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1 July 2008


IT team increases SLA success rate from 60% to 92% with Supportworks ITSM service management solution

Halliwells, the fastest growing commercial law firm in the UK, with offices in Manchester, Liverpool, London and Sheffield has selected Hornbill’s Supportworks ITSM, the service management solution for its IT service desk. The IT team uses Supportworks both for the service desk and as a key management tool to administer effective IT support to over 1000 staff. The system also played a central part in the success of the recent move of over 750 staff to Halliwells’ new flagship headquarters in Manchester.

Halliwells short listed potential suppliers to two and selected Hornbill’s solution over Touchpaper for its advanced functionality, its ITIL compatibility, user friendly interfaces and reporting features. The firm intends to apply for ISO 20000 certification before the end of the year, and is now almost halfway towards achieving this goal.

“Hornbill’s Supportworks ITSM ticks every box for us,” said John Salt, Head of IT Services at Halliwells. “We are using it for all aspects of our IT service management – not least incident, problem and change management. We have seen significant efficiency gains since using the system.

“We reviewed other solutions, but really liked Hornbill’s product. It was the most advanced tool that could give us everything we wanted. Before Supportworks ITSM we had only about 60% success in meeting our SLAs. Now we are meeting them at levels of 92% - which of course has a direct benefit to the business as users experience less disruption to their work.”

Halliwells also used Supportworks ITSM to assist with the management of a recent office move when the staff from five existing offices were relocated to its flagship headquarters in Manchester. Training staff were deployed in the office move to provide frontline IT and facilities support using Supportworks ITSM, while the 30 strong IT team provided technical support on each of the building’s eight floors, with a central team dealing with escalation issues.

Gerry Sweeney, CEO of Hornbill Systems commented, “Hornbill’s Supportworks ITSM has all of the built-in functionality and user friendly interfaces to enable a service desk to be quickly up and running. Its flexibility enables IT teams to deliver effective service to support large numbers of users for different IT requests. By adopting ITIL and smarter working practices many IT teams find that they are able to achieve more without needing to increase staff or costs.”


About Halliwells
Halliwells is the fastest growing commercial law firm in the UK, with offices in Manchester, Liverpool, London and Sheffield. The firm has grown rapidly in recent years, with considerable investment in technology, including case management software.

While still a legal partnership, the Firm is structured and managed according to the best principles of Corporate Governance.

For more information about Halliwells, please visit:

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