Halliwells IT Team Meets Customer SLA Targets With Hornbill's Supportworks ITSM
July 1st, 2008 -- IT team
increases SLA success rate from 60% to 92% with Supportworks ITSM
service management solution.
Halliwells short listed potential suppliers to two and selected Hornbill’s solution over Touchpaper for its advanced functionality, its ITIL compatibility, user friendly interfaces and reporting features. The firm intends to apply for ISO 20000 certification before the end of the year, and is now almost halfway towards achieving this goal.
"Hornbill's Supportworks ITSM ticks every box for us," said John Salt, Head of IT Services at Halliwells. "We are using it for all aspects of our IT service management – not least incident, problem and change management. We have seen significant efficiency gains since using the system.
"We reviewed other solutions, but really liked Hornbill's product. It was the most advanced tool that could give us everything we wanted. Before Supportworks ITSM we had only about 60% success in meeting our SLAs. Now we are meeting them at levels of 92% - which of course has a direct benefit to the business as users experience less disruption to their work."
Halliwells also used Supportworks ITSM to assist with the management of a recent office move when the staff from five existing offices were relocated to its flagship headquarters in Manchester. Training staff were deployed in the office move to provide frontline IT and facilities support using Supportworks ITSM, while the 30 strong IT team provided technical support on each of the building's eight floors, with a central team dealing with escalation issues.
Gerry Sweeney, CEO of Hornbill Systems commented, "Hornbill's Supportworks ITSM has all of the built-in functionality and user friendly interfaces to enable a service desk to be quickly up and running. Its flexibility enables IT teams to deliver effective service to support large numbers of users for different IT requests. By adopting ITIL and smarter working practices many IT teams find that they are able to achieve more without needing to increase staff or costs."
NOTES TO EDITORS
Halliwells is the fastest growing commercial law firm in the UK, with offices in Manchester, Liverpool, London and Sheffield. The firm has grown rapidly in recent years, with considerable investment in technology, including case management software.
While still a legal partnership, the Firm is structured and managed according to the best principles of Corporate Governance.
For more information about Halliwells, please visit:
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.