Hornbill company overview, and their "Bite Size Offer"

1. Supporting your ITSM journey
Value
Chaos

2. Hornbill overview
Our offering Awards
Service Management software • IT Service & Support Technology
• Helping IT deliver business value Supplier of the Year 2008
• Service delivery with the Human Touch • Best Business use of Support
Technology
• Ease of customization & use
• Enterprise performance, mid-tier pricing
Customers Technology
• >600 Globally • Hornbill Enterprise Services Platform
• >95% Retention rate • Service Desk Consolidation
• Independent Survey by SDI in 2009 • Internal / External
― 100% “Happy to work with Hornbill again” • Supportworks IT Essentials
― 100% “Measurable improvements to our • Supportworks ITSM Foundations
business” • Supportworks ITSM

3. Hornbill Customers
Consultancy & Technology Education
• Accenture • University of Nottingham
• Atos Origin • Sheffield University
• Basilica • University of Cambridge
• BT • Drew University
• Virgin Media • University of Colorado
Local Government Retail & Manufacturing
• Surrey County Council • Camelot
• Wigan Metropolitan Borough Council • Greggs
• Plymouth City Council • Du Pont
• Royal Borough of Kensington & Chelsea • MJ Gleeson
• Sevenoaks District Council • Half Price Books
• Aston Martin
Consumer, Travel & Utilities • Carpetright
• BBC • House of Fraser
• Arriva • Claires Accessories
• Geest
• Pepsi Cola Government & Health
• Biltmore Company • Ministry of Defence
• Seattle Times • Sussex Police
• Scottish Environmental
Financial & Business Services Protection Agency
• Home Office
• Chubb Insurance Company
• RAF
• Countrywide
• Greater Manchester Fire
• Allianz
• Middlesbrough NHS PCT
• Mesirow Financial
• Northumbria NHS Trust
• Proskauer Rose LLP

4. Supporting your ITSM Journey
- Financial
- Service Portfolio
- Service Catalog
- Request Fulfilment
- Release & Deployment
- Availability
- Asset Asset & Configuration
Service
- Knowledge
- Service Level
- Change
- Problem
- Incident

5. 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.

6. Bite-Size Successes
McDonald’s Restaurants
• 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.

7. 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.

8. 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”

9. Supportworks - ITSM with the Human Touch
Supportworks
Service Management Software
with
The Human Touch

10. 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!!!