Hornbill Service Management is proud to announce that it has won IT Service Supplier of the Year at the prestigious IT Service Excellence Awards, held at the annual Service Desk Institute Conference on June 19th, 2012.
The SDI awards recognise achievements in IT Service Management over the past year, from individuals who have excelled at their tasks, to teams who have delivered far beyond expectation, to vendors who have helped drive the industry in a new direction. Hornbill won its award, voted for by end-users, thanks to its proactivity in providing new and improved ways for IT service teams to support their organisations
Reading comments from the award judges, Howard Kendall, Chairman of SDI, said: "Hornbill is redefining the definition of 'customer service' in the ITSM software space. Whereas others are focused on fault handling times and measuring 'satisfaction' of a phone call that the customer didn't want to make in the first place, Hornbill measures its value by looking at its customers' successes. By funding an award programme to highlight the excellent work carried out by its customers; deep participation in Twitter; the ITSM podcast and Back2ITSM; and introducing new technologies to clients, Hornbill is striving to improve itself, its clients and the entire ITSM industry."
"We are delighted to receive the SDI award for IT Supplier of the Year, and would like to thank everyone who voted for us" said Gerry Sweeney, Founder of Hornbill. "That we were chosen by end-users makes it even sweeter. We constantly hear that IT groups need to be more proactive, to go beyond break-fix, adapt to changes in technology, tailor services to the end-user and, ultimately, show real business value."
"As a vendor of ITSM solutions, Hornbill has to shoulder part of
that responsibility," Sweeney continued. "Providing quality
software, services and support are important; but to help customers
succeed we have to go much further. Being proactive means
understanding the customer, their business and their challenges so
that we can provide direction, guidance and solutions that make
them look great in the eyes of their customers. We call this
"Making IT Happen" and the results have been exceptional, with
several customers winning industry awards for outstanding service
improvement. The SDI IT Service Supplier of the Year award is
further vindication of the benefits of this approach and how,
working together, we can move the Hornbill community and ITSM as a
whole in the right direction."