Service Manager Simplifying modern ITSM

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Miles Dorsey
6 years ago
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1 Service Manager Simplifying modern ITSM

2 Hornbill Service Manager helps organizations to modernize IT Service Management by adopting Collaborative ITSM. This fresh approach blends the most effective principles from traditional best-practice, with innovative collaborative technologies to deliver a better experience for customers, a shorter route to value, and better working practices for IT staff. Hornbill Service Manager combines two decades of experience in ITSM with the power of new collaborative technology, to deliver innovative incident, problem and change management alongside request fulfillment. Modernizing Service Management With a user-friendly, intuitive interface that allows users to get on with their jobs, without any training, service desk teams are empowered to achieve great results in terms of customer experience and satisfaction. Service Management teams can easily: Engage with customers. Collaborate and communicate efficiently, sharing information and solving problems jointly. Transform customer experience by adjusting quickly to change and delivering continual improvement. Manage incident related tasks with Activities - see them consolidated with your other business collaboration activities.

3 Key features Intuitive and easy to use Simple yet capable Business Process Automation Graphically design your processes Head up Display Current status at a glance Role Based Easily manage rights and permissions for users Progressive Capture Adapts to unique service scenarious Global Search Simple centralized searching Dashboards Empowered decision making Customizable Self Service Simple configuration settings Access Anywhere Cloud based solution Best Practice Drawn from 2 decades of ITSM experience Any Language Remove language barriers in real time Notification & Messaging Stay informed Hornbill App Store Powerful line of business solutions Continuous Deployment Always up to date Upgradable Customizations Keep all of your customizations Boards Visually organize requests Analytics Trending and performance measures Reporting Effective and simple report creation Mobility Always connected Why Hornbill Service Manager? Innovative approach to incident, problem and change management including user Self Service. Improved access to information enables collective action and faster resolution. Feature-rich mobile app. Intuitive applications based on social principles provide an easy user interface. Built on an advanced cloud-based collaboration platform, with powerful workflow orchestration to simplify and automate your business processes. Cost-effective subscription pricing and rapid implementation via the cloud. Free implementation.

Incident Hornbill Service Manager has an intuitive call-logging process that allows analysts to quickly and accurately gather data in a way that makes sense to them.

incident resolution. The beautifully simple user interface is instantly familiar, enabling analysts to collaborate, share knowledge and use features naturally, without any training.

4 Incident Hornbill Service Manager has an intuitive call-logging process that allows analysts to quickly and accurately gather data in a way that makes sense to them. Progressive Capture functionality improves ease of data input with the flexibility to define how requests are logged, what questions are asked and which fields are shown, guiding analysts to faster incident resolution. The beautifully simple user interface is instantly familiar, enabling analysts to collaborate, share knowledge and use features naturally, without any training. Problem Boards Boards transform lists to provide a graphical experience and facilitate visual management. Users can define boards with multiple lists (Lanes) to reflect the stages of any given process. Request cards can be added automatically from business processes or manually to any list on a board. Request cards can be moved manually or automatically from one list to another on a board as it moves through its request lifecycle. This provides users and management with a real time view of all requests, their current progress through process stages and identifies team members that are responsible for task completion. Analysts can raise a problem from an Incident and link any other related Incidents to it. As they investigate the problem, they can record symptoms, diagnosis and workarounds, link assets, promote known errors and raise change requests. Collaborative features make it easy for teams and individuals to share expertise and capture knowledge as work gets done. Change Effective change management demands a solid understanding and delicate balance between impact, risk and priority to move at the speed of the business. Once these attributes have been defined within Hornbill Service Manager change requests are automatically routed according to configurable rules defined within a powerful graphical business process designer. Changes types are easily configured with different stages, checkpoints and levels of authorization. The heads-up display provides complete transparency and instant visibility of the status of each change. Stakeholders who follow a change will receive immediate notifications as it progresses through its lifecycle. Request Fulfillment Users can raise service requests against the services they are subscribed to using the configurable request catalog. Definable underlying business processes manage the fulfillment steps for such requests. Process stages can include hierarchical authorizations, fulfillment tasks and activities, as well as automated notifications to stakeholders at key milestones and checkpoints throughout the fulfillment process. Reporting Hornbill Service Manager s reporting allows the user to create reports using measures, widgets and scorecards. The intuitive report designer makes adding filters, sorting data, and publishing easy and simple to do. Widgets, Dashboards & Slideshows Definable widgets are easily created to form the building-blocks of role based dashboards. Hornbill Service Manager s dashboard designer allows widgets to be added using an intuitive drag and drop interface enabling multiple dashboards to be created easily. Individual dashboards can be made available for wall boarding, and multiple dashboards can be displayed on a wallboard using slideshow views. Asset Management Hornbill Service Manager provides standard asset classes and empowers customers to define their own asset types easily and with attributes which are specific to their needs. Relationships can be defined between services and underpinning assets and viewed graphically enabling visibility of dependencies and impact. Hornbill Service Manager integrates with industry-standard asset and discovery tools, enabling organizations to leverage their investment in existing third party applications. Non networked assets such as smart phones and tablets can also be managed, with ownership and financial attributes definable across all asset classes. Analytics Hornbill Service manager provides users with robust analytic capabilities. Through its powerful trending engine users are able to define measures to look at performance against targets over time. Color based indicators show current and historical achievement against targets with sparkline graphics that measure performance and indicate trends. Measures can be added to scorecard widgets and used on both role based dashboards and slideshows, as well as being available for consumption in traditional reporting.

