The painless way to embed best practice into your way of working

ITSM professionals know that adopting ITSM best practice requires a significant investment in people, process, products and partners. Although ITSM best practices are needed to deliver services, and to make IT more effective and efficient, time and resources to adapt and improve are often in short supply.

Hornbill has drawn on decades of experience in ITSM, ITIL and other service management frameworks to provide modern collaborative technology that offers a more intuitive and simpler way to adopt and adapt best-practice. Service Manager enables you to introduce best practice naturally, cost-effectively, using a collaborative approach that enables teams to prioritize business outcomes over processes. By simplifying process design and automation, users don’t have to understand the precise workings of your processes to participate and get work done.

The result is a completely new and fresh approach to incident, problem, change, request fulfillment, knowledge, and service level management.

Incident management

Hornbill Service Manager uses progressive capture functionality that’s more intuitive for logging requests. Progressive capture allows specific request handling procedures and workflow to be associated with different processes and request types. Once the analyst has entered the user’s details, progressive capture presents different fields and options according to the information selected, providing guidance on the next question to ask the caller, and the relevant options that can be chosen in the next step. This functionality ensures that the right steps and actions are taken according to the process, service, and priority associated with each request.

Problem management

Although problem management is highly effective in reducing workload and fire-fighting at the service desk, it remains under-used by many IT organizations. Hornbill Service Manager makes it easier for analysts to identify and flag recurring incidents that warrant investigation by problem management. A problem can be raised directly from an incident record, and similar incidents are easily linked to enable investigation. As problem management investigates and updates problem records information about root-cause, known errors, and workarounds is cascaded to related incidents, keeping IT and customer stakeholders aware of status and progress information. In the event that change is required to resolve a problem, a change request can be raised from the problem record, and once successfully implemented, associated problem and incident records can be updated and closed automatically.

Change Management

Hornbill Service Manager provides functionality for management of the full change life cycle; from proposal and initial assessment, through to scheduling and post-implementation review. Incidents, requests, problem and configuration items can be associated with change records to enable tight control and auditing of the change schedule.

Change requests are classified according to risk and potential impact on service availability. According to the level of risk and complexity, change requests may need authorization from several people and authorizer groups. Change requests may have multiple stages, with many activities within each stage. With Hornbill Service Manager, every step can be defined, enabling requests to be routed, progressed and automated by configurable rules within the powerful graphical business process designer. A heads-up display provides instant status information at a glance, showing stage and tasks that have been completed and activities that are pending.

Templates are provided for different change types, providing a foundation for your change process and sufficient headroom for configuration to your exact requirements.

Request Fulfillment

Users can raise service requests against the services they are subscribed too. Definable underlying business processes manage the fulfillment steps for such requests. Process stages could include hierarchical authorizations, fulfillment tasks and activities, as well as automated notifications such as emails to stakeholders at key milestones / Checkpoints throughout the fulfillment process.

Service level management

The service level agreement (SLA) engine can be configured for different working hours and international time zones, Hornbill Service Manager makes it easy to manage service and support team performance. Service level timers automatically notify staff and escalate requests to ensure that action can be taken to prevent a breach of SLA targets.

Knowledge management

Although knowledge is the life-blood of most organizations, only a fraction of it is ever documented and cataloged. The most valuable knowledge exists in an unstructured form, frequently in people’s heads, and when employees leave the company, it’s lost forever.

If that knowledge could be captured and retained, it would be far easier to solve daily IT challenges, and could potentially transform the entire IT organization. However, it has never been easy to gather unstructured and tacit knowledge and make it accessible…until now.