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12 March 2008

Leading global insurance company adopts ITIL best practice

Chubb Insurance Company of Europe (Chubb Insurance) upgraded to Supportworks ITSM, the comprehensive ITIL- compatible service management software from Hornbill Systems. The organisation is a longstanding user of Hornbill’s Supportworks IT Helpdesk software, providing centralised support to internal users in Europe and as far flung as Asia Pacific and Australia. Over 30 staff in the service desk provide IT and communications support for users of its main business applications, reducing downtime and enabling the insurance service desks to provide improved customer service. Adopting ITIL best practice will also enable it to meet the strict Sarbanes-Oxley (SOX) legislation issued for financial institutions trading in the US.

“We were looking to improve our working methods and wanted to adopt the ITIL methodology and best practice. Supportworks ITSM enables us to do this,” said Keith Brewer, IT Support Manager for IT Infrastructure at Chubb Insurance.

“Upgrading to Supportworks ITSM has allowed us to embrace best practice methodology in our working processes. The transparency of our operations has enabled us to provide a much more efficient support service that directly benefits the end customer. For instance, at month end the IT service desk works with the business users to identify process claims and policies that have been rejected by the system, in order to secure more premiums, increasing revenue for the company. It’s a great example of one of the ways Supportworks ITSM has allowed us to deliver the benefits of ITIL to the business.”

The service desk provides a frontline service to support the company IT infrastructure - servers, networks and Lotus Notes. Calls are logged and may be handled immediately, or passed on to second or third line support. Particular bugs or issues are passed onto the in-house development teams who have written the business specific applications used to issue policies. In all cases, the service desk owns the call and manages it through to closure.

The IT team is currently using incident and problem management within Supportworks ITSM and change management will be introduced at a later date, once fully configured against the organisation’s processes. As a global financial institution, the organisation must comply with Sarbanes-Oxley (SOX) legislation, which mandates the provision of detailed audit trails showing access to financial systems.

The team is also currently piloting Supportworks’ web self-service option, which allows end-users to log calls, view call status and search the support knowledge base themselves, providing further transparency and improving communication between IT and the customer.

Gerry Sweeney, CEO of Hornbill Systems commented, “A centralised IT service desk can greatly help organisations to streamline working practices and improve efficiencies, however disparate the locations they support. Adopting ITIL best practice can also bring quantifiable business benefits. Supportworks ITSM supports the service desk in its provision of first class support to users throughout the organisation. In instances where customer facing staff rely upon reliable and efficient systems to service clients, this can directly benefit business operations.”



About Chubb Insurance

Chubb Insurance Company of Europe S.A. (Chubb Insurance) provides specialist commercial and personal lines products through independent brokers. It is part of the NYSE-listed Chubb Corporation. With more than 30 offices in twelve countries, Chubb Insurance consistently earns high ratings for financial strength from the leading credit rating agencies.

Further information on Chubb can be found at

Chubb Insurance is not affiliated with Chubb plc Security.

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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