itSMF Conference 2010, Novotel London West, 8 - 9 November, Stand D09
Hornbill, a Gold Sponsor of the itSMF Conference 2010 will be demonstrating its latest tools to help organisations continue their ITIL journey towards delivering business value from service excellence. Supportworks ITSM Enterprise v3.1 will be on show for the first time and includes new functionality for Managed Service Providers and organisations providing service desk operations for external customers. Hornbill's newly published White Paper, "Chaos to Value: The IT Service Management Journey, Part 2: Technology to Service Focus", will be available. Hornbill will also be hosting a presentation by Camelot UK Lotteries on the challenges of managing their business critical services and their transition from a technology to a service focused desk as part of their ITIL Journey.
The Hornbill White Paper, Chaos to Value, Part 2, is the latest in a series of papers designed to explain in practical terms the various stages of the ITIL journey, and addresses both a change in focus for the service desk away from technology, as well as the need for cultural change. The series discusses how service provision becomes increasingly focused on the business as the IT organisation becomes more mature in its adoption of ITIL. As the journey progresses, the focus of IT shifts from managing technology, through a number of progressive stages, to delivering services that directly enable business growth.
New features within Supportworks ITSM v3.1 include expanded Service Level Management, which helps service desks to monitor the performance of internal teams and external suppliers to improve overall service to the customer. This new functionality will be particularly valuable to Managed Service Providers and business-to-business customers.
Using Supportworks ITSM Enterprise v3.1, Service Providers will now be able to create one or more contracts for each customer organisation that defines the services to be supplied. These details will be readily accessible to service desk agents, enabling them to better manage resources and allocate costs to each service so that a Total Cost of Contract can be identified, together with a breakdown of individual charges.
Frank McIlroy, CEO of Hornbill Service Management said: "More than ever, the IT department needs to deliver services to support the business and provide excellent value for money. Whether this is by consolidating service desks within an organisation to cover non-IT functions, providing support on a shared service basis with and for outside organisations, or simply by maximising efficiency of service provision, Hornbill's Supportworks provides the platform for success. The latest release of Supportworks ITSM has many additional features ideal for Managed Service Providers and other organisations that provide services for multiple external customers. Part 2 of our White Paper, Chaos to Value gives some great practical examples for organisations on delivering the benefits of ITIL to support the business."
Monday 8 November, 3:20-4:00pm
Stephanie Roddy, Senior IT Service Delivery Manager from Camelot UK Lotteries Limited, will speak about the challenges of managing their busy lottery service desk, how they cope with the peaks and troughs of service demand and how they have achieved the transition from a technology focused to a service focused desk.
