FFastFill Uses Supportworks ITSM to Meet Demanding SLA Targets
December 11th, 2008 -- Leading application services provider invests in IT service management software to provide global support to clients.
According to Rob Walton, Global Technical Service Manager at FFastFill; "When a client signs an application service contract with FFastFill we take on the responsibility for all the software, hardware, access network and exchange connections necessary to allow the end users to trade successfully. It is, literally, trading at the click of a button.
"Hornbill's Supportworks ITSM gives us an excellent view of what is happening across our infrastructure so that we can respond quickly at any given time, which is critical for our business to meet our Service Level Agreements. As a service business, Supportworks ITSM supports the way that we work - its centralised structure and the ease with which we can integrate it with existing systems and track and obtain information for clients is invaluable."
All service calls are logged and then filtered and tracked using Supportworks ITSM. Adopting ITIL processes has also enabled the teams to operate more efficiently. Implementing improved workflow management processes enables the teams to monitor and track incidents effectively, freeing time to plan proactively for change management.
FFastFill uses the reporting functionality within Supportworks ITSM to generate automated monthly reports for clients, to monitor the effectiveness of staff as well as to keep key people informed of change management processes. The IT team is also in the process of developing a Configuration Management Database (CMDB) to manage data on its network and applications, integrating Supportworks ITSM with other existing business systems.
Gerry Sweeney, CEO of Hornbill Systems commented, "FFastFill's business operations rely upon providing maximum system uptime for clients. Being able to deliver on its Service Level Agreements is critical to its business success. Hornbill's Supportworks has been designed to integrate with existing systems and provide one central repository for a company's service infrastructure. Service teams can easily access the information that they need to track and resolve issues quickly, providing responsive and efficient customer support."
NOTES TO EDITORS
FFastFill is a publicly-owned company that designs and delivers application services for the electronic trading community. These services provide full application functionality for retail and institutional clients allowing intermediaries and their clients to manage trading and financial risk in real-time across a wide range of products and exchanges without the need to invest in technology infrastructure or staff.
All FFastFill's services are delivered against a contracted Service Level Agreement (SLA) that can be tailored to the institutions business requirements. FFastFill provides these services from specialist operational centres in London, Sydney and Chicago and a software development centre in Prague.
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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.