Customizable self service and request catalog With a customizable self-service, request catalog and FAQ s, users can truly help themselves to a better service experience.

FAQ s offer valuable information and advice to drive faster resolution of issues and fulfillment of requests.

IT professionals benefit from a collaborative, mobile environment, with familiar features such as following and mentions, which make Hornbill Service Manager as intuitive and fun to use as their

Users can type in their preferred language and use real time translation capabilities, enabling dialogue and collaboration between people who don t share a common language.

5 Customizable self service and request catalog With a customizable self-service, request catalog and FAQ s, users can truly help themselves to a better service experience. The configurable request catalog offers a simple way to automate service delivery for your most common requests. FAQ s offer valuable information and advice to drive faster resolution of issues and fulfillment of requests. Enabling the future of work Hornbill Service Manager is optimized for today s ITSM professionals where disparate teams can share expertise and work together irrespective of location or language. IT professionals benefit from a collaborative, mobile environment, with familiar features such as following and mentions, which make Hornbill Service Manager as intuitive and fun to use as their favorite consumer applications. Communication without boundaries Hornbill overcomes language boundaries. Users can type in their preferred language and use real time translation capabilities, enabling dialogue and collaboration between people who don t share a common language. Customers, analysts and co-workers in different locations, or countries, can easily work together following best-practice processes so issues get resolved faster. Service bulletins enable important announcements and status information to be displayed when users access the portal. With a single click, users can advise that they are impacted by a service outage to minimize the load on the service desk during busy times. Access Anywhere Hornbill Service Manager is available from the Hornbill Mobile app, enabling people to work together no matter where they are. On-the-go collaboration means you can view and progress requests, ask questions and engage with your colleagues anytime, anywhere, in any language. Process that empowers rather than constrains Hornbill s powerful business process designer enables configuration of operational processes yet the people who work to complete these processes are shielded from any complexity. Unique task-orientated workflow orchestration drives human and automated tasks, streamlining the process of getting work done while removing the need for most workers to have a detailed understanding of the process. Rapid time to value Language is no longer a barrier. Users and Analysts in multiple countries? No problem true multi-lingual support is now a reality. Our free implementation services provide the configuration needed to get you up and running with no fuss, complicated and expensive installs or consultancy services. Hornbill also delivers continuous software updates without service disruption so undertaking complex upgrades or being stuck on an old software version becomes a thing of the past.

6 More than 30,000 users trust Hornbill 30,000+ analysts use Hornbill solutions to manage service delivery every day. For two decades, service desks around the world have used Hornbill solutions to manage IT service delivery and customer service proactively. Hornbill is committed to enabling customers to modernize ITSM, and address the new challenges and opportunities that are brought about by the growing pace of change and the consumerization of technology. Discover how Hornbill can modernize your IT Service Management. Rethink ITSM Hornbill Apollo, Odyssey Business Park, West End Road, Ruislip, HA4 6QD, UK t: +44 (0) e:

AGILE ITIL SOFTWARE. Data Sheet AGILE ITIL SERVICE DESK AND ITSM JUMP START YOUR SERVICE DESK ITIL CERTIFIED PROCESSES WHOSE ITIL?

AGILE ITIL SOFTWARE. Data Sheet AGILE ITIL SERVICE DESK AND ITSM JUMP START YOUR SERVICE DESK ITIL CERTIFIED PROCESSES WHOSE ITIL? Data Sheet ITIL AGILE ITIL SOFTWARE AGILE ITIL SERVICE DESK AND ITSM Bring agility and control to your IT service operations and deliver exceptional service to customers across the enterprise with Agiloft