Goldsmiths wanted to move away from an antiquated system that lacked key functionality and provided limited visibility of assets, users and ticket ownership.

In this short video, Michael Thomas, Service Delivery Team Lead, explains how Hornbill helps Goldsmiths:

Improve visibility of who is working on each ticket
Reduce duplicate tickets and unnecessary administrative work
Create workflows tailored to the university’s requirements
Use AI to turn technical agent responses into clearer user communication

Michael says: “I’d recommend Hornbill because it is very customisable. We’ve created workflows to do exactly what we want them to do.”

Watch the video to hear how Goldsmiths is using Hornbill to modernise service management, improve visibility and build workflows around its operational needs.

Goldsmiths, University of London