Hornbill's Supportworks ITSM service management software has been assessed in a Technology Audit by Stephen Mann, Senior Analyst of OVUM.

Commenting on his analysis of Hornbill's service desk software, Mann said "Supportworks shows that Hornbill understands customer service, with its technology closely aligned to the motivations and requirements of service-led organizations. Importantly, Supportworks offers a range of ITSM applications from support of the helpdesk through to mature ITIL processes, and the opportunity to consolidate IT and business desks on a single platform to realize associated cost-savings. Additionally, Hornbill's 'Human Touch' approach, incorporated into the software interfaces and processes, can help engender real customer focus within the service desk."

Key findings of the Technology Audit state:

Hornbill's Supportworks is a service management toolset aimed at enabling organizations of all sizes to consistently deliver IT and non-IT support processes and the services they support. Its flagship IT service management offering, Supportworks ITSM Enterprise, supports all of the core ITIL v3 processes. Ovum particularly likes the three-level availability of its IT service management solution (relative to customer needs and maturity) and Hornbill's "Human Touch" approach to engendering real customer focus within the service desk.

Supportworks Enterprise Support Platform (ESP) should be evaluated by larger organizations as a platform for multiple service desks, to support an integrated approach to customer service across functional boundaries, with the realization of associated cost savings and potential customer service-based benefits.

Hornbill has met the market requirement for adopting ITIL best-practice while remaining conscious of the immediate need to contain costs and prove that ITIL delivers results, with the introduction of Supportworks ITSM Foundations, under the banner of "Bite-Size ITIL".

Hornbill's product strategy targets the trend within the IT service management arena for IT organizations wanting to get more from their existing technology investments. Hornbill has seen and supported a higher proportion of customers wanting to use Supportworks within other areas of the business to meet service demands via a consolidated service desk platform.

Frank McIlroy, CEO of Hornbill Service Management, said "At Hornbill, we pride ourselves on understanding our customers' needs; our business is all about customer service and we’re pleased that Ovum's findings underpin our own priorities. The 'Human Touch' helps IT staff make the cultural shift from a technology to a customer and service focus while service desk consolidation and our flagship ITSM applications combine to help our customers offer better service and benefit economically."


Download the full Technology Audit

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NOTES TO EDITORS
About Ovum
Ovum provides clients with independent and objective analysis that enables them to make better business and technology decisions. Our research draws upon over 400,000 interviews a year with business and technology, telecoms and sourcing decision-makers, giving Ovum and our clients unparalleled insight not only into business requirements but also the technology that organisations must support. Ovum is part of the Datamonitor group.
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