Attenda, the Always On managed services company, has selected Hornbill’s Supportworks ITSM for its IT service desk. The IT service desk supports web operations and business systems for over 130 corporate clients. The company chose Hornbill’s ITIL-compatible system to enable it to provide a consistently high quality support service to customers. Attenda claims improved efficiencies of its service desk by adopting Supportworks ITSM as the technology platform for its handling of the three core ITIL disciplines - Incident, Problem and Change management.

Hornbill’s Supportworks ITSM was chosen from a shortlist of five vendors, for its out-of-the-box compatibility with the ITIL framework, usability and open architecture enabling easy integration with existing systems. Supportworks ITSM’s automated workflow replaces many previous manual processes resulting in increased efficiency of service delivery teams. In addition to incident management, Attenda is also using Supportworks ITSM for problem and change management and has integrated its asset and configuration data with Supportworks’ CMDB, ensuring tight integration between ITIL processes within a single consistent interface.

Neil Forster, IT Systems Manager at Attenda said; “Attenda’s philosophy is to ensure that any technology that we employ integrates with our existing systems and enables us to improve our service to customers.

“Hornbill’s Supportworks ITSM fulfils this need. Nearly 90% of system incidents are automatically picked up by our monitoring systems, which are linked to Supportworks ITSM, enabling tickets to be swiftly generated and related directly to the Configuration Item(s) involved. This automation, together with the integrated email, means that we are able to action changes and problems in a consistent fashion – resulting in an improved service to customers, both in delivering operational certainty as well as an effective support service to customer helpdesks.”

Attenda has also adapted an existing customer portal and integrated it with the SelfService option available within Supportworks ITSM, to enable its business customers to log and view Incidents and Change requests at any time.

Gerry Sweeney, CEO of Hornbill Systems commented, “Attenda manages those vital applications that every business relies upon on behalf of clients. The company has invested in an operations platform that delivers high service levels to its business clients.

“Supportworks ITSM provides an essential tool to enable Attenda to proactively manage the service it provides its clients. Supportworks’ open architecture enables the company to integrate with existing systems and adopt processes to deliver the consistent support levels that customers demand from a managed service provider.”

NOTES TO EDITORS
About Attenda
Established in 1997, Attenda is Europe's leading specialist in operating Internet and enterprise applications. The company provides infrastructure management, web application system management, Citrix, SAP Managed service and Software as a Service. Attenda is both ISO9001 and ISO27001 accredited, an HP SP Signature Partner, a Microsoft Gold Certified Partner, a SAP Hosting Partner, a SunTone accredited managed service provider and an Accredited Catalist Supplier.
Attenda is one of only seven companies to have been ranked in the UK's Sunday Times ARM Tech Track 100 for three consecutive years, and was voted 2007 Best Managed Services Provider by Data Centre Europe Awards 2007. Attenda has over 130 Clients including bmi, Christian Aid, easyCar, Microsoft, NHS, Princes, St James’s Place and Travelodge.
For more information, please visit:
www.attenda.net