Napp, the private pharmaceutical company recently ranked 5th in the Times Top 100 places to work, has chosen Hornbill's Supportworks ITSM service desk software to support over 1600 users in the UK and across Europe. Supportworks ITSM is being used by fifty IT staff supporting employees using the company's IT systems and network. Supportworks ITSM is used for Incident, Problem and Change Management, with plans to roll out a Customer Self Service portal. The company is seeking increased staff productivity through improved reporting and management of calls and user information.

According to Tom Gooch, Support Services Manager at Napp; "We liked Hornbill's people-centric vision – we are seeking to use the service desk product to optimise resources, work more efficiently and improve service delivery to our customers. Previously our help desk software focused on recording faults on machines, rather than understanding the user issues as well.

"Now we aim to have better metrics so we are will be better able to identify issues and problems that are not just system related, but help identify the user’s competency with technology, so we can tailor our service to each customer. For instance, highlight where there may be possible training requirements. It also gives our users an opportunity to rate our service. We will use our call data to manage the skills and resource on our IT service desk to proactively match our customer demands - something that we just couldn’t do before."

The Napp IT team selected Hornbill's tech support software following an evaluation of six vendor solutions, choosing Supportworks ITSM for its ease of use, in-built functionality and training and support. The support desk personnel based in the French and Danish offices also use the service desk software, as well as local IT contractors supporting users in several other European countries.

In conjunction with the implementation of Supportworks ITSM, the Napp IT team is adopting ITIL best practice - the organisation already follows the Good Automated Manufacturing Process (GAMP) framework in its business practices. As well as the Customer SelfService portal, the team plans to introduce a Service Catalog and populate a Configuration Management Database (CMDB) to assist with planning and management of its IT infrastructure in the future.

Richard Rolt, IT Director at Napp said: "Napp is a service led organisation and we found Hornbill to be a very good cultural fit for us. Hornbill's 'human touch' is about providing software and a service to support the people in the organisation, rather than just fixing IT issues, which closely matches our own philosophy. This implementation marks the start of our IT strategic review with the development of new applications to support the business."

Gerry Sweeney, CEO of Hornbill said; "We have developed Supportworks as a management tool to help service desks record and track calls and requests, so that they can build up a picture of how they are meeting service requirements, matching their resource accordingly. With meaningful information, IT service desks can proactively plan changes and provide support to minimise the impact on the business. Effective deployment of resource in this way is a win-win situation – adopting best practice can not only improve the morale of the service desk agents, it also provides a better service to the business."

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About Napp Pharmaceutical Group
Napp Pharmaceutical Group is part of a worldwide association of independent pharmaceutical companies that have been developing innovative products for over half a century.
Over the years, it has become a world leader in the field of pain control, and continues to be passionately committed to the fight against chronic pain, constantly striving to improve its treatment and supporting the education of healthcare professionals for the benefit of patients.
In recent years, it has started to branch out into other areas of expertise, including oncology and respiratory medicine. It is one of the most successful pharmaceutical companies in the UK. At the end of 2009, the organisation was ranked 14th largest in the UK pharmaceutical industry based on GP prescription sales (IMS Health data).
For more information, please visit:
www.napp.co.uk