SSI Selects Hornbill for IT Helpdesk Managed Service Solution
July 26th, 2005 -- Hornbill Systems, a leading provider of IT support and service management solutions has been selected by SSI Computer Services Ltd to provide IT Helpdesk software. Hornbill's Supportworks will be used by SSI to provide a range of managed services as well as form the basis for the company's IT Service Desk for its own internal staff and field engineers.
Supportworks was selected for its ability to provide a highly flexible, yet easy to use, scalable helpdesk platform. Each customer has been set up individually within Supportworks and has its own unique assets and work flows that guide the helpdesk analyst through the call procedures. Some of SSI’s customers also have customers of their own who log calls directly with SSI. Functionality within Supportworks enables the analysts to know where the call originates from and handle accordingly, for instance, answering the phone with the appropriate company name. Hornbill’s Open Integration policy which ensures that Supportworks fully supports other complementary products and technologies was also a deciding factor. Supportworks is easily populated with data from other systems, for instance, contact details, information from Asset Management systems that log all hardware and software and which versions for each and every member of staff.
The Supportworks Connector to LANDesk® Management Suite provides seamless integration between the two products. Functions such as viewing full inventory details, starting remote control, file transfer, chat and remote execute and remote boot are all available from within Supportworks, enabling SSI’s Helpdesk analysts to provide a streamlined, more efficient service to its customers.
James Bishop, Sales and Marketing Manager at SSI commented, “Hornbill’s Supportworks will enable SSI to provide a more comprehensive service to our customers, with lower overheads due to the efficiencies gained. Our agreement with Hornbill means that as well as using Supportworks for our own internal Helpdesk, we are also able to re-sell the product and have full marketing and pre-sales support from Hornbill. Our customers will now benefit from the combination of SSI’s experience of providing managed services and Hornbill’s skill at designing, implementing and supporting scalable service desk solutions. This will enable us to provide our customers with a full end-to-end service for all their business and IT systems.”
Gerry Sweeney, Managing Director of Hornbill commented, “The decision for a partnership between Hornbill and SSI was a mutual one based on our requirement for a reseller with LANDesk capability and SSI's need for a new service management solution that would provide more functionality for their customers within both their managed service and deployed solution environments.
“This fits very well with our policy of empowering our customers to make the best possible decisions, and this includes being free to select a series of Best-of-Breed solutions that meet their requirements. We are committed to ensuring that those products then work together seamlessly, which is why we introduced our ‘Open Integration Policy’ last year. As well as appealing to end user organisations, we have found that systems integrators, like SSI, are also keen to use products that can provide out-of-the-box integration. We are delighted to be working with SSI, our two implementation teams have been working very well together to satisfy what is a highly complex solution.”
About SSI Computer Services
SSI Computer Services Ltd was formed in 1998 through a management buy-out of the Integration services of a third party maintenance company. Since the early days SSI has grown into a substantial systems integration company offering a wide range of IT services.
With a particular focus on networking and IT security SSI are able to provide a complete range of solutions ranging from initial design and consultancy, through implementation to support.
For more information please visit: www.ssil.co.uk
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.