23 February 2010
IT team favours Supportworks Essentials help desk software with a view to full ITIL adoption
Hampshire Fire and Rescue Service has recently invested in Hornbills Supportworks Essentials to facilitate its IT helpdesk. The IT team is using Supportworks to log all technical incidents and requests from over 2000 users located at 50 stations and its head office. The Rescue Service selected Hornbills help desk software for its ease of use and ability to provide an upgrade path to full ITIL adoption. Since using Essentials, the support desk has been able to set and meet service level agreements, provide improved customer service and promote more flexible working for staff enabling home and remote working to support business continuity plans.
Gill Slipper, IS Support Desk Manager at Hampshire Fire and Rescue Service said; Supportworks Essentials matched all of our criteria for a tech support software tool. It is easy to use and configure, enabling us to quickly be up and running. It also provides us with an upgrade path to moving to the full ITIL-compatible system in the future.
We have been able to customise Supportworks Essentials to match our requirements. The asset management aspect has been particularly useful, helping us to classify calls much more easily and set service level targets. We have also been able to manage our third party agreements better. Reports help us to see where there may be issues with support and also how our contracts with third party providers are meeting the agreed terms.
Twenty-five staff in the IT team, including the administration, technical and project teams use Supportworks Essentials to log calls from staff using all of its IT hardware, network and the many specific in-house applications. Incidents on equipment supported by third parties are also logged initially on Supportworks.
The IT team has customised the screens and call classes in Supportworks to match its problem profiles and processes. Call classes have been specified to match particular asset types, helping the team to identify incidents that may be associated with particular equipment.
With the implementation of Supportworks Essentials, the IT Team are now able to access the system from remote locations, either from home or from any of the stations within the authority. This means that staff are able to work more flexibly, from different locations. This supports business continuity plans and has been particularly useful in the recent adverse weather conditions.
The IT Team hopes to introduce Customer self-service in the forthcoming months. Following the success of Supportworks Essentials for IT service, the team also hopes to extend its use to HR and payroll and purchasing departments, supporting the induction process for new starters.
Gerry Sweeney, CEO of Hornbill Systems said; Supportworks Essentials has been designed as a management tool for help desks. As the service desks start to automate support processes, so they benefit from efficiency gains, providing an excellent upgrade path and platform to adopting full ITIL best practice. The Hampshire Fire and Rescue Service, is one of many organisations now adopting IT best-practice and adapting it to facilitate the needs of other service departments. Using a single system for multiple service functions enables them to benefit from economies of scale, reduced cost of service delivery and improved customer service.
NOTES TO EDITORS
The Hampshire Fire and Rescue Service
The Hampshire Fire and Rescue Service is the statutory fire and rescue service for the county of Hampshire. In addition to attending every type of fire, Hampshire’s firefighters use their professional skills attending road traffic accidents, hazardous material incidents, rescue scenarios, animals in distress, environmental pollution incidents and the results of adverse weather, particularly flooding and high wind damage. It has 51 fire stations located across the county.
For more information please visit: www.hantsfire.gov.uk
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. Hornbills 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.
For more information about Hornbills solutions please visit http://www.hornbill.com/
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