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- Help Desk/Service Management Software: Hornbill
- Anyone using Hornbill Supportworks for their Help Desk/Service Desk IT Service Management tool suite? If so, how has it performed? Did it meet your expectations? How was the development and implementation? How "out of the box" was it?How long did it take to implement/go-live?
- Tags: dsnethen, e-mail, Help, help desk, Hornbill, Hornbill Supportworks, itil, itsm, service desk, software, support, user services
- Discussion threads 2006-04-14
- Midas Group's IT Department Provides Gold Service Using Hornbill Supportworks
- Hornbill Systems supplied its Supportworks system to the Midas Group, independent providers of construction and property related services. The Midas IT team of just seven people provides frontline, remedial and proactive support for over 420 users across eight different locations, using Hornbill's Supportworks helpdesk management system. Midas chose Hornbill's Supportworks...
- Tags: Midas Inc., Supportworks, Information Technology, E-mail, Help Desk, Call Centers, Strategy, Databases, Online Communications, It Operations, Management, Enterprise Software, Software, Data Management
- Case studies
- Wragge & Co Selects Hornbill's Supportworks for Improved IT Helpdesk Productivity
- Hornbill Systems supplied its Supportworks IT Service Desk platform to top UK law firm Wragge & Co LLP. The IT Helpdesk, a team of 17 analysts and trainers, is responsible for supporting the firm's legal, desktop and network systems and is using Hornbill's solution to log and manage calls from...
- Tags: Supportworks, Information Technology, IT Department, Printers, Strategy, Hardware, Peripherals, Management
- Case studies
- Wragge & Co Solves a Problem Case With Supportworks From Hornbill
- Wragge & Co LLP Limited Liability Partnership is a major UK law firm offering a full range of legal services to clients worldwide, with a reported turnover of in excess of £88m in 2004-2005. It is the responsibility of the IT Support Services Department to ensure the smooth operation of...
- Tags: Supportworks, Help Desk, Call Centers, Litigation, Strategy, It Operations, Business Operations, Management
- Case studies
- Atos Origin Delivers World Class IT and Helpdesk Support for the Olympic Games With Hornbill Systems
- To help the IT systems run as efficiently as possible at the Salt Lake City Games a problem management system was used. Any incidents arising could be dealt with as soon as possible. However the product used lacked flexibility, as it was originally configured for a corporate environment and was...
- Tags: Olympic Games, Supportworks, Information Technology, Atos, Problem Management, Hornbill Systems, Help Desk, It Operations
- Case studies
- Basilica Provides World-Class IT Support Service to Regus With Hornbill's Supportworks
- Basilica Computing is a service focused solutions provider specialising in HP, IBM, Oracle and Microsoft infrastructure technologies. Looking after these customers well is one of the key elements that keeps Regus in its market leading position. To do this, Regus staff need a solid and robust IT infrastructure, and when...
- Tags: Supportworks, Service, Basilica, Regus, Basilica Computing, Help Desk, Call Centers, ITIL, Process Improvement, It Operations, It Services, Quality, Business Operations
- Case studies
- Northumbria Healthcare Chooses Hornbill for Help Desk Support System
- Northumbria Healthcare Trust selected Supportworks service management software from Hornbill Systems for its IT Help Desk solution. The Trust is one of the largest geographical trusts in the country providing healthcare to over half a million people, stretching from Tyneside to the Scottish border and the Tyne Valley. Its central...
- Tags: Supportworks, Information Technology, Northumbria Healthcare, Trust, Help Desk, Strategy, It Operations, Management
- Case studies
- The National Archives Achieves Customer Targets Set in the Freedom of Information Act With Hornbill's Supportworks
- Hornbill Systems supplied its Supportworks system to The National Archives, enabling the organisation to track and respond to customers' enquiries within the twenty day time limit set out in the 2000 Freedom of Information Act, which came into force in January 2005. The National Archives uses Supportworks to handle requests...
- Tags: Supportworks, Archive, Fax, E-mail, Team Management, Online Communications, Management
- Case studies
- A Learned Support Operation
- Staying at the cutting edge of information technology is vital for a successful educational institution such as the University of Exeter. With the helpdesk looking after the needs of 17,000 end-users, the time was recently deemed right to take an educational tour of the products available. Supportworks from Hornbill Systems...
- Tags: Supportworks, Help Desk, Call Centers, It Operations
- Case studies
- Middlesbrough Primary Care Trust Expands IT Service Desk With Hornbill's Supportworks
- Hornbill Systems was selected to supply software for the new IT Services support desk for Middlesbrough Primary Care Trust. Hornbill's Supportworks has been installed and will support 1,800 staff covering all disciplines ranging from district nurses, clinical staff, doctors, specialists such as physiotherapists and general practice staff. Supportworks will enable...
- Tags: Supportworks, Information Technology, Hornbill Systems, Strategy, Help Desk, It Services, Management, It Operations
- Case studies
- Hornbill Supportworks Is Top of the Class for Drew University
- Drew University, located in northern New Jersey, has an enrolment of approximately 1,900 students, the majority of whom live on campus. Over the years, the growth of a campus-wide computing network has significantly increased demands on Drew's IT support services. From initially simply tracking student computers taken in for repair,...
