University of Glasgow Supports 30,000 User Community with Hornbill's Supportworks
March 3rd, 2009 -- 'Ancient' University invests in state of the art IT service management software to support diverse service desks across the campus.
"We selected Hornbill's solution for its functionality, ability to be customised and its user friendly look and feel," said Bill Wright, Helpdesk and Training Manager of IT Services at University of Glasgow. "For us it is really important that the product is easy to use, in order that we can encourage its adoption across the organisation. It has to deliver tangible productivity benefits very easily.
"Supportworks processes have replaced patchy notification methods with a published change management schedule that is sent in advance of changes. It suits our needs very well and provides a formal audit trail to a more consistent and improved quality standard."
Hornbill's Supportworks was selected for its ease of use as well as its ability to be easily customized, and its web portal access from the wide range of software platforms - Linux, MAC, UNIX and web platform - used by the different IT teams across the University.
Since installing Supportworks, the team has successfully customised the solution for two key areas; change management and The Data Protection Office. Adopting industry best practice, the University has customised Supportworks to provide a bespoke module for change approval and forward-schedule publishing, replacing a manual process with uniform and easy to use workflow-driven automation. The University's Data Protection and Freedom of Information Office has also used the functionality within the database to create new forms and procedures that have improved workflows and efficiencies within the department and enabled them to comply with strict regulatory requirements.
The Central Service Desk team is now able to process additional calls, allowing service centralization, and is measuring its performance with automated reports generated by Supportworks. Following the success, a regional support centre is in the process of implementing Supportworks to provide support to users in Further Education Colleges across West Scotland.
Gerry Sweeney, CEO of Hornbill Systems commented, "Large organisations like the University of Glasgow present a challenge for IT support and other services, where different teams may provide local departmental services. Supportworks is an ideal tool to support such a scenario. It has been designed to be adaptable to any service scenario and easy to use such that it enables teams to be more productive, which encourages uniformity of process and results via its widespread adoption, particularly important in any regulated environment."
NOTES TO EDITORS
About University of Glasgow
The University of Glasgow is the fourth oldest university in the English-speaking world. Founded in 1451, it has spent the last half-millennium earning an international reputation for research innovation, making connections with experts in global business, and inspiring thinkers, from eminent scientist Lord Kelvin to the father of economics, Adam Smith. Building on such vast experience, it’s no surprise that Glasgow is in the top 1% of the world’s universities today (Times Higher Education Supplement World Rankings).
Ranked in the top ten in the UK for research, and a member of the elite Russell Group of 20 major research universities, Glasgow provides an education that inspires respect from employers and satisfaction from students. Welcoming more than 15,000 undergraduates, 4,900 postgraduates and around 5,000 adult learners each year, it attracts students from Iceland to India, from Cardiff to Korea and from South America to the south of England. Finding community within diversity, the University's students come from more than 120 countries around the world to build friendships and networks that last a lifetime.
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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.