Hornbill Systems Limited, provider of service management systems, will be showcasing a new stand (220) at Helpdesk and IT Support show (HITS) 2004. The 124 sq. metre stand, divided up into different sections, will feature product demonstrations, a comfortable discussion area, a presentation theatre and even a coffee bar serving refreshments.

Hornbill will be giving away 25 Dell Axim X3 handheld computers to show visitors: pre-registered visitors can walk away with a Dell Axim X3 if their pre-show registration number matches Hornbill’s winners list displayed on their stand; in addition, one lucky visitor to each of the 17 Hornbill theatre seminars will leave the presentation with a Dell Axim X3.

Hornbill has again sponsored this year’s research topic; ‘The ITIL Experience’ and free copies of this report will be available to every stand visitor. The survey was carried out by Noel Bruton, a respected industry consultant and author of ‘How to Manage the IT Helpdesk’. It is the first practical analysis of the perceived benefits of adopting ITIL as a best practice methodology. The benchmarks produced by this survey present a real business case for the adoption or rejection of Information Technology Infrastructure Library (ITIL).

The focus for Hornbill at HITS 2004 is ‘Beyond IT Service Management – Spreading the Reach of Support’. Keynote speaker Patrick Bolger, Hornbill’s sales and marketing director, will demonstrate a more cost efficient way to use support desk software. Illustrating points raised with customer examples Patrick will show the benefits of an amalgamated service desk which unites separate disciplines and provides a common system capable of handling queries from all internal customers whatever department they are from.

Patrick Bolger explains, “With the threat of outsourcing looming large, the need for the service desk to become more accountable and professional is growing. This year Hornbill will be focusing on how the compartmentalised approach to service delivery stifles the adoption of new services.”

Supportworks Version 6.0 on Show at HITS
Supportworks V6 will be demonstrated live on the Hornbill stand. V6 includes a fully scriptable forms environment providing a configuration interface similar to .NET forms, enhanced IT Service Management templates that provide rapid adoption of ITIL best practice disciplines, and a visual workflow editor that allows business processes design using a drag and drop graphical user interface. In addition the Version 6.0 customer survey module will be demonstrated, which provides the facility of automated customer satisfaction surveys.