hornbill systems

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Atos Origin Delivers World Class IT and Helpdesk Support for the Olympic Games With Hornbill Systems

To help the IT systems run as efficiently as possible at the Salt Lake City Games a problem management system was used. Any incidents arising could be dealt with as soon as possible. However the product used lacked flexibility, as it was originally configured for a corporate environment and was...

Tags: Olympic Games, Supportworks, Information Technology, Atos, Problem Management, Hornbill Systems, Help Desk, It Operations

Case studies

West Suffolk Hospitals NHS Trust Streamlines Staff Helpdesk Support With Hornbill's Supportworks

Hornbill Systems has supplied its Supportworks ESP Enterprise Support Platform to West Suffolk Hospitals NHS Trust. The Trust helpdesk provides support to 3,000 staff for all IT systems including the patient administration system, desktop applications and hardware, networking and other peripherals. The helpdesk logs approximately 1200 calls per month, an...

Tags: Hospital, Supportworks, Hornbill Systems, Trust Helpdesk, Help Desk, Call Centers, It Operations

Case studies

Sharp Cut Customer Support Response Times Dramatically With Hornbill's Supportworks

Sharp cut customer support response times by 50% and redeployed two staff as a result of installing Supportworks at its Customer Information Centre in Manchester. Supportworks, which has also been implemented in the company's IT department to support the staff IT help desk, has provided integration with other desktop applications...

Tags: Supportworks, Sharp Corp., Hornbill Systems, Help Desk, Web Technology, Portals, Call Centers, Desktops, Strategy, It Operations, Internet, Hardware, Management

Case studies

Middlesbrough Primary Care Trust Expands IT Service Desk With Hornbill's Supportworks

Hornbill Systems was selected to supply software for the new IT Services support desk for Middlesbrough Primary Care Trust. Hornbill's Supportworks has been installed and will support 1,800 staff covering all disciplines ranging from district nurses, clinical staff, doctors, specialists such as physiotherapists and general practice staff. Supportworks will enable...

Tags: Supportworks, Information Technology, Hornbill Systems, Strategy, Help Desk, It Services, Management, It Operations

Case studies

Customer Service Direct Ltd Selects Hornbill's Supportworks for Service, Support and Change Management Platform

Hornbill Systems' Supportworks ESP was selected by Customer Service Direct Ltd CSD, a public, private partnership between BT, Suffolk County Council and Mid-Suffolk District Council, to provide an ITIL compliant Service Management Platform. Supportworks will be used by up to 180 staff in Customer Service Operations, Business Systems Operations and...

Tags: Customer Service, Supportworks, Hornbill Systems, ITIL, Process Improvement, It Services, Change Management, Product Marketing, Customer Relationship Management (CRM), Quality, Business Operations, Tools & Techniques, Management, Marketing, Enterprise Software, Software

Case studies

Addleshaw Goddard Introduces New One Hour Call Resolution Targets Supported by Hornbill

Hornbill Systems' Supportworks platform is being used by Addleshaw Goddard, one of the top legal firms in the UK, to underpin its latest initiative to provide excellent customer service. Addleshaw Goddard has cut its call resolution targets for its IT Support Service helpdesk from four hours to just one hour....

Tags: Hour, Reduction, Hornbill Systems, Addleshaw Goddard, Help Desk, Call Centers, Litigation, Product Marketing, Customer Relationship Management (CRM), It Operations, Business Operations, Marketing, Enterprise Software, Software

Case studies

Additional Resources

The WOA story emerges as better outcomes sought for SOA

Over the summer the enterprise IT blogosphere was swept up in a conversation around the concepts that many are calling Web-Oriented Architecture, or WOA. A different way to think about service-oriented architecture, WOA extolls a different but related set of technologies, in particular how to apply them in specific ways...

Tags: Web, Business, SOA, Organization, WOA, WOA Story, REST, Service-Oriented Architecture (SOA), Web Services, Middleware, Enterprise Software, Software, Dion Hinchcliffe

Blog posts 2008-09-06

Photos: Future Combat Systems, here and now

The U.S. Army has ambitious plans for a widespread high-tech refresh of its vehicles and other soldier gear. It's also finding a way to make some parts happen sooner rather than later. by CNET News.com

Tags: U.S. Army, Photograph, CNET News.com

Image galleries 2008-09-05

Mainstream media writes Windows obit

Mainstream media writes Windows obitMS should have never...killed off XP. Especially when such a huge segment of the market is tired of being forced fed what they do not want.This article makes a good point about users beginning to realize that as long as they can hit the web rather...

Tags: Operating systems, Microsoft Windows Vista (Longhorn), LIKE IT, Microsoft Windows, Hewlett-Packard Co., mainstream media, Windows obit, Microsoft Windows Vista, obit, Microsoft Corp., operating system

Discussion threads 2008-09-05

Mainstream media writes Windows obit

Wow, a tough day for Windows. BusinessWeek reports that HP, the world's biggest PC company, is so troubled by Vista's 'tepid reception' and Apple's resurgence that it is developing its own operating system. Meanwhile a New York Times columnist writes on his blog that Windows is "already...

