AESSEAL, a worldwide manufacturer of mechanical sealing products, has selected Hornbill’s Supportworks ITSM to integrate its four IT departments around the world and support company users. AESSEAL will adopt ITIL best practice as it rolls out Supportworks across its IT departments first in the UK, then USA, India and China. Using Supportworks the IT teams will provide support for 1000 staff globally (including out of hours as standard, regardless of location) using the same processes and procedures for incident and problem management. AESSEAL claims that Supportworks will enable the IT teams to prioritise workload and use resources more effectively across its remote offices.

Supportworks ITSM was selected after an evaluation process against other service desk management products, for its ‘out-of-the-box’ ITSM templates, ability to support ITIL best practice and competitive pricing.

AESSEAL is running one centralised system for problem and incident management, and is also planning to use the Configuration Management Database to manage details of its IT infrastructure. A self- service facility is to be introduced which will enable staff to track the progress of the incidents they have logged with the service desk, it will also provide service availability information and it will provide access to the corporate knowledge base of Frequently Asked Questions (FAQs). The self service facility will also be particularly useful for the smaller offices where there is limited IT resource.
Stuart Welsh, Head of IT based at AESSEAL UK headquarters in Rotherham said, "Hornbill’s offering provided us with exactly the right combination of technology features and functionality. Its ability to support the ITIL framework has enabled us to quickly adopt best practice and work more effectively across the different IT teams."

"The implementation was very smooth – the Hornbill team had already demonstrated Supportworks’ functionality over a WAN. In addition since Supportworks’ ITSM templates come ‘out of the box’, the configuration required was very straightforward."

The IT team is also planning to use Assetworks to assist them in cataloguing IT assets across the remote sites. This will enable the team to provide a better service when providing support, as they will be able to identify what equipment users have.

Gerry Sweeney, Managing Director of Hornbill Systems commented, "Supportworks ITSM has been designed to support ITIL best practice and provide a centralised system that remote workers can access. For companies like AESSEAL it enables IT departments to provide a seamless support across geographical and time boundaries. Accessing central information and adopting the same procedures enables the IT teams to work more effectively and share resources."

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About AESSEAL

The AESSEAL group of companies are a world-ranking specialist in the mechanical sealing industry. AESSEAL invents, designs and manufactures engineering products in Yorkshire. These products are sold through a rapidly expanding network of sales and service subsidiaries backed up with a global distribution network.

AESSEAL is primarily known as a manufacturer of mechanical seals for rotating equipment. From its acquisition in 1979 by the current Managing Director Chris Rea with just 5 employees, the company now spans the globe with 54 branches in 28 countries. It directly employs 500 personnel and sells products through a network of over 150 distributors.

The company’s global headquarters is in Rotherham, South Yorkshire, and it is the only company in South Yorkshire to have won seven Queens Awards for Enterprise (Innovation). AESSEAL also won the Overall Award for Manufacturing Excellence in the prestigious Institute of mechanical Engineers MX2006 awards.

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