11 November, 2004 - Hornbill Systems Limited, an innovative provider of solutions that automate organisation's support request processes, has continued its impressive start to 2003 by announcing the contract to supply Basilica with its IT service management solution, Supportworks. Hornbill's solution is key to Basilica's ability to support Regus, the worldwide operator of business centres.

Basilica Computing is a service-focused solutions provider who recently won the bid to support all 439 Regus locations worldwide. Regus offer a global network of fully equipped offices and meeting rooms which can be hired for an hour, a day, a month, a year or longer. Regus deploy state-of-the-art telecommunications with an IT infrastructure powered by HP so "resident" workers can easily hook into a network for full office operability and maintaining these services are a critical part of the Regus proposition and now a crucial element of the support contract won by Basilica.

Basilica's support centre is located at their UK headquarters in Hertfordshire and the Regus contract win gave the Service Delivery Team the opportunity to re-assess their IT service management systems, as Paul Briggs, the Company's transition manager, explains: "Regus truly is a global organisation with locations on every continent and every major city so the contract win provided us with an ideal time to appraise our delivery in terms of our processes and the technology we use. We knew best practice methodologies, such as ITIL, would provide immediate process improvements and the ability to automate those processes through a solution would significantly speed the delivery of our services. After careful review Supportworks provided the capability we needed from an IT service management perspective."

A key benefit for Basilica was the easy way Supportworks differentiated between incidents and problems. "Understanding the relationship of incidents across such a distributed environment will be key to our ability to manage problems pro-actively and ensure the correct resources are deployed to maintain our service level agreements with Regus. The fact we have transparency within the solution is a tremendous benefit to those managing delivery." continues Briggs.

Pat Bolger, sales director at Hornbill adds. "As a vendor embracing ITIL we have an adaptive framework and common language that ensures processes relating to ITIL services can be realised within the solutions we provide to our customers. For organisations such as Basilica the process of managing end-to-end services is important not just for demonstrating value to their customers but also to ensure value is derived from 3rd party service providers within their control."

Hornbill's professional services team installed the main server at Hertfordshire and provided 30 concurrent licenses on the Regus Service Desk. Supportworks web clients will be used by Basilica's remote support groups to receive incoming incident details and update the system with latest action and resolutions codes. Basilica has initially launched the Supportworks web SelfService component to VIP customers, typically the MDs and Operations Directors at larger Regus sites, for self-resolution of issues, incident logging and request tracking.

Briggs concludes. "Speed of delivery is important to us as it is part of Basilica's value as we build our services business and target other organisations, like Regus, who wish to outsource IT services. It was significant in building our relationship with Hornbill that they too share the value of delivery. Not only did they deliver to our very tight project deadlines but the solution is perfectly aligned to our processes and commitments to support Regus."

Although the contract sum remains undisclosed out of deference to Basilica and their agreements with Regus, Hornbill are already discussing the next phases that include using Assetworks to help manage standard desktop configurations and Supportworks designable workflow for managing change requests and its customer survey module to help shape future service delivery requirements.

About Basilica Computing Limited
Founded in 1991, Basilica has developed into a profitable, vertically integrated IT solutions provider with extensive operational support and product fulfilment capabilities. During the last 12 years Basilica has grown consistently. It now has its corporate head office in Letchworth, Hertfordshire, employing 140 people. The company expects to turnover in the region of £60m this year.

About Regus
Operating in 240 cities in more than 50 countries, Regus is the global leader in supplying fully serviced offices. Offering 96,000 workstations in more than 420 prestigious locations, it is also a market leader in providing meeting rooms, training facilities and public access videoconferencing studios.