Press Association adopts global ITIL based support for both internal and external customers with Hornbill's Supportworks ITSM
June 18th, 2009 -- Leading multimedia and information provider supports over 5,000 employees and customers with Hornbill's service management software
The Press Association ran a stringent procurement process in which they evaluated systems from four different vendors. Hornbill was selected for its usability and broad functionality, which met all the Press Association's requirements without the need to purchase additional modules or add-ons.
Julie Greaves, Service Desk Manager at the Press Association said: "We prepared a very tight specification and trialled several products. We selected Supportworks ITSM for its intuitive ease of use, out-of-the-box features and friendly 'Human Touch' interface, along with the ability to integrate with email, the .NET platform and other applications."
"Supportworks' ease of configuration is a real plus - other solutions would have been costly and time-consuming to adapt to suit our needs. Adopting ITIL has also enabled the IT department to implement a structured approach to aligning our services more closely and clearly to the business needs of the organisation. We now have the data and reports at our fingertips that give us visibility of problems and their causes, enabling us to proactively manage incidents."
Using Supportworks ITSM the IT team provides desktop support to all internal users, as well as external customers of its information and multimedia services, which include news agencies, government offices and customer websites.
The team has adopted ITIL processes for incident management and plans to roll out ITIL in a phased approach. It uses reports from Supportworks to categorise recurring issues, helping them to identify common faults and provide notification to customers where appropriate.
Gerry Sweeney, CEO of Hornbill Systems commented: "We have designed Supportworks ITSM to enable service departments to adopt ITIL processes at their own pace, whether their customers are internal or external. For companies like the Press Association with large user communities, it is important to have structured processes that enable the IT teams to maximise resources and share and access the same information, to provide an efficient support service. The reporting functionality also enables the IT teams to identify patterns and issues, allowing for proactive planning that can ensure incidents are rectified and changes to IT systems are executed with minimum disruption to customers."
NOTES TO EDITORS
About the Press Association
The Press Association is the UK's leading multimedia news and information provider and supplier of business-to-business media services. As home to the national news agency of the UK and Ireland, the Press Association provides a continuous feed of text, pictures, video and data into newsrooms around the country.
Founded in 1868, the Press Association also supplies a wide range of content and editorial services ranging from international sports data, comprehensive entertainment guides and photo syndication to editorial training and weather forecasting. The Press Association is also a key supplier to non-media customers, assisting commercial, government and not-for-profit organisations to access information and communicate successfully through the media.
The Press Association is owned by PA Group Limited. Other PA Group companies include weather forecasting business MeteoGroup and Canadian newswire distribution company CNW Group.
For more information, please visit www.pressassociation.com
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.