Hornbill Blog

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 https://www.hornbill.com

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 http://www.idbs.com or follow us on Twitter @IDBSsoftware

Latest Posts

  • We are getting ready for INSIGHTS 19

    Feb 12, 2019
    News Item

    I am excited to tell you that we have been busy at Hornbill, planning and organizing our next annual conference, INSIGHTS 19. This event is the highlight of our year at Hornbill, as we create it for our community. It brings our customers, prospects,...

  • Love me Tender

    Jan 22, 2019
    Collaborative Service Management

     Although Elvis Presley and Vera Matson were given the credit, the principal writer of “Love me tender” was Ken Darby. At the time, Elvis’ publishing deal demanded that writers concede 50% of the credit for the song if they wanted Presley to record...

  • Be the change you so desperately seek!

    Sep 23, 2018
    Blog Posts

    I love the idea of this quote, attributed to the wise man Mahatma Gandhi this simple quote is profound because it strikes right at the heart of human behavior.   In every part of our lives, there is change, and most of it is outside of our control;...

  • Why do people struggle to follow processes?

    Aug 27, 2018
    Blog Posts

    Many a great manager has asked themselves the time-honored question; How do you make people follow procedures and not miss things?  Having more or less documented the processes, and having put them into your knowledge base tool, and having created...

  • Release Roundup - Customer Feedback

    Jul 30, 2018
    Release Roundup

    Hornbill is deployed using Continuous Delivery, and this means we typically make multiple incremental releases every week. As well as providing essential fixes, we also release new features as and when they become available. To supplement the more...

Subscribe to our mailing list and keep up with our latest software updates.