Hornbill has now made available the white paper summary of the research it commissioned in association with the Helpdesk Institute. The white paper, entitled Configuration Management – The Facts is available to download from Hornbill’s website (www.hornbill.com).

The research shows that whilst Configuration Management is receiving a lot of coverage in the media, and generally being talked about, there are still very few organisations actually embracing the concept fully. One of the more surprising facts to come to light is that 43% of organisations have no inventory, asset or configuration management capability. This suggests these companies suffer from poor planning abilities, inability to change business or IT processes and probably deliver poor customer service. The white paper gives some helpful advice and guidance.

In line with the Configuration Management theme of the event Hornbill ran practical presentations on its fast-track Configuration Management tools, demonstrating how Supportworks can provide the ideal platform for a pragmatic approach to service management. Hornbill showed how users can view, browse, drill-down and modify the contents of the Configuration Management Database (CMDB), a complex inter-relational structure used for ITSM in accordance with ITIL best practice. Hornbill also demonstrated how the Visual Configuration Manager (VCM) provides an easy-to-understand view of the data and provides the capability to model simulated CI failures and outages, allowing visual interactive impact analysis and change management process.


Gerry Sweeney, Managing Director of Hornbill commented, “We have had another very successful Helpdesk & IT Support Show, and the quality of the attendees we were talking to seemed better than ever. We would like to thank everyone that visited our stand, and trust that they learned something useful in our presentations and enjoyed their day.

Hornbill was a Platinum Sponsor of the HDI Conference and Survey and participated in the educational seminar sessions as well as exhibiting at the Helpdesk and IT Support Show.