Tags: Dell Computer Corp., Hewlett-Packard Co., PC, Microsoft Windows Vista, Mainstream Media, Microsoft Corp., Web Browser, Microsoft Windows, Linux, Operating Systems, Software, John Morris

Blog posts 2008-09-05

Demo Facebook app creates DoS botnet

Demo Facebook app creates DoS botnetLike Facebook, MySpace Cares?Cost to much to do it the right way.They might have to hire real systems management and security staff.RE: Demo Facebook app creates DoS botnetSod the DoS - look at the cute little picture of the chick!! So cute! I WANT ONE!I...

Tags: Web site development, Web technology, SECURITY, Facebook, botnet, DoS botnet, DOS

Discussion threads 2008-09-05

Google Chrome vulnerabilities starting to pile up

[ UPDATE: See below for Google's official response to these issues ] Security vulnerabilities in the new Google Chrome browser are beginning to pile up. Following our coverage of the carpet bombing combo threat and denial-of-service crashes, several readers have sent pointers to...

Tags: Google Inc., Vulnerability, Web Browser, Google Chrome, ModSecurity, Web Browsers, Security, Internet, Ryan Naraine

Blog posts 2008-09-05

From Chapter Two: The appliance computing culture

From Chapter Two: The appliance computing cultureOverbroadYou wrote:[The appliance computing culture’s interactive] applications model drives almost everything, from processor and OS evolution to appropriate management structure - and even the conflicts with traditional business systems experts whose internal model of “automatic data processing” is broadly unrelated to the needs and...

Tags: Mainframes, Operating systems, Processors, business systems expert, appliance computing culture, mainframe, best practice, Windows PC

Discussion threads 2008-09-05

Microsoft exec rebuts hypervisor security claims

Microsoft security strategist Steve Riley has answered claims that the company's hypervisor software could be maliciously replaced on PCs without administrators knowing. SYDNEY, AUSTRALIA--Senior Microsoft security strategist Steve Riley has used the vendor's TechEd conference in Sydney to rebut claims by a Polish researcher that Microsoft's hypervisor software could...

Tags: Microsoft Corp., Virtualization, Hardware, Liam Tung ZDNet Australia, rootkit, hypervisor, Joanna Rutkowska, security

News items 2008-09-05

Chrome's JavaScript poses challenge to Silverlight

Chrome's JavaScript poses challenge to Silverlightis Flash chopped liver?I don't get it... Flash is ubiquitous.. it's on almost every PC out there and has a huge developer base behind it, yet these people are implying Silverlight is THE platform to beat. What does Silverlight have that Flash doesn't (besides a...

Tags: Scripting languages, Adobe RIA, SWF, Chrome, WebKit RiA, Microsoft Silverlight, JavaScript, WebKit, Microsoft Office, SVG, Adobe Systems Inc., developer, Microsoft Corp.

Discussion threads 2008-09-05

Forget Seinfeld. Can Windows gurus help the Windows brand?

Forget Seinfeld. Can Windows gurus help the Windows brand?Microsoft is also airing the Mojave experiment ads. nt.RE: Forget Seinfeld. Can Windows gurus help the Windows brand?That add is really stupid . . . but, if you're totally incapable of building a quality operating system, why not try comedy?Best marketing for...

Tags: Operating systems, Branding, Microsoft Windows, advertisement, Windows Gurus, Windows brand, Microsoft Corp., brand, Seinfeld

Discussion threads 2008-09-05

End of an era: Dell may dump its factories

End of an era: Dell may dump its factoriesRubbed up the wrong way?"The rub: It’s unclear whether contract equipment manufacturers would want to buy Dell’s manufacturing hubs. Do contract manufacturers really want to take on Dell’s capacity?"Don't CEM's want to take on everyone's capacity ... I mean isn't their model...

Tags: Manufacturing, Notebooks, Dell Computer Corp., End-Of-An-Era

Discussion threads 2008-09-05

Dell repair adventure, conclusion

Well, our hero's story had a happy ending. The service tech came out to my office and replaced both the motherboard and the screen on my Dell laptop. After than magic was performed, the system booted up and ran just as it did before. I appreciate the help provided by...

Tags: Dell Computer Corp., Supplier, Digital Equipment Corp., Channel Management, Marketing, Dan Kusnetzky

Blog posts 2008-09-05

News to know: Windows 7; Patch preview; Office 2.0; Dell

Here are today's notable headlines. You can get News To Know via email alert and RSS daily: Ryan Naraine: Critical WMP, MS Office bugs on Patch Tuesday swat list Dancho Danchev:Malware and spam attacks exploiting Picasa and ImageShack Mary Jo Foley:...

Tags: Google Inc., Dell Computer Corp., Microsoft Windows 7, Comcast Corp., Microsoft Corp., Office 2.0, Microsoft Windows, Linux, Operating Systems, Software, Larry Dignan

Blog posts 2008-09-05

Google Chrome already beating Opera

Google Chrome already beating OperaWaiting for Windows Mobile 6 version... if they can create a version for Windows Mobile to rival safari on iPhone, they'll have me seriously thinking about it.Otherwise, it's just another browser for the desktop by another large conglomerate.Full screen problemI have my task bar on the...

Tags: Web browsers, Operating systems, work-around, Google Inc., Chrome, Google Chrome, Opera Software

Discussion threads 2008-09-04