Additional Information
Related documents
Brochure (pdf)
Supportworks ESP - An integrated support platform for the
enterprise
Product sheet
(pdf)
Supportworks Integration Connectors Overview
Product sheet (pdf)Success stories
Related news
- NorMAN Out of Hours Helpline provides 24/7 IT support for 20 universities with Hornbill's Supportworks
- Hornbill Wins IT Service & Support Technology Supplier of the Year at the SDI Excellence Awards 2008
- London Metropolitan University Reduces IT Asset Costs By Over 40% And Improves IT Service Delivery with Hornbill's Supportworks
- Halfords Choose Hornbill's Supportworks for Integrated IT, Customer and Business Support Applications
- Midas Group's IT Department Provides Gold Service Using Hornbill Supportworks
- Hornbill Announces Out-Of-The-Box Integration with Centennial Discovery
- Sharp Cut Customer Support Response Times Dramatically With Hornbill's Supportworks
Product Review
(pdf)
Product sheet
(pdf)
White Paper
(pdf)Enterprise Class Integration to protect your investment
Hornbill's integration strategy focuses on common open standards, ensuring maximum integration options between Supportworks ESP and other enterprise systems. One of the key strengths of applications built using the Supportworks ESP platform is the ability to consolidate access to multiple systems and data sources to present both the user and customer with a single, consistent user interface, removing the need to access many different desktop applications.
Enterprise Database Connectivity
Supportworks ESP is designed to be database independent and works with all common database platforms including MS SQL, Oracle, Sybase, MySQL and most ANSI compatible SQL servers that provide an ODBC 3.x compliant driver.
Built-in Integration Capability
Supportworks ESP has a host of integration capability built into the product as standard. Through the use of server-side scripts, almost every open standard protocol and API is available to be used by your solution.
Key Integration Features...
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Web Services - Supportworks ESP
can be configured to make use of known or published web services
using any combination of XML-RPC, WDDX or SOAP, to access data or
perform actions as part of the overall workflow. In addition,
actions that Supportworks ESP is configured to perform can be
published as Web Services allowing other systems to interact with
your Supportworks solution, making Supportworks ESP an ideal
participant within an Enterprise SOA (Service-Oriented
Architecture) environment.
Computer Telephony Integration
(CTI) - Supportworks ESP has a built-in CTI interface
using industry standard TAPI. Any telephone system that provides a
TAPI 2.1 or better driver will work with Supportworks. CTI is
simply enabled if required and provided both speed dialling and
screen popping on incoming calls.
Industry Standard Database
Access - Supportworks ESP has the ability to access and
query any number of databases besides its own. This is vital for
integrating with other business systems. Supportworks ESP can use
ODBC, SQLNet, MS SQL, Oracle OCI and MySQL.
Industry Standard Communications
- Supportworks ESP has complete built-in support for all of the
industry-standard communications protocols for general messaging.
IMAP, SMTP, POP3, LDAP as well as vendor-specific interfaces
including MAPI and VIM.
Single Sign-On - Supportworks
ESP is able to support a number of different authentication methods
including NT Domain, Active Directory, Novell NDS and LDAP.
Authentication method is set on a per-user basis giving you the
flexibility to have different Supportworks users being
authenticated on different systems depending on your organisations
exact requirements.
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Out-of-the-box Integration Connectors
A range of pre-packaged integration connectors are also available to enable integration with most common Enterprise Automation and Data solutions, Network Management and productivity applications. Click here for more details.
Read about Hornbill's IT Help Desk & Support software and ITIL-compatible IT Service Management solution.
