Supporting your ITSM journey

Chaos

Value

Hornbill overview

Service Management software• Helping IT deliver business value

• Service delivery with the Human Touch

• Ease of customization & use

• Enterprise performance, mid-tier pricing

• >600 Globally

• >95% Retention rate

• Independent Survey by SDI in 2009

― 100% “Happy to work with Hornbill again”

― 100% “Measurable improvements to our business”

• Hornbill Enterprise Services Platform • Service Desk Consolidation

• Internal / External

• Supportworks IT Essentials

• Supportworks ITSM Foundations

• Supportworks ITSM

• IT Service & Support Technology Supplier of the Year 2008

• Best Business use of Support Technology

Customers

Awards

Technology

Our offering

Consultancy & Technology

•Accenture

•Atos Origin

•Basilica

•BT

•Virgin Media

Local Government

•Surrey County Council

•Wigan Metropolitan Borough Council

•Plymouth City Council

•Royal Borough of Kensington & Chelsea

•Sevenoaks District Council

Consumer, Travel & Utilities

•BBC

•Arriva

•Geest

•Pepsi Cola

•Biltmore Company

•Seattle Times

Financial & Business Services

•Chubb Insurance Company

•Countrywide

•Allianz

•Mesirow Financial

•Proskauer Rose LLP

Education

•University of Nottingham

•Sheffield University

•University of Cambridge

•Drew University

•University of Colorado

Retail & Manufacturing

•Camelot

•Greggs

•Du Pont

•MJ Gleeson

•Half Price Books

•Aston Martin

•Carpetright

•House of Fraser

•Claires Accessories

Government & Health

•Ministry of Defence

•Sussex Police

• Scottish Environmental Protection Agency

•Home Office

•RAF

•Greater Manchester Fire

•Middlesbrough NHS PCT

•Northumbria NHS Trust

Hornbill Customers

Supporting your ITSM Journey

- Knowledge

- Service Level

- Change

- Problem

- Incident

- Asset

- Financial

- Service Portfolio

- Service Catalog

- Request Fulfilment

- Release & Deployment

- Availability

- Service Asset & Configuration

ITSM Journey Successes

• Top ranking Manhattan law firm

• Little or no business backing for ITSM initiative

• Very limited budget

• Supportworks deployed within 2 weeks

– ITSM costs reduced by hundreds of thousands of dollars

– Reduced overall call volume by 20%

– Increased first time fix rate by 30%

– Reduced service outages by 40%

– Double digit increase in customer satisfaction levels

– Increased service availability adds $3m to bottom line.

Bite-Size Successes

• Limited menu restaurant sector - $ 23bn sales

• Supportworks deployed for several service desks – IT, Support Services and Accounts

• Hornbill customer for 8 years – recently upgraded from help desk to service desk

– Top 10 incidents – one product generating 400 calls per month

• Incidents reduced from 400 to 100 per month, saving $ 90k per year on support of a single product

– Problem management enables incidents to be resolved Permanently

– Change requests reduced significantly through rejection without appropriate business approval, saving $ 1,400 per request.

McDonaldMcDonald’’s Restaurantss Restaurants

ITSM Journey Successes

• World’s largest privately owned global property agency

• Manages $ 700bn of real estate

• Supportworks deployed within one week

– 75% of all incidents now logged via SelfService portal

– 50% decrease in telephone calls to the service desk

– No need to replace 2 temporary staff

– 97% of all incidents responded to within 5 minutes.

ITSM Journey Successes

• Worldwide IT Partner for the Olympic Games• Supportworks deployed out-of-the-box (1 week) for Athens 2004 Olympic

Games– 750 concurrent user service desk 24/7– Deployed for subsequent Olympic Games– Turin 2006– Beijing 2008– Vancouver 2010– London 2012

“Hornbill not only met, but exceeded our expectations”

Supportworks - ITSM with the Human Touch

Supportworks

Service Management Software

with

The Human Touch

Bite-Size Offer

Supportworks ITSM Foundations

– 5 Concurrent User Licenses

– Customer SelfService Portal

– Quick Start Implementation Package

– Quick Start Education Package

– One year’s Support and Maintenance

List Price = $ 33,995

HDI Speaker Tour = $ 19,995 - Limited Offer

Deployed and live in one week!!!