Award-winning ITSM Application with 10 PinkVERIFY 2011 ITIL Processes
Desktop, Web Browser and Mobile Clients
Fully Configurable system with 200+ System Settings
Customer Portal for SelfService* (Unlimited End Users)
Fully Rebrandable Customer Portal/SelfService
Email Integration Shared Mailboxes*
Fully Customer Configurable
Custom Application Development (by Hornbill) Available
Fully Customizable Business Processes
Automatic Platform Software UpgradesAutomatic Platform Software Upgrades
All of Hornbill's applications are built on its Supportworks ESP platform. The platform provides a comprehensive set of functional components as well as the primary user interface, web and desktop clients, application server components, an application development environment and many key product features.
Platform software upgrades are fully automatic and non-destructive; we guarantee 100% compatibility with any applications that are running on the previous version of the platform being upgraded. We consistently introduce new features and enhancements in the platform and deal with many of the complex application issues such as security, performance and reliability which allows us to continuously improve, add features and upgrade your solution without impacting any running applications or customizations - all customer applied customizations that have been applied to the application are preserved without exception.
Automatic Application Feature UpgradesAutomatic Application Feature Upgrades
Supportworks ESP is a powerful system that can be used to build and run comprehensive service desk applications. Because of the deep customization ability that the Supportworks ESP platform offers there are considerations when thinking about application feature upgrades.
Because Hornbill develops its very powerful ITSM application using the exact same Supportworks ESP development environment we optionally make available to our customers, then it's important that customers wishing to take advantage of this consider the options if they wish to deeply customize the solution beyond the customization and configuration settings provided in the out-of-the-box ITSM application.
Ability to Create Multiple Business
Service Desks per Instance
On-Demand Training - Unlimited (Free of charge)
Minimum Contract Term
Minimum Number of Users
Visual Process Management EngineVisual Process Management Engine
Supportworks ESP has a powerful engine for running server-side processes that are used to implement and extend application functionality beyond what can be achieved using client-side functionality. These server-side processes can be designed graphically providing clear and concise functional flow. Although VPME is used extensively to underpin the Business Process Automation features of Supportworks applications, VPME its self is different to the business process engine; the best way to think about VPME is to think of it as "server-side functional scripting" akin to database stored procedures but running on the application server its self.
VPME can be used to create callable scripts or can be used to "hook" numerous application-specific behaviors. Supportworks ITSM makes extensive use of VPME in creating the complex application logic required to implement service desk functionality. Customers using VPME can change or extend this behavior and develop deep and complex integrations with other systems. VPME has a mechanism to allow customers to override application or system provided logic without breaking upgradability. However, it should be noted that extensive or even moderate changes to application logic already present using the VPME may need to be altered/adapted in subsequent application version updates.
Development/Test Server Instance
Web Services API
Create New Application Forms, Views
and Business Logic
Database Schema Expansion
ITSM Application Source Code Provided
Deep Customizations Possible/Build your
own Service Desks
Platform Developer Support Available
SelfService Process Approver (per user, per month)
iLab Dev/Test Server (per month)
Additional Data Storage (GB per month)
Volume Discounts Available