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July 31, 2008

Hornbill to support IT service desk at Halliwells

Law firm Halliwells has adopted Hornbill Systems' IT service management software Supportworks ITSM for the service desk and also as a key management tool for IT support.

By CBR Staff Writer

John Salt, head of IT services at Halliwells, said: Hornbill’s Supportworks ITSM ticks every box for us. We are using it for all aspects of our IT service management, not least incident, problem and change management. We reviewed other solutions, but Hornbill’s product was the most advanced tool that could give us everything we wanted.

Salt said that Supportworks ITSM has increased Halliwells’ compliance with SLAs to 92% from 60%. This means that users now experience fewer disruptions to their work than before.

Halliwells has offices in Manchester, Liverpool, London and Sheffield. It has recently made use of Supportworks ITSM in shifting over 750 employees to Halliwells’ new headquarters in Manchester. Training staff were deployed in the office move to provide frontline IT and facilities support using Supportworks ITSM, while the IT team provided technical support on each of the building’s eight floors.

Gerry Sweeney, CEO of Hornbill Systems, said: Hornbill’s Supportworks ITSM has all of the built-in functionality and user friendly interfaces to enable a service desk to be quickly up and running. Its flexibility enables IT teams to deliver effective service to support large numbers of users for different IT requests. By adopting ITIL and smarter working practices many IT teams find that they are able to achieve more without needing to increase staff or costs.

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