Point to Point Adopts Hornbill’s myservicedesk.com to Reap Benefits of SaaS Delivery and ITIL Best Practice
August 15th, 2013 — SaaS ITSM solution offers improved freedom and flexibility both internally and for customers; with greater self-service capability ‘out of the box’
Hornbill Service Management announced today that IT solutions organisation Point to Point has adopted myservicedesk.com PRO Package, the Software-as-a-Service version of Hornbill’s Supportworks ITSM software, to support the implementation of ITIL approved practices, deliver the best possible service to its customers and benefit from improved business resilience. Point to Point’s ITSM team is using myservicedesk.com in the delivery and support of IT services to their employees. The ITSM team are able to take advantage of remote and mobile working as the SaaS solution can be accessed anywhere. Point to Point is also using myservicedesk.com to allow its customers the ability to log and manage IT incidents themselves via the self-service portal.
Doug Thrower, Service Delivery Manager for Point to Point, commented: “While we already had ITIL best-practice processes in place, we wanted to ratify this through the underlying technology. Based on Hornbill’s proven expertise in supporting ITIL processes, myservicedesk.com was the best solution to support this. Having a SaaS solution in place also removes the need for onerous management, updating and backing-up of our ITSM system, as well as ensuring that we can have access from anywhere. This gives us a holistic view of the entire service environment, and the freedom and flexibility to concentrate on delivering the best service to our users at any given time.”
myservicedesk.com is a SaaS based solution based on Hornbill’s proven ITSM software. Available in PRO, EXPERT and DEVELOPER packages, it provides users with processes that fully support ITIL best practice, ready to use with the minimum of set-up and configuration. myservicedesk.com offers a comprehensive set of tools to manage the entire service lifecycle; including incident and problem management, service requests, Configuration Management Database and reporting.
Point to Point is a leading specialist in Desktop and Application Delivery and Management, particularly in the field of virtualization strategy; serving 70 enterprise customers across a range of industries, including easyjet and ITN. It started using myservicedesk.com in January 2013, replacing the previous solution which had been in use for seven years. Point to Point adopted myservicedesk.com to support its Service Desk ITSM team and its external consultants by giving them real-time visibility of user issues as they are reported; allowing them to provide a faster and more consistent service to employees. Additionally, Point to Point is using myservicedesk.com to support its customers through the in-built self-service portal. Point to Point customers can use myservicedesk.com for a range of functions; including incident logging and viewing incident history; change approvals and logging; and viewing and downloading operational reports.
Doug Thrower continued, “With the business continuity that a cloud-based service can provide, we have peace of mind that our customers are always getting the best service and that our staff can deliver this from any location. As a near ‘out of the box’ solution, which was a key driver for us, we were up and running with myservicedesk.com almost immediately without needing to alter our IT infrastructure. We are currently planning to expand our use of myservicedesk.com to integrate with our customers’ own service desks; this collaboration will make sure our customers have the most comprehensive and robust view of their IT support and services.”
Hornbill’s IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.
Supportworks applications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise. Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique ‘Human Touch’ features improve the service experience, putting people at the heart of the Service Desk.
Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.
Customers include: Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.
Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill’s service management solutions please visit www.hornbill.com.
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