Hornbill Overview - Bite Size Offer
-
Upload
hdi-orange-county -
Category
Education
-
view
883 -
download
0
description
Transcript of Hornbill Overview - Bite Size Offer
Supporting your ITSM journey
Chaos
Value
Hornbill overview
Service Management software• Helping IT deliver business value
• Service delivery with the Human Touch
• Ease of customization & use
• Enterprise performance, mid-tier pricing
• >600 Globally
• >95% Retention rate
• Independent Survey by SDI in 2009
― 100% “Happy to work with Hornbill again”
― 100% “Measurable improvements to our business”
• Hornbill Enterprise Services Platform • Service Desk Consolidation
• Internal / External
• Supportworks IT Essentials
• Supportworks ITSM Foundations
• Supportworks ITSM
• IT Service & Support Technology Supplier of the Year 2008
• Best Business use of Support Technology
Customers
Awards
Technology
Our offering
Consultancy & Technology
•Accenture
•Atos Origin
•Basilica
•BT
•Virgin Media
Local Government
•Surrey County Council
•Wigan Metropolitan Borough Council
•Plymouth City Council
•Royal Borough of Kensington & Chelsea
•Sevenoaks District Council
Consumer, Travel & Utilities
•BBC
•Arriva
•Geest
•Pepsi Cola
•Biltmore Company
•Seattle Times
Financial & Business Services
•Chubb Insurance Company
•Countrywide
•Allianz
•Mesirow Financial
•Proskauer Rose LLP
Education
•University of Nottingham
•Sheffield University
•University of Cambridge
•Drew University
•University of Colorado
Retail & Manufacturing
•Camelot
•Greggs
•Du Pont
•MJ Gleeson
•Half Price Books
•Aston Martin
•Carpetright
•House of Fraser
•Claires Accessories
Government & Health
•Ministry of Defence
•Sussex Police
• Scottish Environmental Protection Agency
•Home Office
•RAF
•Greater Manchester Fire
•Middlesbrough NHS PCT
•Northumbria NHS Trust
Hornbill Customers
Supporting your ITSM Journey
- Knowledge
- Service Level
- Change
- Problem
- Incident
- Asset
- Financial
- Service Portfolio
- Service Catalog
- Request Fulfilment
- Release & Deployment
- Availability
- Service Asset & Configuration
ITSM Journey Successes
• Top ranking Manhattan law firm
• Little or no business backing for ITSM initiative
• Very limited budget
• Supportworks deployed within 2 weeks
– ITSM costs reduced by hundreds of thousands of dollars
– Reduced overall call volume by 20%
– Increased first time fix rate by 30%
– Reduced service outages by 40%
– Double digit increase in customer satisfaction levels
– Increased service availability adds $3m to bottom line.
Bite-Size Successes
• Limited menu restaurant sector - $ 23bn sales
• Supportworks deployed for several service desks – IT, Support Services and Accounts
• Hornbill customer for 8 years – recently upgraded from help desk to service desk
– Top 10 incidents – one product generating 400 calls per month
• Incidents reduced from 400 to 100 per month, saving $ 90k per year on support of a single product
– Problem management enables incidents to be resolved Permanently
– Change requests reduced significantly through rejection without appropriate business approval, saving $ 1,400 per request.
McDonaldMcDonald’’s Restaurantss Restaurants
ITSM Journey Successes
• World’s largest privately owned global property agency
• Manages $ 700bn of real estate
• Supportworks deployed within one week
– 75% of all incidents now logged via SelfService portal
– 50% decrease in telephone calls to the service desk
– No need to replace 2 temporary staff
– 97% of all incidents responded to within 5 minutes.
ITSM Journey Successes
• Worldwide IT Partner for the Olympic Games• Supportworks deployed out-of-the-box (1 week) for Athens 2004 Olympic
Games– 750 concurrent user service desk 24/7– Deployed for subsequent Olympic Games– Turin 2006– Beijing 2008– Vancouver 2010– London 2012
“Hornbill not only met, but exceeded our expectations”
Supportworks - ITSM with the Human Touch
Supportworks
Service Management Software
with
The Human Touch
Bite-Size Offer
Supportworks ITSM Foundations
– 5 Concurrent User Licenses
– Customer SelfService Portal
– Quick Start Implementation Package
– Quick Start Education Package
– One year’s Support and Maintenance
List Price = $ 33,995
HDI Speaker Tour = $ 19,995 - Limited Offer
Deployed and live in one week!!!