer facing staff rely upon reliable and efficient systems to service clients, this can directly benefit business operations.”
NOTES TO EDITORS
About Chubb Insurance
Chubb Insurance Company of Europe S.A. (Chubb Insurance) provides specialist commercial and personal lines products through independent brokers. It is part of the NYSE-listed Chubb Corporation. With more than 30 offices in twelve countries, Chubb Insurance consistently earns high ratings for financial strength from the leading credit rating agencies.
Further information on Chubb can be found at
Chubb Insurance is not affiliated with Chubb plc Security.
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.