Hornbill Takes ITSM (and ITIL) Social and Mobile

More individuals—including employees—are relying on social media and mobile technologies: namely highly functional smartphones. These trends are forcing IT support to adapt, which means looking for and adopting solutions that can help them manage these channels. Tools that are ITSM and ITIL-compatible: which in turn rely on ITIL-trained-and-certified support reps to effectively utilize them.

To assist, Hornbill Service Management has just come out with a blended social/mobile solution: Supportworks ITSM Enterprise v.3.2, which integrates Twitter and smartphone-based support with the help or support desk. IT departments can now improve service delivery by proactively identifying and responding to service issues that often fail to surface in traditional communication channels. Supportworks ITSM Enterprise v.3.2 combines these new capabilities with a range of ITIL-compatible enhancements.

Supportworks ITSM Enterprise v.3.2 now as well includes an updated Mobile Web Client with a more intuitive interface. In just a few clicks, support staff on the move can log, update and resolve requests, as so then as authorize and update tasks without having to enter large amounts of text. This mobile functionality can be utilized on a variety of popular smartphones including Blackberry, iPhone and Android devices.

Additional enhancements to Supportworks ITSM Enterprise v.3.2 include updates to business process features in areas just as user authorization and task setting. There are as well new Configuration Management Database settings.