Flextech selected Supportworks because it was easy to use with its Outlook look and feel, provided an extendable platform that was ITIL compliant and provided excellent price/performance value for money. The team at Flextech felt that Hornbill was ideally placed within the market to provide a more personalised service than some of its competitors. Also, Hornbill was able to demonstrate a clearly defined development roadmap for Supportworks.
Flextech plans to introduce the Web Self Service module to staff in the first half of 2006, which, they anticipate, will cut the number of phone calls to the helpdesk because people will be able to log and track their calls via the corporate intranet. The company is also planning to use the Visual Configuration Management tool which offers an easy-to-understand view of data and provides the capability to model simulated CI failures and outages, allowing visual interactive impact analysis and change management process.
Tim Drew, Project Manager at Flextech commented, “We had no documented processes before we started down the ITIL path. Supportworks has provided us with fast-start templates and a platform for four ITIL disciplines – and this can be expanded as required. Being able to keep all this information in one place is a considerable help to our support and technical analysts because they now have comprehensive information at their fingertips. This will help us to provide a better service to our internal customers, to manage our IT assets more closely and achieve a longer term reduction in costs associated with IT support."
Gerry Sweeney, Managing Director at Hornbill Systems commented, “For organisations like Flextech who provide highly visible, mission critical services, it is imperative that a fast resolution can be affected for any problem that may arise. As Tim identifies, Supportworks not only enables best practice service within their organisation but has been instrumental in helping them define, document and deploy their ITIL processes. Our aim is to provide a fast and easy route to IT best practice service delivery for our customers and our pre-packaged application templates deliver on this time and time again.
About Flextech Television
Flextech Television is the content division of Telewest Broadband, the broadband communications and media group. Its core business is the supply of entertainment, information and interactive content and services to the UK multi-channel television and online markets.Flextech's branded content, coupled with Telewest's broadband network, allows the combined group to capture the expanding market for broadband products, including voice, video and interactive services, across multiple platforms.
Flextech Television consists of ten wholly owned channels, Trouble, Trouble Reload, Bravo, Bravo+1, LivingTV, LivingTV +1, Living 2, Challenge, Challenge +1 and Ftn, and also has business interests in transactional channels such as Screenshop, bid tv, channel price-drop tv and speed auction tv. It is a 50% partner in UKTV, which is a joint venture with BBC Worldwide - it currently has eleven channels: UK Gold, UK Gold +1, UK Gold 2, UK Style, UK Style +1, UK Horizons, UK Horizons +1, UK Drama, UK Food, UK History and UK Bright Ideas. Together they are the largest supplier of basic channels to the UK pay-TV market with a portfolio that combines wholly owned and managed channels, including the eleven joint venture channels with the BBC.
For more information please visit: www.flextech.co.uk
