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Hornbill Systems: Support Works ITSM From Hornbill Systems Enables
External Customer Organisations To Benefit From ITIL Service
Improvement; New release v.2.3 brings Service Management best practice
to Managed Service Providers
(M2 PressWIRE Via Acquire Media NewsEdge)
RDATE:07102008
Hornbill Systems, a leading supplier of Service Management software has
extended its ITIL solution to include support for business to business
service provision. Adoption of ITIL standards brings widely recognised
benefits but is often primarily focused on the improvement of IT
service provision for internal customers (ie. staff). Supportworks ITSM
2.3 takes into account the specific requirements of managed service
providers that deliver services to multiple external customers.
Supporting external B2B customers requires recognition of the different
entities & relationships i.e. the external organisation, its contacts
and the multiple service contracts which may apply. The Configuration
Management Database (CMDB) within Supportworks ITSM V2.3 stores
organisational and contact information, enabling the service provider
to easily identify all services they provide to that organisation,
which equipment is supported and any contract or Service Level
Agreement (SLA) that is in place. Understanding a customer's
environment and the contracts in place with them enables a more
informed and effective approach to service provision.
Paul Morris, VP Operations at Attenda Ltd says - "proactive
organisations really can improve the service they offer their business
customers through adoption of the ITIL principles, but the supporting
software has to accommodate the B2B customer relationship. Many IT
Service Management tools assume that customers are internal to the
organisation and attempts to customise the service desk tool to
represent external customer support can be fraught with problems and
seriously restrict future upgrades. Designing a tool specifically to
support external service delivery is a big step forward which can only
bring efficiency & benefit to the wider business environment."
Gerry Sweeney, CEO of Hornbill Systems commented; "Customer service is
often more important to B2B organisations where customer satisfaction
determines loyalty and recurring revenues. ITIL enables the adoption of
best practice processes which enable excellent, proactive customer
support and Supportworks ITSM has taken this a step further by its
application to any kind of business."
Hornbill Systems is currently supporting National Customer Service
Week, 6 -12th October 2008, an initiative from the Institute of
Customer Service and adopted by many national retailers to promote
excellence in customer service and reward staff for outstanding
customer care.
NOTES TO EDITORS
About Attenda Limited
Attenda, the Always On Managed Services company, manages those vital
applications that every business relies upon today to function
effectively allowing our clients to selectively outsource their IT
operations and re-focus on using IT to add strategic value to their
business.
Through a commitment to operational excellence, we manage, secure and
optimise the performance of their applications, irrespective of the
physical location of the infrastructure.
With over 8 years' investment into Attenda M.O., Attenda's operations
platform, we provide the people, process and technology to deliver
exceptionally high service levels, but at a cost that is amortised
across Attenda's entire client base - currently 134 of the UK's leading
companies.
The company enjoys substantial financial backing, the industry's
leading accreditations and an unrivalled portfolio of clients including
bmi, Christian Aid, easyCar, Microsoft, NHS, Princes, St. James's Place
and Travelodge.
Attenda is ISO9001, ISO2001 and ISO27001 accredited, an HP SP Signature
Partner, a Microsoft Gold Certified Partner, a SAP Adaptive IT Hosting
Provider, a SunTone accredited managed service provider and an
Accredited Catalist Supplier. Attenda is one of only seven companies to
have been ranked in the UK's Sunday Times ARM Tech Track 100 for three
consecutive years. It was voted Best Managed Services Provider by Data
Centre Europe Awards for both 2007 and 2008 and VMware's EMEA Hosting
Partner of the Year 2007.
Institute of Customer Service
The Institute of Customer Service is the professional body for customer
service. Its main purpose is to lead customer service performance and
professionalism. It has more than 365 organisational members - from
across the private, public and third sectors - and nearly 7,000
individual members.
About Hornbill Systems
Service Management software from Hornbill enables organisations to
provide excellent customer service while benefiting from the economies
of consolidation on a single technology platform. Supportworks' service
desk templates are designed for rapid deployment within any employee or
customer support environment, including ITIL-compatible IT Service
Management, IT Helpdesk, Customer Service, HR and Facilities Management
with the flexibility to build additional desks at minimal extra cost.
Hornbill's software supports thousands of commercial and governmental
sites worldwide. Hornbill Systems was founded in the UK in 1995 and has
US offices in Dallas and New York.
Hornbill has earned many industry accolades including; Service Desk
Institute "IT Service and Support Technology Supplier of the Year" for
2008, "Best Business use of Support Technology" with Sharp Electronics
and "Support Excellence Award for Smaller Helpdesks" with Camelot in
2005.
High profile customers include Atos Origin (Athens Olympics 2004,
Torino Winter Olympics 2006 and Beijing Olympics 2008), Buckinghamshire
Hospitals NHS Trust, London Borough of Waltham Forest, Greggs, London
Metropolitan University, RSPB, Chubb Insurance, House of Fraser,
Halfords, The National Archives, and Camelot.
CONTACT: Ann James, Hornbill Systems
Tel: +44 (0)208 582 8223
e-mail: ann.james@hornbill.com
WWW: http://www.hornbill.com/
Andreina West, PR Artistry
Tel: +44 (0)1491 639 500
e-mail: andreina@pra-ltd.co.uk
Ruth Warlow, Press Liaison, PR Artistry Limited
Tel: +44 (0)1491 639 500
WWW: http://www.prartistry.com
Simon Hansford, Attenda Corporate Communications
Tel: +44 (0)1784 211 100
e-mail: simon.hansford@attenda.net
WWW: http://www.attenda.net
((M2 Communications Ltd disclaims all liability for information
provided within M2 PressWIRE. Data supplied by named party/parties.
Further information on M2 PressWIRE can be obtained at
http://www.presswire.net on the world wide web. Inquiries to
info@m2.com)).
Copyright ? 2008 M2 Communications Ltd.
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