Hornbill wins IT Service Supplier Of The Year Award from SDI

 June 2012

Hornbill Service Management is proud to announce that it has won IT Service Supplier of the Year at the prestigious IT Service Excellence Awards, held at the annual Service Desk Institute Conference on June 19th, 2012.

The SDI awards recognise achievements in IT Service Management over the past year, from individuals who have excelled at their tasks, to teams who have delivered far beyond expectation, to vendors who have helped drive the industry in a new direction. Hornbill won its award, voted for by end-users, thanks to its proactivity in providing new and improved ways for IT service teams to support their organisations

Reading comments from the award judges, Howard Kendall, Chairman of SDI, said: "Hornbill is redefining the definition of 'customer service' in the ITSM software space.  Whereas others are focused on fault handling times and measuring 'satisfaction' of a phone call that the customer didn't want to make in the first place, Hornbill measures its value by looking at its customers' successes. By funding an award programme to highlight the excellent work carried out by its customers; deep participation in Twitter; the ITSM podcast and Back2ITSM; and introducing new technologies to clients, Hornbill is striving to improve itself, its clients and the entire ITSM industry."

"We are delighted to receive the SDI award for IT Supplier of the Year, and would like to thank everyone who voted for us" said Gerry Sweeney, Founder of Hornbill. "That we were chosen by end-users makes it even sweeter. We constantly hear that IT groups need to be more proactive, to go beyond break-fix, adapt to changes in technology, tailor services to the end-user and, ultimately, show real business value."

"As a vendor of ITSM solutions, Hornbill has to shoulder part of that responsibility," Sweeney continued. "Providing quality software, services and support are important; but to help customers succeed we have to go much further. Being proactive means understanding the customer, their business and their challenges so that we can provide direction, guidance and solutions that make them look great in the eyes of their customers. We call this "Making IT Happen" and the results have been exceptional, with several customers winning industry awards for outstanding service improvement. The SDI IT Service Supplier of the Year award is further vindication of the benefits of this approach and how, working together, we can move the Hornbill community and ITSM as a whole in the right direction."

Hornbill customer IDBS wins Service Excellence Award

 June 26th 2012 -- IDBS winds IT Service Excellence Award for Small Team of the Year.

Hornbill Service Management is proud to announce that analytics specialist IDBS, a Hornbill customer, won the Small Team of the Year at the prestigious IT Service Excellence Awards, held at the annual Service Desk Institute Conference on June 19th, 2012.

The SDI awards recognise achievements in IT Service Management over the past year, from individuals who have excelled at their tasks to teams who have delivered far beyond expectation to vendors who have helped drive the industry in a new direction. Hornbill customers featured highly in award categories, with Angela Wint of London Borough of Merton council and Jean Gamester of Buckinghamshire County Council shortlisted as finalists in the IT Service Professional of the Year category. There were double celebrations on the night, with Hornbill winning the IT Service Supplier of the Year and IDBS winning the Small Team of the Year award.

When explaining why IDBS were chosen as the Small Team winners, Howard Kendall, Chairman of SDI said: "There were three very different teams, with varying approaches to delivering first and second level support to their customer base. Excellent strengths were in evidence from all three teams, including varying use of staff skills and experience. The customer's satisfaction of the service being delivered by the team is at the heart of an award such as this, along with a team spirit and a management focus on motivation, pride and service-centric ethics. With this in mind we selected a very worthy winner in IDBS."

Significant growth of the organisation to 40,000 users meant that the IDBS support team had to make more efficient use of resources while maintaining the best possible service. IDBS implemented self-service and knowledge base features from Hornbill to allow customers to help themselves, allowing the support team to concentrate on the most critical issues. The service proved so popular that requests processed through self-service now exceeds the number of requests handled by the support team. Customer satisfaction continues to increase and the number of support calls has doubled, without needing to add resources to the team. 

Commenting on the award, Frank McIlroy, CEO of Hornbill Service Management said; "IDBS is a shining example of what's possible when you combine the right technology and processes with people that understand customer needs. This award recognises their hard work, dedication and passion for delivering great customer service and we're honoured to call them a customer."

"Winning the SDI IT Excellence Award for Small Team of the Year Award is a fantastic achievement for the Team and IDBS," said Adam Paton, Customer Support Manager at IDBS. "Knowing that the great progress we have made, the tools that we have implemented and improvements made whilst always concentrating on our customers, has been recognised by a leading awards body outside of our organisation is extremely gratifying. Hard work and a great and dedicated team definitely lead to great things!"

About IDBS

IDBS is a global provider of innovative enterprise data management, analytics and modeling solutions.

The company's uniquely sophisticated platform technologies are used by more than 200 pharmaceutical companies, major healthcare providers, global leaders in academic study, and high tech companies to increase efficiency, reduce costs and improve the productivity of industrial R&D and clinical research.