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Hornbill Positioned in Magic Quadrant for IT Service Support Management Tools

Hornbill Positioned in Magic Quadrant for IT Service Support Management Tools

October 31st, 2013 -- Hornbill Supportworks ITSM Enterprise evaluated based on completeness of vision and ability to execute

Hornbill Service Management today announced that is has been positioned by Gartner Inc. in the Magic Quadrant for IT Service Support Management (ITSSM) Tools.  The global analyst organisation's report evaluates Hornbill on its completeness of vision and ability to execute.

Gerry Sweeney, Founder and Group CEO of Hornbill Service Management, said: "We are delighted to be included in the Gartner Magic Quadrant. Our ongoing aim is to develop and refine a proactive IT service model which recognises the key challenges our customers face; helps them address those challenges; and delivers value throughout the entire business. Through 2013 and beyond we will continue to improve our offerings and reach out to customers and partners across the globe."

Hornbill Supportworks ITSM Enterprise v.3.4.14 was the Hornbill solution evaluated for the Magic Quadrant. Supportworks ITSM Enterprise is an integrated service desk solution which delivers a proactive support desk out of the box. It is fully integrated with Twitter, and offers full smartphone-based support, giving support desks more channels with which to interact with their customers.

Gartner's 2013 Magic Quadrant for IT Service Support Management Tools focuses on enterprise-class vendors who meet the Gartner criteria for inclusion, which comprises factors such as the vendor's ability to execute and completeness of vision. Tools are assessed for functionality including: IT incident, problem and request management; change and configuration management; self-service capability; and Service Level Agreement management.

Vendor performance is assessed through customer references and measurement of brand and mind-share, with analysis of client feedback to identify positive engagement with the vendor's ITSSM tool.The Magic Quadrant also takes into account the vendor's overall viability, sales and marketing execution and market responsiveness. [1]
For more information on Gartner, or if you are a Gartner client and would like to access the report, please visit

[1] Gartner Magic Quadrant for IT Service Support Management Tools, Jeffrey M.Brooks, Jarod Greene. 20 August 2013.  Gartner ID number for the report is G00248914.

About the Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


Gerry Sweeney

Written by Gerry Sweeney

Gerry founded Hornbill in 1995 and has been responsible for the architecture, design, and planning of the products and technologies that form the core of Hornbill's solutions today.