“My first impression of Hornbill Service Manager was that it was very modern and designed with the user in mind.”
I asked Per Nordqvist to share his thoughts on how things have gone since the migration and this is what he had to say.
My name is Per Nordqvist and I’m the IT Service Manager, responsible for the technical applications within TMG.
Prior to implementing Hornbill Service Manager, TMG was using Hornbill’s onpremise Supportworks ITSM solution.
Supportworks is a powerful tool and we could configure it to do pretty much anything that we needed. The flexibility was its greatest strength, but also its greatest weakness. We had done so much customisation that upgrading to newer releases became increasingly challenging. Faced with the choice of upgrading to the latest version, we thought it would be a good time to look at Hornbill Service Manager, as it’s a solution that we don’t have to maintain ourselves, both from updates point of view, as well as outsourcing the maintenance of the server and database environment.
My first impression of Hornbill Service Manager was that it was very modern and designed with the user in mind. You can directly spot that it has been developed by people who understand IT service management.
We didn’t look at any other solutions. We’ve had a great relationship with Hornbill for many years, and in my opinion, the partnership with the vendor is as, if not more, important than the tool itself.
Hornbill clearly understand that they are providing a service, not just a tool. As a service provider, they are very responsive to questions, issues and feature requests.
For me, the biggest personal success was the added value of using a Cloud-based solution. c and it frees us up to do more important work for our business.
Very good, most of our analysts needed only one hour of training to get to grips with the tool and they took to it naturally. On day one, we had over 4,000 assets and all user data set up and ready to go.
The three things I love about Hornbill Service Manager are; first, the flexibility it gives us to configure anything we need in an easy manner, with simple drag and drop design. Second would be the intuitive interface, and third, the ease of use, so our analysts can just pick it up and start using it. And because it’s a Cloud-based solution, we can use it from anywhere.
I’d like snippets to be made available for other actions, such as the resolution text. I’d like more control of when notification emails are sent to the analysts and customers (e.g. call update, assigning a new task). We’ve just started to use Hornbill Project Manager and I’d like to see the app mature with some more features.
“We have everything in one place, so it’s easier for everyone in IT to do their jobs, and we’re consistently improving.”
Thanks Per. We’re delighted that the migration went so smoothly and look forward to providing a great service to TMG for many more years.
Like any company, we obviously love to tell our customer success stories, we are delighted whenever a customer agrees to participate in one of our spotlight articles. These spotlight articles are very specifically created using our customers own words, for this series we prefer their words rather than ours. Our goal is to “tell and not sell” so we don’t glitz these up with enterprise marketing words, fancy info graphics or meaningless statistics, we just document what our customers tell us and publish that in the hope that we maintain a level of on-the-ground integrity and honesty in our story telling efforts.