Published on June 22nd, 20090
Support inside and out for Press Association
Hornbill chosen to underpin internal and external service for global organisation.
The Press Association is using SupportWorks ITSM from Hornbill to provide internal IT support to over 5000 staff around the globe, while the customer-facing team is also using the software to provide 24/7 service to customers.
The initial installation sees five support teams using SupportWorks for incident management, with plans to utilise the product’s change management capabilities as part of an ITIL (IT Infrastructure Library) implementation which is designed to fully align IT with the requirements of the business.
Hornbill beat off competition from three other suppliers and Julie Greaves, service desk manager at the Press Association, explained the decision. “We selected SupportWorks ITSM for its intuitive ease of use, out-of-the-box features and friendly Human Touch interface, along with the ability to integrate with email, the .NET platform and other applications”.