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November 11, 2010

Toyota Motorsport revs up IT support with Hornbill’s service management tool

Central point of reference for the IT department

By CBR Staff Writer

Toyota Motorsport, the engineering, manufacturing and testing facility based in Germany, has adopted Hornbill’s Supportworks ITSM Enterprise service management software for efficient management of its IT support.

The new service management tool, which replaced the existing BMC Remedy service desk, is being used by the IT service desk to provide support for all users based at the facility, having adopted incident, change, problem and configuration management processes.


Supportworks is used by Toyota Motorsport’s 20 analysts on the service desk while managers use reports for performance and system analysis, and business managers are also able to run their own reports to drill down to specific asset data.

Supporworks’ SelfService Web portal is used by support customers for logging and tracking calls, and also provides an inventory, asset allocation information, and mobile phone usage details.

Toyota Motorsport IT project leader Per Nordqvist said that Supportworks was the most user friendly service desk software and provides excellent value for money, in fact, their previous system cost them more in a quarter than it cost them to purchase and implement Supportworks in total.

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"It required very little customisation, and what little we did need, we performed ourselves without having to rely on external consultants," Nordqvist said.

Toyota 2

"It co-ordinates data from four different systems – on customers, configuration items, and assets – and keeps it up to date. Supportworks is a central point of reference for the IT department and it has enabled us to transform our IT service management."

Hornbill Service Management CEO Frank McIlroy said by adopting a system that supports ITIL best practice for along with robust data management and reporting, the IT team can minimise system downtime and better manage costs.

Toyota Motorsport claims since the implementation, the IT team has improved its service, reducing its response time by 50% despite logging an increased number of calls, and has made significant cost savings both in reduced consultancy expenses and more efficient asset management.

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