Hornbill Service Management today announced that Peak 10 Inc, a Managed Services and Cloud Provider, has implemented Supportworks ITSM Enterprise to enhance the responsiveness of its service desk teams. Following an extensive evaluation of competitive ITSM solutions, Peak 10 selected Hornbill due to the flexibility of the Supportworks ITSM platform and its easy-to-use, intuitive user interface. Supportworks ITSM Enterprise replaces Peak 10’s existing ticketing solution, enabling improved management of service desk issues raised through its internal monitoring tool, email alerts and phone calls.
“Customers see our managed and cloud services as a critical component of their IT infrastructure and one of our big differentiators in this market is the quality of our support. This is why our service desk team is at the frontline, ensuring customers have a great experience with our services,” said Dan Wixon, SVP of Services at Peak 10. “Because our business has grown, we required a solution that could meet the expanding needs of the service desk. For example, we needed the ability to associate incidents with customers or know which service issues needed prioritizing. In order to maintain our strong customer focus we made the decision to move toward a full ITSM platform. Following an extensive review of key solutions in the market we selected Hornbill Supportworks ITSM Enterprise.”
Peak 10 reviewed over 18 vendors in the ITSM software space and assessed these solutions based on a range of criteria. For example, vendors with purely Software-as-a-Service (SaaS)-based offerings were rejected due to concerns around compliance. As the company works with a number of financial organizations a compliance officer would need to conduct regular audits of a SaaS vendor, which would be costly and time-consuming. After a company-wide review of other solutions based on factors including functionality, licensing and speed of implementation, a unanimous decision was made on Hornbill Supportworks ITSM Enterprise.
Wixon added, “In addition to the ease-of-use of Supportworks ITSM Enterprise, we were particularly impressed with the flexibility of the platform. For example, the openness of the database that underpins the software coupled with its general intuitiveness has allowed us to quickly integrate our existing Self Service portal into the service desk. There’s also some nice integration with our internal infrastructure monitoring tool, which means the service desk team has an enhanced process for identifying, prioritizing and resolving problems. Ultimately, we now have a far better approach to measuring the effectiveness of our service desk and achieving our ultimate goal of improving responsiveness.”
Peak 10 implemented Hornbill Supportworks ITSM Enterprise v.3.2 on June 19, 2011. This latest version includes new features such as Twitter integration and Smartphone-based support alongside ITIL-compatible enhancements including user authorization and task setting, as well as Configuration Management Database (CMDB) enhancements.