- Tags: Supportworks, Help Desk, Productivity, Call Centers, LANs, Networking, Wi-Fi, Wireless, It Operations
- Case studies
- Sharp Streamlines Customer and IT Service Desk With Supportworks From Hornbill
- In the competitive world of consumer electronics, where products are very similar and margins are slim, after sales service is one of the few differentiators. Determined to retain its competitive advantage, Sharp Electronics needed to invest in its customer service infrastructure to deliver a better quality of service to its...
- Tags: Customer Service, Supportworks, Information Technology, Sharp Corp., Sales Strategy, Product Marketing, Customer Relationship Management (CRM), Sales Force Management, Sales, Marketing, Enterprise Software, Software
- Case studies
- Hornbill Supportworks Provides the Golden Touch for Midas Group
- Since its formation in 1976, the Midas Group has become one of the UK's fastest growing, independent providers of property solutions, offering a complete range of construction and property related services for every industry sector. Initially using an Access database to log and track calls, the IT team quickly found...
- Tags: Midas Inc., Supportworks, Information Technology, Midas Group IT Department, Strategy, Help Desk, Management, It Operations
- Case studies
- Sharp Cut Customer Support Response Times Dramatically With Hornbill's Supportworks
- Sharp cut customer support response times by 50% and redeployed two staff as a result of installing Supportworks at its Customer Information Centre in Manchester. Supportworks, which has also been implemented in the company's IT department to support the staff IT help desk, has provided integration with other desktop applications...
- Tags: Supportworks, Sharp Corp., Hornbill Systems, Help Desk, Web Technology, Portals, Call Centers, Desktops, Strategy, It Operations, Internet, Hardware, Management
- Case studies
- Hornbill's Supportworks Proves a Winner for Camelot Group
- Camelot Group, the operator of The National Lottery, is committed to raising money for Good Causes designated by Parliament. Camelot runs one of the most cost efficient lotteries in the world, using only 5 per cent of its total revenues in operating costs. Since Camelot depends so heavily upon its...
- Tags: Service Desk, Supportworks, Information Technology, Hornbill, IT Department, Strategy, It Services, Management
- Case studies
- West Suffolk Hospitals NHS Trust Increases Helpdesk Efficiency With Supportworks From Hornbill
- The West Suffolk Hospitals NHS Trust provides acute health services in West Suffolk. In 2003, the Trust selected Hornbill's Supportworks for its expanding IT helpdesk operation. The Trust's old MS Access based application was no longer suitable for the purpose. Since installing Supportworks the IT Department Support Team has expanded...
- Tags: Hospital, Supportworks, West Suffolk Hospitals NHS Trust, Help Desk, Call Centers, It Operations
- Case studies
- Middlesbrough Primary Care Trust Invests in Supportworks to Provide a Single Point of Support
- Middlesbrough Primary Care Trust was established on 1st April 2002 and is the largest PCT in the County Durham and Tees Valley Health Authority area. With many critical IT projects underway, supporting users both in the early stages and on an ongoing basis is vital to the smooth running of...
- Tags: Supportworks, Help Desk, Vertical Industries, Benefits, Healthcare, Call Centers, Strategy, It Operations, Enterprise Software, Software, Human Resources, Management
- Case studies
- SEPA Uses Hornbill's Supportworks to Support IT Helpdesk Team and Freedom of Information Enquiries
- SEPA, the Scottish Environment Protection Agency was established by the Environment Act of 1995, and is the official body responsible for the protection of the environment in Scotland. Following the Freedom of Information Act FOI and the updated Environmental Information Scotland Regulations EIR, the organisation is required to manage related...
- Tags: Scotland, Service Management, Supportworks, Information Technology, Help Desk, Call Centers, It Services, It Operations
- Case studies
- West Suffolk Hospitals NHS Trust Streamlines Staff Helpdesk Support With Hornbill's Supportworks
- Hornbill Systems has supplied its Supportworks ESP Enterprise Support Platform to West Suffolk Hospitals NHS Trust. The Trust helpdesk provides support to 3,000 staff for all IT systems including the patient administration system, desktop applications and hardware, networking and other peripherals. The helpdesk logs approximately 1200 calls per month, an...
- Tags: Hospital, Supportworks, Hornbill Systems, Trust Helpdesk, Help Desk, Call Centers, It Operations
- Case studies
- Customer Service Direct Ltd Selects Hornbill's Supportworks for Service, Support and Change Management Platform
- Hornbill Systems' Supportworks ESP was selected by Customer Service Direct Ltd CSD, a public, private partnership between BT, Suffolk County Council and Mid-Suffolk District Council, to provide an ITIL compliant Service Management Platform. Supportworks will be used by up to 180 staff in Customer Service Operations, Business Systems Operations and...
- Tags: Customer Service, Supportworks, Hornbill Systems, ITIL, Process Improvement, It Services, Change Management, Product Marketing, Customer Relationship Management (CRM), Quality, Business Operations, Tools & Techniques, Management, Marketing, Enterprise Software, Software
- Case studies
