Professional Services

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Hornbill provides customers with a portfolio of services – a powerful combination of ITSM best practices and a proven implementation methodology – that covers all aspects of your Supportworks solution. 

Our experts can provide guidance on bespoke development, process development, Service Catalog, CMDB, data source identification/ integration and much more. Customers can tailor their implementation with a customised plan based on their processes or select from packaged service offerings and education workshops, thereby utilising the best approach to driving IT transformation across their business.




Hornbill provides proactive, customer-centric services to help ensure that customers can go from where they are to where they want to be as quickly and efficiently as possible.

Additional benefits include:

Delivery Expertise

Use Hornbill experts with extensive Supportworks application and platform expertise to help ensure success

Accelerate Time-to-Value

Leverage proven best practices and Hornbill’s many years of successfully delivering Supportworks solutions for rapid deployment

Flexibility to fully meet your needs

From initial deployments through to upgrades and migrations we offer a choice of either packaged services or a service engagement that is tailored to meet your specific needs.

clearly defined outcomes

With either approach you are guaranteed a fixed price and a clearly defined set of deliverables so you can be assured there are no ‘hidden’ costs


Supportworks Enterprise ITSM Deployment

Using Hornbill's INSPIRE process, which includes a 4 step approach to the implementation, we are confident that we can help you deploy Supportworks faster and at lower cost thereby enabling you to return to delivering exceptional customer service to your customers. Throughout the process we assist with skills transfer to your team to help with ongoing administration of the solution.

Supportworks Upgrade

Our Supportworks Upgrade service is designed to assist you in rapidly moving to the latest version of Supportworks, taking advantage of new functionality and features.  Our upgrade service focuses on minimizing risk, reducing down time and knowledge transfer whilst ensuring that Supportworks experts are at hand to deliver a smooth transition to the latest version

Supportworks Migration

Our Supportworks migration service is designed to minimize downtime and enable customers to rapidly move to the latest version of Supportworks ITSM, taking advantage of new functionality and features.  Our migration service will allow you to leverage the latest features allowing you to confidently and quickly meet your business needs, whilst minimising downtime and business risk without compromising the high level of customer service your business expects.

Project Management

The key to any successful project is to ensure that it is managed correctly. Your Project Manager will provide full project co-ordination, documentation and communication from beginning to end.  You will have regular updates and meetings both onsite and remotely, with your Project Manager chairing your meetings as your project progresses.

Supportworks Dedicated Specialist (SDS)

Hornbill is able to provide a dedicated Supportworks Specialist who will work closely with you to build an understanding of your service desk objectives.  They will assist in providing your Service Desk team with technical advice and guidance from initial deployment or at any stage of your use of the Supportworks solution.  This service is designed to help customers with knowledge transfer and supplementing skills gaps and resource constraints ensuring an ongoing Continual Service Improvement.

Supportworks Education

Our education service is built on a flexible workshop format allowing specific product knowledge transfer in the context of your business scenario. 

To find out more about any of these workshops, please call +44 (0)20 8582 8266 or contact us .