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Often, people working on the Service Desk find themselves looking through long lists of potentially hundreds of requests. This presents them with...
The capturing of information when raising a request on the Service Desk is an important part to helping drive the request’s life cycle through to...
For any request being managed by the Service Desk there may be the need to include files or documents to help progress that request. This may...
Where the organisation structure is a logical layout of your company, the Sites feature lets you capture the physical location of your different...
The organisation’s structure is the foundation to every business. The creation of divisions, departments and teams are the building blocks for any...
Every Hornbill user has a number of options around the information that they wish to capture and share about themselves. This information makes up...
I’ve been drawing on a recent Aberdeen Group research report to explain what distinguishes best-in-class ITSM, or ‘21st century ITSM’ as Aberdeen...
Prompted by Aberdeen Group’s report Embracing 21st Century ITSM, I’ve been thinking about the causes of end-user dissatisfaction with IT support....
Hornbill Service Manager offers a mobile app that gives IT Support staff access to the Service Desk wherever they are. View and update Incidents,...
If you run an ITSM operation and your users seem unhappy, you’re not alone. As I discussed last time, a recent Aberdeen Group report,Embracing 21st...
Unlike Hornbill Workspaces which are more structured forums for collaboration, Conversations are private discussions between one or more of your...
A new report from Aberdeen Group, Embracing 21st Century ITSM by Jim Rapoza, uncovers some quite alarming facts about user attitudes to ITSM. In...
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