Over the past 10 years, Hornbill Systems has established a growing global presence, providing service management solutions for its customers in many parts of the world, but most notably in the United States and Canada. To continue to support the ever increasing volume of business and customers in North America, Hornbill Systems has begun the expansion of its operations by opening Hornbill Systems, Inc (a wholly owned subsidiary of Hornbill Systems Limited) based in New York City. The new office of Hornbill Systems, Inc, based in mid-town Manhattan, employs staff to provide sales, technical and administrative functions, as well as support for channel partners. Technical support via telephone, email and web will be provided to customers in North America from 9:00 a.m. to 5:00 p.m. EST. In addition to providing direct product and solution sales, and technical services in the US, Hornbill Systems will be working with a number of reseller, system integration and technical partners who will also be offering solutions based on Hornbill’s products.

Gerry Sweeney, President and CEO of Hornbill Systems, Inc. said “The uptake of Hornbill’s solutions across the US has been tremendous despite Hornbill not previously having a presence here. Our experience of delivering Pan-European service management projects and practical exposure of implementing solutions based on best-practice methodologies such as ITIL, means that Hornbill is ideally positioned to offer proven solutions to US companies’, supported directly by Hornbill Systems, Inc as an American supplier. Our reputation is well established in Europe and with Hornbill Systems, Inc operations and staff now in place, we are looking forward to delivering the same high-quality solutions and after-sales service to our US customers. I am delighted that we have been able to expand our operations into the US, we are entering the US market with the sixth major version of our technology, allowing us to offer robust and mature solutions that will be excitingly new to most US organisations.”

As well as creating an operational presence in the US, Hornbill is working with its current US customer base to establish an independent US Hornbill User Group. A number of regional technical seminars and events are also being planned to ensure that Hornbill’s customers and prospects get a thorough understanding of the range and depth of the solutions Hornbill has to offer.

Expanding on the range of solutions Hornbill can offer, Sweeney said “Supportworks ESP (Enterprise Support Platform) is a fully configurable business process automation environment, geared towards customer service solutions. A number of industry specific configuration templates are available that provide solutions that work out-of-the-box. These solutions are also available with pre-fabricated integration options also designed to work out-of-the-box with most leading Network Management, Desktop Management, Asset Discovery, Accounting and Enterprise Applications. Supportworks has an exceptional user interface that is more configurable and feature rich than the leading high-end solutions such as Remedy or Peregrine. Supportworks scales from 1 to 1000 concurrent support users, one of the more recent testimonies to this fact was the use of a 750 concurrent user Supportworks solution by Atos Origin to support the entire IT infrastructure for the 2004 Olympic Games in Athens. The good news is that Supportworks is priced affordably, at around the same level as typical mid-range helpdesk systems such as Frontage’s HEAT. We make big claims in relation to Supportworks, but I am pleased to say that we are able to substantiate these claims time and time again.”

Robert Shore, Vice President of Hornbill Systems, Inc., formerly a Territory Manager for Peregrine Systems/Remedy, made a move to Hornbill Systems in early 2004. Shore stated “Hornbill provides its customers with what Remedy and Peregrine always promised; full support management solutions that truly underpin an organisations infrastructure, I am delighted to have joined an organisation that is clearly able to demonstrable this kind of capability” An evangelist of service management best practice with international experience, Shore continues, “Hornbill’s Supportworks is a true winning combination of flexibility and experience. I am not aware of any other company in this space that can provide a secure environment that will allow configurability to the ‘out of the box’ solution one day and the ability to alter the system to fit the ever changing needs of a company the next. All other products that I have previous experience with are either fixed entities when they come ‘out of the box’ or an unchangeable entity after they have been configured.”