Collaborating on a problem
Optimizing the value of your ITSM operations

Switching focus from ‘keeping the lights on’ to innovation and proactive service delivery is difficult transition for any IT group to make. IT groups that cling to a traditional operational approach, with metrics centered on management of failures, face stiff competition from a growing number of third party service providers.

As businesses demand an ever increasing number of services, faster delivery and tighter cost control, IT groups must look for more innovative ways to eliminate low-value IT interactions and create capacity for initiatives that deliver real business value.

With Hornbill Service Manager, IT groups can provide faster resolution, prioritize work that’s most important to the business, and communicate how improvements to IT services relate to delivering better outcomes.

Hornbill Service Manager provides the ITSM team with the ability to listen to customers and proactively engage the user community

Businesses often perceive IT in a supporting role with an operational focus, and a result, business strategy and goals are not shared with IT groups. With limited understanding of the objectives and goals of business units, it’s a struggle to demonstrate how IT contributes to business value. Resource strapped IT groups have little capacity to spend time with business units and must seek new and effective ways that enable them to understand customer challenges and needs.

Hornbill Service Manager helps IT groups to get involved in business discussions. As users openly discuss their challenges and needs in Workspaces, IT gets a better understanding of real business challenges and can contribute with advice on how technology can be used to deliver better business outcomes. As users engage in peer-to-peer support, IT also gets a clearer picture about personal devices and user needs, and can consider offering officially supported alternative services.

By delivering collaborative spaces for users to talk about what they want from IT Service delivery teams are able to give users a say in proposing and planning services. In doing so they will be less likely to go off and find their own “Shadow IT” solutions to business problems and more likely to engage with what IT provide. IT is there primarily to listen rather than to talk, and can gather valuable information about user needs that can be used in planning – these informal approaches provide an essential complement to the usual projections derived through traditional planning processes.

Collaborative ITSM brings IT and business units together, enabling them to share ideas, documents and projects, and work on common business goals with greater visibility and transparency.

  •  Participate in the conversations and take preemptive action where they spot an imminent problem.
  •  Capture ideas and requirements to continually improve and be proactive in better aligning the services we provide to your customers
  •  Retain control over “Shadow IT” solutions and BYOD - minimizing risk and adding value.
  •  Provide greater value to the business and IT consumers helping lower the risk of IT outsourcing
  •  Be seen as proactive, agile and fast to respond to changing business needs
Enlarge your ‘team’ and enable them to shift the focus from the mundane to the complex

The ability to adopt a collaborative approach to ITSM drives efficiency and cost reduction. Through the adoption of peer to peer support models, lower costs, faster resolution and the more efficient working practices, Service Desk teams can help deliver greater value and support increased business agility.

  •  Improve the customer experience, significantly reduce costs and increase productivity simultaneously.
  •  Devote more resources to efforts which grow the businesses and encourage innovation
  •  By utilizing informal engagement strategies as well as formal requirements capture processes you are seen to be more proactive in supporting business needs.