Scandinavian arm of international oil and gas company implements service desk software to support remote IT users on North Sea rigs and overseas
Talisman Energy Norway AS, part of the Canadian international oil and gas company, has selected Supportworks from Hornbill Systems to support contractors and staff based on its four North Sea oil rigs, offices in Abu Dhabi and its head office in Stavanger. The IT department uses Supportworks to track and log all support calls, for knowledge management and to record company assets, including hardware and software licences. Since implementing the software, Talisman has been able to track calls more efficiently and keep customers better informed, improving its IT support service considerably.
According to Ellen Woie, IS Service Desk Team Leader: “We use Hornbill’s Supportworks to log and track all calls to our service desk. It has enabled us to respond much faster and more effectively to service requests. We are also able to track the lifecycle of all the PCs and equipment that are issued and used at different sites, helping us to manage the costs of our hardware and software licenses more efficiently.”
Talisman Energy Norway chose Hornbill’s Supportworks for its ease of use and the depth of functionality provided out-of-the-box, which could be easily customised as necessary. The team uses the reporting functionality within Supportworks to record all calls and track its assets. The company intends in the future to adopt ITIL best practice with Hornbill’s Supportworks ITSM, already in place within Talisman’s UK operation.
Gerry Sweeney, CEO of Hornbill Systems commented: “Hornbill’s service technology is ideally suited to companies that support a widely dispersed and diverse user base. With different users and equipment at each site, Supportworks provides a central repository that can be easily drawn upon when supporting customers, enabling the team to resolve issues faster and maximise their own resources.”
NOTES TO EDITORS
About Talisman Energy Norway AS
Talisman Energy Norge AS is a fully owned subsidiary of Talisman Energy Inc. Calgary, Canada.
Talisman Energy Norge AS’ operating areas are the Southern North Sea Area and the Mid North Sea Area, which encompass a total of 10 fields. Talisman Energy Norge AS’ parent company is listed on both the Toronto Stock Exchange and New York Stock Exchange under the symbol TLM. production.
For more information please visit: www.talisman-energy.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/
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