Hornbill Systems - Supportworks ITSM Solutions

Date: December 23, 2010
Pages: 14
US$ 995.00
Publisher: Ovum
Report type: Brief Review
Delivery: E-mail Delivery (PDF)
ID: H5D07765084EN

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Hornbill Systems - Supportworks ITSM Solutions

Corporate IT functions are not only being squeezed by the enterprise-wide mandate to “deliver more with less,” but also by the need to ensure that IT-specific drivers demonstrate business value through business alignment, and that the availability of business-critical applications is maximized. In addressing these issues, business adoption of ITIL framework has increased the need for ITSM tools.

Features and benefits
  • Supportworks ITSM Enterprise delivers against the core ITIL v3 processes. Supportworks ITSM Foundations delivers ITIL basics (“Bite-Size ITIL”).
  • "Human Touch” features facilitate an emphasis on customer service.

Hornbill’s solutions are applicable to organizations within all verticals and of all sizes.The solutions can help to maximize IT service availability and improve IT-to-business alignment.The Supportworks Enterprise Support Platform (ESP) is also suitable for non-IT service desks.

Your key questions answered
  • Supportworks ITSM Enterprise should be considered by any medium-to-large organization looking to introduce ITSM processes and supporting technology.
  • Supportworks IT Essentials is appropriate for and should be considered by smaller organizations or those just starting out with ITIL.
  • Supportworks ITSM Foundations is appropriate for medium-sized organizations looking for the rapid adoption of common ITIL processes.
  • Supportworks ESP should be evaluated by larger organizations as a platform for multiple service desks.
  • Hornbill’s industry-specific service desk solutions are targeted options for government, citizen response, insurance, technology, etc.

Key findings
Ovum view


Solution overview
Solution analysis
  Support for ITIL v3 service design processes
  Support for ITIL v3 service transition processes
  Support for ITIL v3 service operation processes
  Support for ITIL v3 service strategy processes
  Ease of adoption: industry-specific solutions and professional service capabilities
  Solution use in non-IT scenarios


Market opportunity
Go to market strategy


Deployment examples
  Atos Origin for the Winter and Summer Olympic Games
  Comet PLC
  BT Customer Service Direct (Suffolk County Council and associated local government bodies)


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