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Council adopts ITIL best practice to improve service delivery.

Rushmoor Borough Council has selected Hornbill Systems’ Supportworks ITSM Service Management solution to manage its IT services and support. Supportworks was chosen as an established system that is ITIL certified (Pink VerifyTM Enhanced), enabling the IT team to follow Service desk best-practice following ITIL standards. Rushmoor’s IT Staff will be able to provide improved response to end users, with a single telephone help number and email address for all IT queries.

Hornbill’s solution was chosen following a formal competitive tender with several other products. Following selection, the Council was impressed by Hornbill’s implementation and project management approach. The approach followed proven best practice methodologies, whilst being adaptable to meet the Council’s practical project delivery requirements and timescales.

“We now have an excellent service desk that can use the ITIL best practice framework pragmatically and which is supported by a proven system. It is pivotal to improving the IT customer service delivery desired by Rushmoor Borough Council,” said Nick Harding, Head of IT Services at Rushmoor Borough Council.

The reporting functionality within Supportworks will also be beneficial to the IT team, enabling them to use data to track calls and ensure resolution of problems, measuring performance against agreed SLAs. They will also be able to work out trends and plan resources more effectively, as part of the planning required to meet the Council’s strategic goals.

Gerry Sweeney, Managing Director at Hornbill Systems commented, “Local Government has placed customer service at the top of its agenda and we’re delighted that Supportworks is helping so many local authorities to meet their goals. By adopting Supportworks, Rushmoor Borough Council is joining a large and growing community of Hornbill clients in the public sector who are willing to be accountable to their internal and external customers and are focused on providing them an excellent service.”

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About Rushmoor Borough Council

Rushmoor Borough Council provides services for Aldershot and Farnborough, while Hampshire County Council provides services for the whole of Hampshire. Rushmoor’s services include responsibility for housing, parks and outdoors, cemeteries and crematorium, rubbish and recycling, pest control, planning and street furniture for the area.

Rushmoor has a population of around 90,000 and covers an area of 3,900 hectares. Aldershot world-famous as the home of the British Army. Farnborough’s main claim to fame is the biennial International Air Show, held on the site of the birthplace of flying and aeronautical research in Britain.

The Borough of Rushmoor was created in 1974 by the combination of Aldershot and Farnborough and the military town which lay between them. Beyond the Borough is the County of Surrey.

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About Hornbill Systems

Hornbill Systems delivers market leading Service Management solutions that enable organisations to automate business processes and provide first class customer service. Drawing on a decade of experience, Hornbill has packaged a number of applications designed for rapid deployment within any employee or customer service support environment. Solutions are available for IT Service Management, Facilities, HR/Payroll, as well as a broad range of Business, Consumer and Citizen Response service desks. Hornbill’s foundation product, Supportworks ESP can address the individual requirements of multiple business units, significantly reducing costs by providing a consolidated Service Management solution.

In 2005 Supportworks won the HDI awards for “Best Business use of Support Technology” with Sharp Electronics and “Support Excellence Award for Smaller Helpdesks” with Camelot.

For more information about Hornbill’s solutions please visit

For Company and editorial information contact:

Ann James
Hornbill Systems
Tel: 0208 582 8223

Andreina West
PR Artistry
Tel: 01491 639500

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