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21 May 2008


Increase in psychometric testing identifies potential in recruits for Service Desk, now viewed as the start of a career path, cites research sponsored by Hornbill Systems and Service Desk Institute

The Service Desk affords real career prospects and growth opportunities compared to five years ago,according to recent research* jointly commissioned by the Service Desk Institute and Hornbill Systems, a leading supplier of enterprise service management software. The research cites that up to 50% companies now use psychometric testing on IT recruitment candidates, placing greater importance on an individual’s potential to grow within the organisation. There has also been more emphasis on personal skills when recruiting than qualifications, reflecting the importance of the ‘human’ side of the modern day IT service desk.

Organisations are also operating a policy of reward and recognition to motivate and retain staff. More than 57% are building this into their recruitment packages, against previously recorded figures of 37%. The resultant figures show that service desk staff are staying longer in their roles, with the research demonstrating that many staff view the service desk as a career path towards a technical career within the organisation.

According to Patrick Bolger, Chief Marketing Officer at Hornbill Systems; “The last five years have seen a shift in the role of the service desk. The delivery of business goals is often underpinned by the success of the IT infrastructure, which has elevated the importance of IT and the service desk to be central to an organisation’s success.

“While technology has been an enabler for many service desks to run successful support functions, there has also been recognition that the human touch – service desk personnel – is what delivers customer satisfaction. Good systems and working practices must support service personnel and empower a personalised service – but interpersonal skills are what counts. The successful career opportunities that have opened up reflect this change.”

The research also shows that many organisations are investing in IT staff training and development, demonstrating the long-term commitment to developing the workforce. Figures quoted report that there is a 300% increase in delivering structured and comprehensive training programmes.

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