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New Supportworks ITSM Now Available


17th September 2009


Service Catalog and Additional ITIL Processes
Boost Service Delivery

itSMF USA Fusion 09, Booth 2018,2020,
Gaylord Texan Resort & Convention Centre, Dallas, TX
September 20-23

The latest release of Supportworks ITSM introduces new features designed to improve Service Delivery. New Service Portfolio and Service Catalog functionality enables IT to publish service offerings, manage demand and track costs, helping service departments form a better understanding of their customers, manage their expectations and improve customer satisfaction.

According to Hornbill’s recent “ITIL: State of the Nation” Survey, ITIL v.3 processes are seeing increasing volumes of uptake and planning. Service Portfolio and Service Catalog are among the top 3 most planned ITIL v.3 processes and Request Fulfilment the 5th most implemented after Incident, Change, Problem and Service Level Management.

The latest release adds support for several of the most popular ITIL processes to the Supportworks ITSM solution, bringing supported processes to 12. New ITIL processes within Supportworks ITSM include:
• Service Portfolio Management
• Demand Management
• Financial Management
• Service Catalog Management
• Request Fulfilment Management

The Service Portfolio enables the service lifecycle to be managed effectively; from assessing new services in the pipeline, through transition into the production environment and finally to retirement. Tracking demand for services, subscription rates and service costs provides IT with the information needed to determine which services are the most or least important, justifying the need for further investment, or cost reduction.

The Supportworks ITSM Service Catalog offers customers the ability to access their service subscriptions, raise Incidents or Service Requests via the Web. When raising a request, the customer is presented with a series of questions relating to that service, which ensures that the correct information is captured first time. Customers no longer need to call the service desk for an update, as they can track the progress of their requests on-line, leaving service desk staff to focus on providing fixes. For even greater efficiency, Business Processes can be associated with Service Requests to automate authorization and assign tasks that need to be completed to fulfil a request. Business unit managers benefit from increased transparency of the services available to their departments and instant visibility of service outages that affect productivity.

Gerry Sweeney, CEO of Hornbill said: “At Hornbill we aim to provide the most practical solutions to progress our customers’ IT Service Management agendas. We asked the market which ITIL processes are under implementation and planning and we are developing Supportworks accordingly. Supportworks ITSM is one of the most popular IT Service Management solutions available for many reasons – the main one being that we listen to the requirements of our customers. ITIL is a challenge to many organizations which we are helping them to address in a pragmatic and cost-effective manner, to the ultimate benefit of businesses and their customers.”

Visit Hornbill at itSMF USA Fusion 09, Booth 2018,2020, Gaylord Texan Resort & Convention Centre, Dallas, TX September 20-23


About Hornbill Systems

Service Management software from Hornbill enables organizations 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), Drew University, Half Price Books, London Metropolitan University, RSPB, Chubb Insurance, House of Fraser, Halfords, The National Archives, and Camelot.

For more information about Hornbill’s solutions please visit

For Company and editorial information contact:
Ann James
Hornbill Systems, Inc
Tel: 972 717 2300

Andreina West
PR Artistry
Tel: +44 (0)1491 639500


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