Supportworks Software Integrates with the Unified Knowledge Platform to Improve Time to Service Desk Effectiveness

London, UK and Edison, NJ USA – 9th January 2012: Hornbill Service Management and RightAnswers, Inc. today announced a strategic partnership to enable enhanced knowledge management with Hornbill Supportworks ITSM software. This relationship brings the full power of the RightAnswers Unified Knowledge Platform (UKP) to Supportworks customers, integrated into the self service and support analyst consoles.

“Pressure to maintain service levels without adding headcount remains an ongoing driver for most IT organisations. Web self service has become a powerful tool: enabling service desk teams to provide a faster, more convenient service by empowering end users with the ability to address common issues themselves,” said Frank McIlroy, CEO of Hornbill Service Management. “Our partnership with RightAnswers accelerates self service strategies by ensuring an extensive library of knowledge that end users can tap from day one. When looking for the right partner to deliver this best in breed knowledge management platform, the clear choice was RightAnswers. They have a proven solution and methodology in use by over 400 organizations world-wide.”

The RightAnswers Unified Knowledge Platform is deployed from the cloud and integrates directly with Hornbill’s Customer Portal and Service Desk Analyst screens. Due to the Unified Knowledge Platform being a cloud-based subscription, it requires little additional resources on the part of the customer. As part of the UKP, customers receive the full platform which includes RightAnswers Email Response, RightAnswers Mobile, RightAnswers Knowledge Explorer and, among other components, RightAnswers Knowledge Paks®: a library of over 150,000 solutions covering over 300 off-the-self software titles. Through the RightAnswers Solution Manager the library can be augmented with an organisation’s own in-house knowledge, allowing them to build up a store of information honed to their specific needs and IT services.

“We are excited about partnering with Hornbill to bring their customers a knowledge management platform to enhance the effectiveness of their service desk,” said Jeff Weinstein, President and CEO, RightAnswers, Inc.. “Hornbill’s Supportworks software has a strong reputation for offering both service desk teams and their end users an easy-to-use and friendly interface. With our open architecture our UKP is easily integrated into Supportworks, providing analysts and end users a familiar experience with enhanced functionality. We look forward to working closely with Hornbill to evolve our joint offering and increase the efficiency of and user satisfaction with the service desk.”