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9 January 2008

Support and construction services company’s rapid growth by acquisition increases demands on IT service desk, procurement and asset management

May Gurney, the support and construction services company, has selected Hornbill’s Supportworks to provide IT support service to all staff. The company chose Hornbill’s solution to support its recent and planned future business growth, to enable the adoption of ITIL best practice and to help the service desk to provide a more efficient customer service. Since implementing Supportworks the IS team has improved call rate response and accommodated additional demand from new users as a result of the firm’s expansion.

Supportworks was selected after an evaluation process against twelve other service desk management products, for its ‘out-of-the-box’ templates and ability to support ITIL best practice, while being flexible enough to support the individual requirements of the business. The system replaced an Access database that the service desk has been using to track support calls and which was insufficient to meet the demand following rapid growth of the company.

“The business driver for implementing Hornbill’s solution was to provide an improved service,” explained Andy Couch, Service Delivery Manager at May Gurney. “As we have acquired new businesses, Hornbill’s Supportworks has enabled us to absorb new support requirements seamlessly. The support from the Hornbill team has been excellent – they committed to help us get the system up and running to meet our timescales and were true to their word.”

The IS team at May Gurney is now also using a Supportworks service desk for IT procurement, which represents a significant amount of IS resources. Since implementing the solution, the company has purchased the Supportworks Integration Connector for Centennial Discovery providing integrated Asset Management using their existing tools.

Following the success of Supportworks, its use is now being considered for use by the Facilities Management service desk. If adopted this will provide significant cost savings for May Gurney as it will simply be using a partitioned service desk running on the same Supportworks Enterprise Support Platform instance as their IT Service Desk.

Gerry Sweeney, CEO of Hornbill Systems commented, “Supportworks has been designed to support ITIL best practice and provide a centralised system which is ideal for growing organisations like May Gurney. Adopting ITIL enables routine processes to be handled more effectively – the support team is able to benefit from more efficient systems and accommodate additional support calls and users more easily. As May Gurney continues to expand, it is important that they can focus on their growth, once Supportworks is implemented, it is easy to deploy it into other functions within the organisation, without significant new investment.”



About May Gurney

May Gurney is an integrated support and construction services company providing maintenance and enhancement services to the highways, rail, utilities and infrastructure markets with the public sector and regulated sector customers. The company focuses on long-term relationships and has 3,850 employees. It delivers solutions through two business segments – Maintenance Services and Engineering & Project Services.

May Gurney was founded in 1926 and was involved initially in water and sewerage, sea defence and flood protection works and works for local authorities on the road network. Later pile driving was added and these civil engineering activities formed the basis of the company’s development over the next 30 years.

In the late 1950s, a policy of controlled growth and acquisition resulted in the formation of the May Gurney Group and over the following 30 years the Group has established itself as a major regional (primarily Norfolk based) civil engineering company for projects including airfield runways, roadways, dredging, piling, bridge building sewage treatment, road surfacing and surface dressing.

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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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