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27 July 2010

See Tickets provides improved round the clock IT service management to users with Hornbill’s Supportworks ITSM Enterprise

Leading ticketing company invests in IT service desk software to support 24 hour business operations

Hornbill Service Management has announced that See Tickets, one of the largest ticket companies in the UK and part of the largest independent ticketing organisation in Europe, has selected Supportworks ITSM Enterprise service management software to support over 400 internal IT users and external partners, replacing its existing Marval service desk software. See Tickets manages ticket sales for some of the largest music, theatre, sporting and exhibition events in the UK, in addition to providing box office systems and ticketing management to a number of high profile venues and sports clubs.

See Tickets chose Hornbill’s Supportworks for its ease of use and flexibility, and is intending to introduce a web SelfService portal to provide a 24 hour one-stop shop for IT service, enabling users to log and check status of calls and use the self-help facility.

Russell Morris, Head of IT at See Tickets stated; “Following a reorganisation and rationalisation of our support processes, we needed a new IT service management system that could be used efficiently and effectively by our busy teams in two locations.

We looked at market alternatives and found Supportworks ITSM Enterprise to be powerful and flexible in its support of ITIL, yet still easy to use. It also has the best email integration, which is crucial to how the system supports our service delivery operation.

“Supportworks will help us to provide a smoother and more predictable IT support service. Our support teams will spend less time logging incidents, freeing them up to solve problems and proactively serve the business. The SelfService option is particularly important as we run a 24 hour business: it will enable staff to have immediate access to the information that they need. Having excellent support for our systems helps us towards our mission: to provide high quality, branded ticketing services to our customers and clients.”

Implementing Supportworks ITSM Enterprise has also enabled the IT team to expand its use of the ITIL framework in its support processes. The system will be used by the service desk, desktop support, system administration and the application and database teams.

Frank McIlroy, CEO of Hornbill Service Management Ltd said; “See Tickets’ IT systems are critical to its business, where the technology underpins daily operations and those of its partners.

An effective, responsive support service at all times is crucial; a centralised IT service desk system allows the staff in different locations to work efficiently and maintain that all-important level of response. The ITIL framework enables IT to adopt best practice and routine processes that can save time and free them up to proactively manage the IT systems, adding real value to the business.”



See Tickets

See Tickets is one of the largest ticket companies in the UK, selling more than 10 million tickets per year. Its parent, See Tickets International, operates across Europe and is one of the top 3 ticket companies in the world.

See Tickets manages ticket sales for some of the largest music, theatre, sporting and exhibition events in the UK, in addition to providing box office systems and ticketing management to a number of high profile venues and sports clubs. It provides ticketing technology, ticket sales, ticketing services, marketing, distribution of event tickets and information.
See Tickets has over 300 employees with offices in Soho Square in London, and on Upper Parliament Street, just off Nottingham's Old Market Square.

For more information, please visit:

About Hornbill

Hornbill develops and markets Supportworks: platform technology and applications for IT Service Management and business helpdesks. Hornbill’s software enables its customers to provide excellent service and support, while benefiting from the economies of consolidation on a single technology platform. Supportworks’ service desk software is designed for rapid deployment within any IT or business 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 was founded in 1995 and has offices in London and Dallas.

Hornbill has earned many industry accolades including; Service Desk Institute “IT Service and Support Technology Supplier of the Year”, “Best Business use of Support Technology” with Sharp Electronics and “Support Excellence Award for Smaller Helpdesks” with Camelot.
High profile customers include Atos Origin (Olympic Games Athens 2004, Torino 2006, Beijing 2008, Vancouver 2010), Buckinghamshire Hospitals NHS Trust, Kent County Council, London School of Economics, RSPB, Chubb Insurance, Greggs, Comet, The National Archives, and Camelot.

For more information about Hornbill’s solutions please visit

For Company and editorial information contact:

Ann James
Hornbill Service Management
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