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Service industry annual survey finds that while process is important, it takes the personal touch to deliver really great service

The findings of the annual service industry survey commissioned by the Service Desk Institute (SDI) and Hornbill Systems will be presented at the Service Desk & IT Support Show, Earl’s Court, London. “Computer Says ‘No!’”: a white paper based on research findings will be debated by industry experts at a Breakfast Briefing on Tuesday 28 April at 8.30am. The white paper will be available from Hornbill on stand 300 and SDI stand 100.

This year’s survey looked at how organisations create and sustain a workforce that understands internal and external customer needs and strives to create a better experience for them. It asked how technology can be used to drive excellence and prevent process stagnation. There were 266 respondents from across all industry sectors in the UK, responsible for delivery of services across their organisations.

The survey finds that while process such as ITIL is indispensable, too much process stifles customer service excellence. In fact, without the personal touch delivered by happy, well trained customer service personnel, process fails because it alone cannot deliver customer satisfaction. The survey shows that process aligned with the ‘human touch’ is widely regarded as the best way to provide service excellence, and is driving the interaction between service desk and users.

Aligning IT with business requirements is now regarded as a major factor in improving customer service, and is a goal for almost double the number of organisations compared to last year’s survey.

Outsourcing service desks seems to be now very much in decline as 82% of respondents operate an in-house service/helpdesk. The main reasons cited for keeping the internal desks was in-house company expertise and a desire to maintain and build relationships with their customers.

As in previous years, IT continues to gain ground in the boardroom, with 68% of companies now with some representation from IT on the Board.

Attendees can register for the Service Desk and IT Support Show and the Breakfast Briefing at



To attend the Breakfast Briefing for the SDI and Hornbill Systems’ annual Service Industry Survey and to debate the points included in the white paper ‘Computer says No!’ please contact Andreina West, PR Artistry to book your place:

01491 639500 or

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. Its members span numerous industries and include, Camelot, Kerry Foods, Rushmoor Borough Council, South Hams District Council, Arco Group, and Advantica.

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.

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

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: Business & Finance, Computing & Telecoms, for more information visit