Gleeds, the International Management and Construction Consultancy, has selected Hornbill's Supportworks ITSM as the service management solution for its IT service desk. Gleeds' IT department has implemented Hornbill's Supportworks ITSM software to support staff based in its seventeen regional offices located throughout the UK. Gleeds selected Hornbill's system for its all-round functionality, and to enable the IT team to adopt ITIL best practice. Since implementing the solution the IT department claims improved visibility and resolution of calls resulting in a more efficient support service.

According to Simon Sheldon, IT Service Director at Gleeds; "Hornbill's Supportworks ITSM was very flexible and met all of our requirements in one package – we didn't need to think about having to source additional modules to extend functionality later.

"Supportworks has made us much more efficient as a team. Not only can we support users better, we are able to improve our processes with ITIL best practice. We have also started to operate a centralised purchasing system for IT, as we can efficiently log and track IT assets, which will generate considerable cost savings for the business," he added.

Gleeds operates a centralised service desk that logs and tracks calls from staff in any of the UK offices and some overseas locations. In addition, a team of desktop and network engineers operate as second and third line support throughout the country, solving problems and incidents. The IT team supports all of the company's IT systems – including desktops, all business and financial applications and a video conferencing system. Supportworks is used for problem, incident and change management and Gleeds is also starting to use it for release management.

A single freephone number and one email contact enables users to log calls, routed to the service desk. Supportworks provides an audit trail of each call taken, its status and when it is resolved. Reports generated from the system enable the team to monitor its performance against agreed Service Levels.

Following the success, the team intend to introduce the Customer SelfService Portal and are also planning to implement Configuration Management enabling them to track and manage data relating to its complete IT infrastructure within the CMDB.

Gerry Sweeney, CEO of Hornbill Systems commented, "Hornbill's Supportworks ITSM has been designed to provide a centralised IT service desk that can greatly help organisations like Gleeds to streamline working practices and improve efficiencies, however disparate the locations they support. Adopting ITIL best practice can also bring identifiable business benefits. For IT teams it is vital that they are able to monitor and manage their service delivery and support performance and that of their IT infrastructure. ITIL best practice can help them to ensure that efficient working practices are adopted that support and benefit users, and as a result, the business."

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About Gleeds
As one of the world’s leading management and construction consultants, Gleeds offers all of its clients world-class performance across a broad range of services. With 17 regional offices located throughout the UK, it is a global business with a further 31 international offices operating across 5 continents. Gleeds has over 120 years' experience in the building and construction industry.

For more information please visit: www.gleeds.com