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8 May 2008


IT service departments twice as involved in business from five years ago, with 74% organisations measuring internal customer satisfaction rates, cites research sponsored by Hornbill Systems and Service Desk Institute

IT service departments are twice as involved with business today, compared to five years ago, claims recent research* jointly commissioned by the Service Desk Institute and Hornbill Systems, a leading supplier of enterprise service management software. According to the research, the increased profile of IT within the business has been reflected in the new role of the service desk. In many cases with today’s organisations’ dependence on technology, IT service management and the service desk are being raised to boardroom status, with 65% of businesses having IT representation at board level, compared to 58% five years ago.

There has also been a significant increase in IT involvement in business planning, with nearly double (56%) of IT departments now involved in the process, compared to five years ago (31%). The research has identified that the role of the service desk has grown with the numbers of support desk staff almost doubling to meet extended round the clock, dedicated support demands. Technology has facilitated the expansion of the service desk role, making it easier to track and measure service delivery. The research states that 74% of organisations now measure internal customer satisfaction as a key performance indicator, compared with only 30% five years ago.

According to Patrick Bolger, Chief Marketing Officer of Hornbill Systems; “In the last five years we have seen IT change from being an outside function to one that is core to the business. Users throughout organisations are dependent on IT to work, which in turn has increased visibility of systems, problems and the IT teams.

“This dependency has raised the profile and growth of IT as a business function, with a real human interface. At the recent 2008 Service Desk and IT Show we talked with many visitors who have recognised the importance of integrated service desk solutions. They were looking for systems and tools that could help meet their business requirements, provide a much improved, effective service and also enhance the working environment and job satisfaction for their IT staff.”

Service desk data and workflow systems are also enabling organisations to work smarter with improved processes and adoption of best practice. Many companies have also invested in more training and development of service desk employees, introducing staff reward and recognition programmes to improve retention and career opportunities.

Copies of Hornbill’s new White Paper; “The Changing Face of the IT Service Management Profession” are available direct from Hornbill Systems, please contact Hornbill’s Marketing Department on 0208 582 8223.

* “The Changing Face of the IT Service Management Profession”, a new White Paper commissioned by Service Desk Institute, Service Desk & IT Support Show and Hornbill Systems. Published April 2008, Author, Brian Wall.



About The Service Desk Institute

SDI is the new driving force for the ITSM and service desk industry with a vision of being recognised globally as the professional body that drives exceptional IT service and support. As the leading authority on Service Desk and IT support related issues, SDI will enable organisations to enhance the value of business and IT integration through exceptional IT service and support. SDI is responsible for
setting global industry standards, delivering thought-leadership and knowledge, and influencing service improvement for individuals and organisations. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community. It members span numerous industries and include, AOL (UK), Barclays Bank, Computer Associates, ITV, O2, T K Maxx, United Biscuits and E.On.

Further information about SDI can be found at

About Hornbill Systems

Service Management software from Hornbill enables organisations to provide excellent customer service while benefiting from the economies of consolidation on a single technology platform. Supportworks’ service desk templates are designed for rapid deployment within any employee or customer support environment, including ITIL-compatible IT Service Management, IT Helpdesk, Customer Service, HR and Facilities Management with the flexibility to build additional desks at minimal extra cost. Hornbill’s software supports thousands of commercial and governmental sites worldwide. Hornbill Systems was founded in the UK in 1995 and has US offices in Dallas and New York.

High profile customers include Atos Origin (Athens Olympics 2004, Torino Winter Olympics 2006 and Beijing Olympics 2008), Buckinghamshire Hospitals NHS Trust, London Borough of Waltham Forest, Greggs, London Metropolitan University, RSPB, Chubb Insurance, House of Fraser, Halfords, The National Archives, and 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

This press release was distributed by ResponseSource Press Release Wire on behalf of PR Artistry Limited in the following categories: Computing & Telecoms, for more information visit