11 December 2008
FFASTFILL USES HORNBILL’S SUPPORTWORKS ITSM TO MEET DEMANDING SLA TARGETS
Leading application services provider invests in IT service management software to provide global support to clients
FFastFill, a publicly-owned company that designs and delivers application services for the electronic trading community, has invested in Hornbill’s Supportworks ITSM as its IT service management solution. FFastFill operates across specialist operational centres in London, Sydney and Chicago and a software development centre in Prague. The 50–strong support team uses Supportworks ITSM to provide global support to external clients with up to 40 concurrent users of the system at any one time. Since implementing Supportworks ITSM, FFastFill claims an improved customer support service and delivery against its Service Level Agreements.
According to Rob Walton, Global Technical Service Manager at FFastFill; “When a client signs an application service contract with FFastFill we take on the responsibility for all the software, hardware, access network and exchange connections necessary to allow the end users to trade successfully. It is, literally, trading at the click of a button.
“Hornbill’s Supportworks ITSM gives us an excellent view of what is happening across our infrastructure so that we can respond quickly at any given time, which is critical for our business to meet our Service Level Agreements. As a service business, Supportworks ITSM supports the way that we work – its centralised structure and the ease with which we can integrate it with existing systems and track and obtain information for clients is invaluable.”
All service calls are logged and then filtered and tracked using Supportworks ITSM. Adopting ITIL processes has also enabled the teams to operate more efficiently. Implementing improved workflow management processes enables the teams to monitor and track incidents effectively, freeing time to plan proactively for change management.
FFastFill uses the reporting functionality within Supportworks ITSM to generate automated monthly reports for clients, to monitor the effectiveness of staff as well as to keep key people informed of change management processes. The IT team is also in the process of developing a Configuration Management Database (CMDB) to manage data on its network and applications, integrating Supportworks ITSM with other existing business systems.
Gerry Sweeney, CEO of Hornbill Systems commented, “FFastFill’s business operations rely upon providing maximum system uptime for clients. Being able to deliver on its Service Level Agreements is critical to its business success. Hornbill’s Supportworks has been designed to integrate with existing systems and provide one central repository for a company’s service infrastructure. Service teams can easily access the information that they need to track and resolve issues quickly, providing responsive and efficient customer support.”
NOTES TO EDITORS:
FFastFill is a publicly-owned company that designs and delivers application services for the electronic trading community. These services provide full application functionality for retail and institutional clients allowing intermediaries and their clients to manage trading and financial risk in real-time across a wide range of products and exchanges without the need to invest in technology infrastructure or staff.
All FFastFill’s services are delivered against a contracted Service Level Agreement (SLA) that can be tailored to the institutions business requirements. FFastFill provides these services from specialist operational centres in London, Sydney and Chicago and a software development centre in Prague.
For more information, please visit: www.ffastfill.com
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.
Hornbill has earned many industry accolades including; Service Desk Institute “IT Service and Support Technology Supplier of the Year” for 2008, “Best Business use of Support Technology” with Sharp Electronics and “Support Excellence Award for Smaller Helpdesks” with Camelot in 2005.
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 http://www.hornbill.com/
For Company and editorial information contact:
Tel: 0208 582 8223
Tel: 01491 639500
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