Additional Information
Related documents
Supportworks ESP - An integrated
support platform for the enterprise
Brochure (pdf)
Supportworks Integration
Connectors Overview
Product sheet (pdf)
Visual Process Management Engine (VPME)
Product sheet (pdf)
Success stories
Related news
- NorMAN Out of Hours Helpline provides 24/7 IT support for 20 universities with Hornbill's Supportworks
- Hornbill Wins IT Service & Support Technology Supplier of the Year at the SDI Excellence Awards 2008
- London Metropolitan University Reduces IT Asset Costs By Over 40% And Improves IT Service Delivery with Hornbill's Supportworks
- Halfords Choose Hornbill's Supportworks for Integrated IT, Customer and Business Support Applications
- Midas Group's IT Department Provides Gold Service Using Hornbill Supportworks
- Hornbill Announces Out-Of-The-Box Integration with Centennial Discovery
- Sharp Cut Customer Support Response Times Dramatically With Hornbill's Supportworks
Other documents
Independent Review of Supportworks
by Ray Smyth, Published April 2004, Support World
Product Review (pdf)
Supportworks ITSM Enterprise Customer
Portal
Product sheet (pdf)
The Consolidated Service Desk -
An Achievable Goal?
White Paper (pdf)
SLA software
Supportworks ESP includes a fully configurable Service Level Agreement (SLA) software engine, with support for international time zones. Service Level Triggers define escalation and notification options, which include the pop-up Supportworks Messenger, email and even SMS text messages to mobile phones. This ensures that no call reaches a response or fix deadline without warning being issued to the relevant support staff. In addition, "back-to-back" SLAs are fully supported that monitor the performance of your third-party service providers.
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Read about Hornbill's IT Help Desk & Support software and ITIL-compatible IT Service Management solution.
