Hornbill Launches Supportworks ITSM Enterprise v.3.2
New Twitter Integration and Smartphone-Based Support
April 11, 2011
Share this

Hornbill Service Management launched Supportworks ITSM Enterprise v.3.2, a new solution that integrates both Twitter and smartphone-based support with the service 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 that continue to support the IT Service Management journey, from help desk to ITSM maturity.

“Having the ability to proactively address support issues is an ongoing challenge for IT. This is particularly important during a time when there are an increasing number of savvy users such as ‘digital natives’ and Generation Y in the workplace. Customer demand, especially from service desks providing IT support to this audience, led us to look at the opportunities to develop social functionality into our service management solution, Supportworks,” said Patrick Bolger, Chief Evangelist at Hornbill.

“Our first priority has been to enable IT support teams to incorporate a social monitoring capability into their support offering. We are increasingly seeing examples where users air their frustrations via social media channels long before contacting the service desk. In these instances IT is the last to know, which not only lets issues fester but can damage the reputation of support teams. With Supportworks v3.2, service desks can discover, react and resolve requests via Twitter and create an auditable record of these interactions in the Supportworks database.”

Supportworks ITSM Enterprise v.3.2 takes a major step toward the proactive service desk through the integration of Twitter. More specifically, this innovative new feature gives service desk staff the ability to:

* Search Tweets: Searches for specific hashtags, words or phrases can be saved and scheduled to run automatically, with real-time results displayed and options available to reply to the tweet.

* Monitor mentions and issue updates: Track what customer followers are ‘tweeting’ and enable immediate access to these followers and the ability to broadcast service updates

* Resolve customer records from Twitter ID: Match tweets received from customers with records in the Supportworks database to create an auditable record of interactions and ensure greater consistency across all support channels.

* Raise a Tweet as an Incident: Reply to a tweet from within Supportworks or raise an Incident, Service Request directly from the tweet. In turn, a new call form is opened, the customer details are resolved and relevant information is copied from the tweet.

* Manage multiple Twitter accounts: Use Open Authentication (OAuth) to integrate several Twitter accounts with the Service Desk, enabling support staff to tweet and reply from accounts they are approved to use.

Supportworks ITSM Enterprise v.3.2 also 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 well as authorise and update tasks without having to enter large amounts of text. This mobile functionality can be utilised 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 such as user authorisation and task setting, as well as new Configuration Management Database (CMDB) settings.

Share this

The Latest

May 23, 2024

Hybrid cloud architecture is breaking the backs of network engineering and operations teams. These teams are more successful when their companies go all-in with the cloud or stay out of it entirely. When companies maintain hybrid infrastructure, with applications and data residing across data centers and public cloud services, the network team struggles. This insight emerged in the newly published 2024 edition of Enterprise Management Associates' (EMA) Network Management Megatrends research ...

May 22, 2024

As IT practitioners, we often find ourselves fighting fires rather than proactively getting ahead ... Many spend countless hours managing several tools that give them different, fractured views of their own work — which isn't an effective use of time. Balancing daily technical tasks with long-term company goals requires a three-step approach. I'll share these steps and tips for others to do the same ...

May 21, 2024

IT service outages are more than a minor inconvenience. They can cost businesses millions while simultaneously leading to customer dissatisfaction and reputational damage. Moreover, the constant pressure of dealing with fire drills and escalations day and night can take a heavy toll on ITOps teams, leading to increased stress, human error, and burnout ...

May 20, 2024

Amid economic disruption, fintech competition, and other headwinds in recent years, banks have had to quickly adjust to the demands of the market. This adaptation is often reliant on having the right technology infrastructure in place ...

May 17, 2024

In MEAN TIME TO INSIGHT Episode 6, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network automation ...

May 16, 2024

In the ever-evolving landscape of software development and infrastructure management, observability stands as a crucial pillar. Among its fundamental components lies log collection ... However, traditional methods of log collection have faced challenges, especially in high-volume and dynamic environments. Enter eBPF, a groundbreaking technology ...

May 15, 2024

Businesses are dazzled by the promise of generative AI, as it touts the capability to increase productivity and efficiency, cut costs, and provide competitive advantages. With more and more generative AI options available today, businesses are now investigating how to convert the AI promise into profit. One way businesses are looking to do this is by using AI to improve personalized customer engagement ...

May 14, 2024

In the fast-evolving realm of cloud computing, where innovation collides with fiscal responsibility, the Flexera 2024 State of the Cloud Report illuminates the challenges and triumphs shaping the digital landscape ... At the forefront of this year's findings is the resounding chorus of organizations grappling with cloud costs ...

May 13, 2024

Government agencies are transforming to improve the digital experience for employees and citizens, allowing them to achieve key goals, including unleashing staff productivity, recruiting and retaining talent in the public sector, and delivering on the mission, according to the Global Digital Employee Experience (DEX) Survey from Riverbed ...

May 09, 2024

App sprawl has been a concern for technologists for some time, but it has never presented such a challenge as now. As organizations move to implement generative AI into their applications, it's only going to become more complex ... Observability is a necessary component for understanding the vast amounts of complex data within AI-infused applications, and it must be the centerpiece of an app- and data-centric strategy to truly manage app sprawl ...