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2 October 2007

Museum plans to adopt ITIL best practice and improves customer service supported by new service management system

The Natural History Museum is using Hornbill Systems’ Supportworks ITSM Service Management solution to underpin service to over a thousand IT users at the prestigious Museum campus. The Museum’s IT department chose Supportworks ITSM for its support of the ITIL framework and the ability to integrate with its existing LANDesk Management Suite. Since implementing Supportworks ITSM, the IT team has improved its customer service, deploying its staff more efficiently to meet demand and using Supportworks ITSM to develop new Service Level Agreements.

Hornbill and SSI Computer Services Ltd, a Hornbill Authorised Reseller, worked together to integrate the systems over a period of six months, from initial selection to going live. Supportworks ITSM is now used alongside LANDesk® Management suite via a single unified console to manage service requests, incident handling and IT orders.

An integrated Customer Management Database (CMDB) contains all of the systems and user data the support team needs to track and resolve calls. The roll out of ITIL best practice will enable the IT team to work more efficiently, maximising the available resource. Using Supportworks ITSM the support team is documenting service level achievements with the aim of documenting realistic, achievable and appropriate Service Level Agreements

“We wanted a flexible system that we could integrate easily with LANDesk and other databases. Hornbill’s Supportworks ITSM offered us this functionality and we can customise it as we evolve our systems. Since implementing Supportworks ITSM we are moving towards more formal processes for dealing with problem management. Supportworks I|TSM’s proven ITIL certification has enabled us to adopt the framework gradually, enabling us to really improve our customer service without the disruption associated with a ‘big bang’ style implementation,” said Gavin Malarkey, IT Services Manager at the Natural History Museum.

The reporting functionality within Supportworks ITSM has also been particularly beneficial - the IT team is using call data in the reports to track calls and ensure resolution, as well as enable them to work out trends and plan resources more effectively.

Stuart Jennings, Sales Installation Engineer at SSI Computer Services commented: “Hornbill’s Supportworks ITSM provides a key component to the whole solution that the Museum’s IT department required. The integration with LANDesk has resulted in a seamless solution that enables the IT department to manage its entire network and support its internal customers efficiently and, in the future, proactively.”

Gerry Sweeney, Managing Director at Hornbill Systems commented, “Successful IT Service Management cannot occur in isolation of other systems and services and many organisations like the Natural History Museum require integration of the new with existing IT systems to optimise benefits. We have designed Supportworks ITSM to be both versatile and adaptable, while also providing a proven solution for service management, whatever the business it’s dropped into. Supportworks ITSM is built to enable customers to quickly realise the benefits of a structured approach to managing and tracking service issues, and where appropriate, start to adopt an ITIL best practice framework.”

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About the Natural History Museum

The Natural History Museum is both one of the UK most visited cultural attractions and an international leader in the scientific study of the natural world, promoting the discovery, understanding, responsible use and enjoyment of nature. Scientists at the Museum have been gathering knowledge for over 250 years and its vast collection of over 70 million plants, animals, fossils, rocks and minerals is used by more than 300 scientists in research into problems such as disease, climate change and threats to the Earth’s biodiversity.

Visited by 3.8million people last year, the backroom operations of the Museum play a vital part to its smooth running. The Museum has a staff of between 1200 to 1500 members, including a large number of visiting staff and voluntary researchers. The site itself extends beyond the museum areas open to visitors to incorporate the country’s largest research laboratory.

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About SSI Computer Services

SSI Computer Services Ltd was formed in 1998 through the management buy-out of the Integration side of a third party maintenance company. Initially providing a wide range of IT services from complete system upgrades and consultancy with a strong focus on Networking and Security, these skills remain in-house, however, the focus of the company has evolved into that of a Strategic Managed Service Provider. SSI is a Hornbill Authorised Reseller (only LANDesk Accredited Reseller in the UK) and a Microsoft Certified Partner.

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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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