Frank McIlroy, CEO of Hornbill Service Management, said, "We are delighted to be included in the Gartner Magic Quadrant. We are committed to developing innovative technology that helps organisations deliver true business value from service excellence. With recent new customers and partnerships signed in Europe, the US and the Arabian Gulf we continue to expand our business globally."
Hornbill's Supportworks ITSM was the solution evaluated for the report. Supportworks ITSM service desk software provides the optimum combination of business process automation, functionality and flexibility, delivering a comprehensive ITIL-compatible application that satisfies most IT service management requirements out of the box. Fully integrated processes and support templates enable rapid adoption of key components of the service lifecycle.
Gartner's 2010 IT service desk Magic Quadrant focuses on enterprise-class vendors that meet Gartner's criteria which include the vendor's ability, demonstrated through customer references and Gartner client inquiries, to address the needs of enterprise customers seeking functionality for incident, problem, change, knowledge, self-service and service-level agreement (SLA) management. The offering must be running in production in enterprise environments of more than 4,000 employees, with concurrent usage of incident management, change management and at least two of the other modules.
For more information on Gartner, or if you are a Gartner client and would like to access the report, please visit www.gartner.com.
NOTES TO EDITORS
About the Magic Quadrant
The Magic Quadrant is copyrighted, 2010 by Gartner, Inc and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
