Customer Service Direct Ltd selects Hornbill's Supportworks for Service, Support and Change Management platform
April 20th, 2005 -- Hornbill Systems, a leading provider of IT support and service management solutions has today announced that Supportworks ESP has been selected by Customer Service Direct Ltd (CSD), a public, private partnership between BT, Suffolk County Council and Mid-Suffolk District Council, to provide an ITIL compliant Service Management Platform.
Initially Supportworks will be used in the Information Communications and Technology environment, and will support Libraries and Heritage, Environment and Transport, Social Care, Public Protection, Education and Councillors. The system will be used by teams based primarily in Ipswich with smaller satellite teams located at the offices of Mid Suffolk District Council in Needham Market. Incidents to be managed are expected to range from simple password resets to the more complex events associated with network and server infrastructure.
Hornbill’s Supportworks was selected by CSD from a shortlist of four systems for its ITIL framework compliance, its speed of implementation and for its end-user look and feel, which is similar to MS Outlook and XP.
Malcolm Wood, BT Project Manager at CSD commented, “The fundamental drivers of the CSD partnership are the commitment to deliver high quality services by effecting a substantial transformational change through investment and business process re-engineering, whilst delivering significant service benefits. We were impressed with the offering from Hornbill and the fact that it was PinkVERIFY™ certificated meant that it complies with the ITIL framework. Price was a factor in our decision making but it wasn’t the deciding factor, Supportworks represents good value for money.”
Mr Wood continued, “We intend to run a two stage launch of the new service. The first will be internally, which will allow the operations staff to familiarise themselves with the new system. Then we will make a more public introduction. Being a local government body it is essential to launch the new service successfully. The help and support we have received from the staff at Hornbill and the feature-rich Supportworks platform will enable us to do just that.”
Gerry Sweeney, Managing Director of Hornbill Systems commented, “Hornbill has put considerable resource into developing a platform that meets the ITIL framework. Again and again we see that this is what the industry is demanding and we are delighted to be able to meet that demand. Our commitment to ITIL best practice is paying dividends, particularly in the public sector where Hornbill is beginning to gain significant market share.”
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.