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7 November 2007

Mental Health Teaching Trust streamlines IT services and supports two PCTs with centralised service desk and ITIL processes

Humber Mental Health Teaching NHS Trust has selected Supportworks ITSM from Hornbill Systems, for use by its centralised service desk. The support desk has 18 staff using Supportworks ITSM to log, track and resolve calls from over 6500 users and 3500 devices across Hull Teaching PCT, East Riding of Yorkshire PCT and the Humber Mental Health Trust. The organisation chose Supportworks ITSM for its ability to support new and existing ITIL processes and two–stage closure (whereby the customer also confirms the call is closed).

Following user and in-depth evaluation of six competitive products, Hornbill’s solution was selected for its out-of-the-box reporting functionality and its ease of use. The Trust required a solution that enables the IT team to provide a centralised service desk that can deliver different levels of service to its clients, working to specific SLAs. The IT team provides infrastructure support to Hull Teaching PCT, infrastructure and desktop support to East Riding of Yorkshire PCT and a full IT support service to Humber Mental Health, also acting as their IT service agent.

According to Adrian Purcell, Head of IT Services at Humber Mental Health; “We wanted to be able to provide a shared IT service that also delivers specifically what each client requires. Since implementing Hornbill’s solution we have been able to run one helpdesk that can work to different SLAs and provide an improved, specific service to each business, rather than an averaged service for all.

“We can now implement new business processes that are ITIL compliant and access meaningful information that enables us to better plan resources and work more efficiently.”

Gerry Sweeney, Managing Director of Hornbill Systems commented, “Humber Mental Health is now one of many NHS clients that have selected Supportworks ITSM to deliver a service infrastructure meeting the requirements of the National Programme for Information Technology.

“Supportworks ITSM provides the ideal solution for organisations that are acting as agents to other businesses, enabling them to maximise efficient ways of working by centralising support resources and adopting ITIL compliant processes. The ability to partition data and recognise user groups enables the service desk to meet SLAs across different businesses, as well as use the call data to meet targets and pro-actively plan support.”



About Humber Mental Health Teaching NHS Trust

Humber Mental Health NHS is a Mental Health Trust providing services for people with mental health problems, learning disabilities and addictions.

It provides these services mainly to the City of Hull and the East Riding of Yorkshire, a population of nearly 600,000 living in urban, rural and coastal areas. It also provides some services to parts of the North and North east Lincolnshire and North Yorkshire and some specialist services nationally.

The Trust provides services in a number of settings: patient’s homes, day centres, day hospitals, health centres, clinics, local authority premises and in-patient units. More specialised care is provided by the psychiatric intensive care unit and forensic services, including in-reach in local prisons.

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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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