DWF LLP, a leading UK law firm, has selected Hornbill's Supportworks ITSM Enterprise service desk software to support employees based in regional offices across the UK. DWF selected Hornbill over three competitive solutions for its ease of use and depth of service desk features. The implementation follows a restructure of the IT team, and subsequent adoption of ITIL methodology.

Initially the team will be using Supportworks for incident, configuration and change management, with a view to rolling out problem and release management as well as the SelfService portal for end users.

Craig Robinson, IT Services Manager at DWF LLP said; "We evaluated three different Service Desk software applications. We particularly liked the functionality and yet apparent simplicity and the intuitive look and feel of Hornbill's software. The professionalism of the company and the expertise that they demonstrated was a driving factor in our selection.

"With a more efficient service desk, we have been able to adopt a professional approach, improving our service. Now, the service desk will be able to accurately track calls and statistics to update the business on our performance. In a legal services company, billable time is key - reducing downtime for our partners and staff will directly impact the business, helping to increase profitability."

Hornbill's support software, which replaces a semi-manual system that used Outlook, will be used by the service desk, as well as the infrastructure team. Both the development and project teams will also use the software to track and rectify faults as required.

Supportworks ITSM will enable the IT team to improve customer service. The 'human touch' approach of the software enables agents to identify callers, while the SelfService portal will enable all staff to log and track calls at their convenience.

Frank McIlroy, CEO of Hornbill Service Management said; "For businesses in the client services arena, time is money. Such companies rely upon their technology to administer and process client work, which means that the IT service must be absolutely reliable and efficient. ITIL processes and supporting systems enable IT teams to automate routine tasks, capture requests and report back on them accurately. Providing a professional service is a win-win - both with productivity gains for the IT team and for the business."

NOTES TO EDITORS

About DWF LLP

DWF LLP is a leading, full service law firm providing a full range of legal services to businesses and private clients across the UK.

It employs over 1000 people, including 124 Partners. It serves clients on a national basis from offices in Leeds, Liverpool, London, Manchester and Preston and internationally through relationships with law firms around the world. Its business continues to expand through a combination of organic growth, lateral hires and other consolidation activity.

For more information please visit: www.dwf.co.uk