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IDBS Modernises its Approach to ITSM for New Managed Service Offering with Hornbill Service Manager

Cloud-Based Collaborative Service Management Application Allows Quick, Effective Support for Customers across the Globe

London, May 11 2015: IDBS, a leading global provider of advanced software for research and development (R&D) organisations, has deployed Hornbill Service Manager, an innovative collaborative service management application. Hornbill Service Manager will support IDBS’ new managed service offering for customers worldwide. The cloud-based solution means IDBS can continue to deliver best in class, non-stop, business specific support for its software. IDBS customers can focus on what they do best: research and innovation, without worrying about the day to day running of their software.

“Adopting Hornbill Service Manager has allowed us to take a fresh, innovative approach to delivering customer service as part of our comprehensive managed service offering,” said Roger Shaw, Head of Managed Services, IDBS. “Hornbill Service Manager is a cloud-based solution accessible from any location, at any time, which makes it easy to provide access to our global service delivery team as well as the customers we are supporting. Hornbill Service Manager provides a potent mix of collaborative features coupled with strong business process automation capabilities. That means we can work collaboratively without sacrificing the structure and consistency we need to deliver a consistently high quality and professional service to our customers.”

Hornbill Service Manager has been designed to allow customers to take a fresh approach to delivering IT Service Management. The solution unlocks the knowledge sharing potential of a team of IT professionals by encouraging collaboration while at the same time freeing individuals of the mundane tasks normally associated with following best practice; this is achieved without sacrificing the operating structure and formal service level agreements. Hornbill Service Manager is designed to be used the way people like to work making the solution easy to adopt while invigorating and modernising how service delivery teams get work done.

Hornbill Service Manager is powerful yet easy to get up and running; Hornbill provides a “Switch-On” service free of charge to all customers. This service includes enterprise integration, configuring SSO; importing user, customer and asset data; and creating some business process, reports and dashboards to suit each customer’s needs, while at the same time educating and transferring knowledge to our customers, all delivered quickly and effortlessly.

“The greatest strength of Hornbill’s Solution so far has been its simplicity,” said Helen Waterman, Managed Service Delivery Manager, IDBS. “Adding customers is extremely easy, and once they have been provided access, their users have an easy-to-understand and intuitive interface that’s straightforward to get started with. Analysts also have a clear view of both open and incoming issues so these can be dealt with quickly and comprehensively. Service Manager has helped us provide the service our global customer’s need, when and where they need it.”


About Hornbill

Hornbill is a technology innovator in collaborative Service Management and other collaborative business applications. It develops and markets the Hornbill Platform that helps organisations of any size provide applications and productivity tools to their workers. Hornbill’s unique ‘Human Touch’ approach to IT service management has benefitted customers at thousands of commercial and government sites worldwide.

Hornbill was founded in 1995, and has a head office in London. It also supports the RSPB (Royal Society for the Protection of Birds) as a corporate member in its campaign to save the hornbill species in its native habitat.

For more information please visit

About IDBS

IDBS is a leading global provider of advanced software for research and development (R&D) organisations to securely capture, manage, share and exploit structured and unstructured data. Our technology and domain expertise enable users to link data to data, data to people and people to people to drive innovation, achieve faster time to market and improve margins. Our diverse customer list includes R&D driven international companies in pharmaceuticals, biotechnology, agricultural sciences, chemicals, consumer goods, energy, engineering, food and beverage, and healthcare.

Founded in 1989, IDBS is headquartered in the United Kingdom with offices across Europe, Asia and the United States. IDBS remains a privately held company employing over 250 staff across the world and serving over 50,000 researchers in 25 countries – including over 75% of the top twenty pharmaceutical companies.

For more information, please visit or follow us on Twitter @IDBSsoftware


Gerry Sweeney

Written by Gerry Sweeney

Our CEO, Gerry Sweeney, founded Hornbill in 1995 and launched our very first product Supportworks, a Helpdesk tool used by IT teams. Gerry is an industry beacon for innovation, ensuring the Hornbill platform has the fastest release cycles to deliver the market with the latest in workflow automation, service management and collaboration.