Hornbill Overview - Bite Size Offer

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Hornbill company overview, and their "Bite Size Offer"

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Hornbill Overview - Bite Size Offer

  1. 1. Supporting your ITSM journey Value Chaos
  2. 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. 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. 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. 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. 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. 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. 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. 9. Supportworks - ITSM with the Human Touch Supportworks Service Management Software with The Human Touch
  10. 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!!!

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