Service Management for Government

Hornbill is consistently the fastest growing vendor to UK Local Authorities since 2005, with more than twice as many customers acquired in the sector than its closest competitors. Supportworks was chosen more than any other solution in the sector, during 2008.

Read details from the SOCITM IT Trends Survey.

Why choose Supportworks?

Supportworks is a proven, cost-effective solution for Local & Central Government, meeting the common Service Management requirements for:

ITIL implementation (ITSM)
IT Helpdesk
Shared Services across organisations or departments
Freedom of Information (FOI) requests
external customer support.

Supportworks can bring control and savings, with increased customer and management satisfaction. It offers the flexibility to realise measurable benefits through consolidation of service desks on its Enterprise Support Platform, while a cost-effective path to full ITIL adoption can start at the standard IT Helpdesk template and develop via the ITIL-compatible Supportworks ITSM.

Service Management Solutions for Government

	ITIL processes out-of-the-box for cost-effective & rapid deployment.
	Low ongoing administration costs with self-customisation and reduced professional services requirement.
	Single ITIL solution including CMDB.
	Core ITIL disciplines included as standard.
	Platform flexibility for Shared Services.
	Centralised monitoring and reporting in accordance with central government and legislative requirements.
	Proactively and automatically manage requests and monitor compliance to FOI standards.
	Manage the FOI Appeals process to minimise penalties and support accurate internal process reviews on a case-by-case basis.

Our customers speak:

Paula Davies, Service Desk Manager at Kent County Council, invested in Supportworks in 2008: "We particularly liked the apparent simplicity of Hornbill's solution. It handles quite complex and powerful processes while making it very easy for the end user. This ease of use, particularly in the management of priority calls and SLAS has, we believe, enabled us to manage our workload better resulting in faster response times to customers."

Fay Heatley, ICT Unit Operations Manager at London Borough of Waltham Forest: “We have improved our service extensively since using Supportworks. We handle over 500 calls per week, a considerable increase and are now planning to use the tool more extensively to support our move towards ISO 20000. We are confident that we will be able to meet this challenge within IT. With a multi-sourced environment we obviously retain some functions in-house, which by nature are leaner and so performance management is vital. Supportworks is an excellent tool to enable us to manage this and we are seeking to gain benefits from this toolset that have not previously been realised.”