Business Process Workflow
Call/Ticket Management
Communications Management
Service Level Management
Resource Management
Knowledge Management
Integration Connectors
System Integration
Management Reporting
Platform Architecture
Single Console Interface
Computer Discovery
Software Discovery
License Management
Media File Discovery
Network Device Discovery
Application Service Discovery
Desktop Remote Control
Management Reporting
System Integration
Call/Ticket Management Additional Information

One of the primary functions of Supportworks ESP is the generation, management and tracking of requests. These requests may be generated manually, or automatically from any number of sources including the web, email, WAP, SMS, or by enterprise applications or system management solutions. Full tracking, monitoring, audit trail, ownership and security of tickets are managed automatically by the Supportworks ESP platform, providing comprehensive free-text searching and rapid call or ticket retrieval capability.

It is easy to configure a number of forms to create new requests, each form can be different to support the specific business requirement. The form can contain different fields, input validation, look and feel and workflow all running on the same underlying database enabling the creation of a multi-functional service management environment for the enterprise.

The gallery below shows a variety of different forms in use by our customers demonstrating the versatility of the ESP platform.

Related Documents
  Brochure (pdf)
Supportworks ESP -
An integrated support platform for the enterprise.
  Hornbill Corporate Brochure
Success Stories

XKO Software

Greggs

The National Archives

Midas Construction

Sharp Electronics

Olympic Games 2004 - Atos Origin

Northumbria Healthcare NHS Trust

West Suffolk NHS

Exeter University

Schering-Plough
Related News Stories

London Metropolitan University Reduces IT Asset Costs By Over 40% And Improves IT Service Delivery with Hornbill’s Supportworks

Camelot Group plc Win Top Industry Award Using Hornbill’s Supportworks

Hornbill Announces Out-Of-The-Box Integration with Centennial Discovery

Sharp Cut Customer Support Response Times Dramatically With Hornbill's Supportworks
Other Documents
  White Paper
Consolidated Service Desks - An Achievable Goal?
   Datasheet (pdf)
Visual Process Management Engine (VPME)
   Datasheet (pdf)
Web SelfService Module Overview
  Product Review (pdf)
Independent Review of Supportworks by Ray Smyth, Published April 2004, Support World