Hornbill Blog

Reduce the administrative burden associated with ITSM

on administration, and there are a number of things to look for in your new solution. • No more upgrades. The process of upgrading shouldn’t require significant time, effort or resource – nor should you need to schedule upgrades well in advance,...


Reduce process complexity

In this blog series we’re looking at strategies for simplifying IT to better meet user expectations and add more business value. I’d like to focus this time on ITSM processes. Excessive process complexity can make the task of delivering service...


BYOD step 6: embrace the opportunity to transform ITSM

Service desk teams are under intense pressure to get BYOD right. If they succeed, the benefits will be far-reaching. By following the steps I’ve outlined in earlier posts, you can create a collaborative environment that delivers cost-effective...


BYOD step 5: self-service and collaboration

My last blog post discussed the fact that business can avoid the need for the service desk team to have detailed knowledge of every device, environment and app by encouraging staff, including users, to pool their individual knowledge in...


BYOD step 4: use existing knowledge and resources

Mobile technologies have proliferated to the point where it’s impossible for any service desk team to know every detail about every smartphone and tablet, the various operating systems that power them, and the applications that run on them. Not only...


BYOD step 3: define what you support

ITSM, for better or worse, has largely been about creating an absolute structure for managing business services: if action X takes place, process Y kicks in and leads to conclusion Z. Adopting the “stop, look and listen” approach to BYOD that I...


BYOD step 2: stop, look and listen

BYOD is a source of fear for many organizations, not least because it seems to threaten the service desk with a support burden that’s of unknown size, and potentially huge. In the past, the IT support team just needed to master a relatively simple...


BYOD Step 1: Acceptance

IS BYOD the scourge of the service desk, or could it become the saviour? If we look at how service desks have evolved over the years, surely this is just the next logical step? The reason why BYOD causes such a dilemma for service desks is that for...


Fear of the BYOD invasion

A study from Hornbill suggests 40% of the working population are already using unauthorized technology for work purposes. Different studies show different results, but the evidence for a BYOD invasion is all around us: tablets and smartphones,...


Collaboration tools: an integrated, unified approach is the way to go

There is now plenty of research to support the business value of collaboration – particularly in terms of productivity and performance improvements. Some of the evidence comes from analysts of the caliber of Aberdeen Group, or respected...

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.