Supportworks will replace BrightHouse’s existing web-based system. The frontline IT service desk will use Supportworks to log and track all incoming calls while second and third line IT staff will also log onto the system.
Supportworks ITSM, which is built on Supportworks ESP (Enterprise Support Platform), integrates with the retailer’s existing server infrastructure. The system is expected to enable BrightHouse to streamline process change and adopt new ITIL working practices.
The retailer plans to roll out Supportworks ITSM across other business functions, including HR, finance and building services.
Neil Langridge, service delivery manager at BrightHouse, said: “Hornbill’s Supportworks ITSM provides the ideal business solution for us. It has the functionality that we need to support users, initially used by the IT service desk and then rolling it out to support other service functions in the business.”
Supporworks ITSM has law firms, local governments, and hospitals among its clientele. UK law firm Halliwells has recently adopted Supportworks ITSM for the service desk and as a key management tool to administer effective IT support to over 1,000 staff. Waltham Forest Council has been using Supportworks service management software to achieve ISO 20000 standard for measurable excellence in IT services.
Hornbill Systems has been judged the IT Service and Support Technology Supplier of the Year for 2008 at the Service Desk and IT Support Excellence Awards. It beat Infra, Marval and Touchpaper to the award.
Gerry Sweeney, CEO of Hornbill Systems, said: “Hornbill’s Supportworks ITSM enables companies like BrightHouse to quickly reap the benefits of a more efficient support service. Supportworks’ automated processes and user friendly screens enable staff to provide a more human service.”
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