London, August 30 2012 Hornbill Service Management today announced that it has been positioned in the Gartner Magic Quadrant for IT Service Support Management (ITSSM) Tools. Published on the 20th August 2012, the global analyst organization’s report positions Hornbill for its ability to execute and completeness of vision.

Frank McIlroy, CEO of Hornbill Service Management, said, “We at Hornbill are delighted to be included in the Gartner Magic Quadrant.  We have worked to develop an IT service model which is proactive, delivers value throughout the whole business, and recognizes and addresses the key challenges to IT service departments. We will continue to innovate with our products, as well as expanding through an ongoing series of partnerships and customer wins across the globe.”

Hornbill Supportworks ITSM Enterprise v.3.4.2 was the Hornbill solution evaluated for the Magic Quadrant. Supportworks ITSM Enterprise is an integrated service desk solution which delivers a proactive support desk out of the box. It is fully integrated with Twitter, and offers full smartphone-based support, giving support desks more channels with which to interact with their customers.

Gartner's 2012 Magic Quadrant for IT Service Support Management Tools focuses on enterprise-class vendors who meet the Gartner criteria for inclusion, which includes the vendor’s ability to execute and completeness of vision.   Tools are assessed for functionality including:  IT incident, problem and change management, knowledge, self-service capability, automation and Service Level Agreement management.

Vendor performance is assessed through customer references and measurement of brand and mind-share, with analysis of client feedback to identify positive engagement with the vendor’s ITSSM tool. The Magic Quadrant also takes into account the vendor’s overall viability, sales and marketing execution and market responsiveness[1].

For more information on Gartner, or if you are a Gartner client and would like to access the report, please visit www.gartner.com.

[1] Gartner Magic Quadrant for IT Service Support Management Tools, Jeffrey M.Brooks, Jarod Greene. 20 August 2012.  Gartner ID number for the report is G00231576.