Skip to main content

Hornbill Launches Supportworks ITSM Enterprise v.3.2

New Twitter Integration and Smartphone-Based Support

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.

The Latest

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 5 covers the infrastructure and hardware supporting AI ...

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 4 covers advancements in AI technology ...

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 3 covers AI's impact on employees and their roles ...

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 2 covers the challenges presented by AI, as well as solutions to those problems ...

In the final part of APMdigest's 2025 Predictions Series, industry experts offer predictions on how AI will evolve and impact technology and business in 2025 ...

E-commerce is set to skyrocket with a 9% rise over the next few years ... To thrive in this competitive environment, retailers must identify digital resilience as their top priority. In a world where savvy shoppers expect 24/7 access to online deals and experiences, any unexpected downtime to digital services can lead to significant financial losses, damage to brand reputation, abandoned carts with designer shoes, and additional issues ...

Efficiency is a highly-desirable objective in business ... We're seeing this scenario play out in enterprises around the world as they continue to struggle with infrastructures and remote work models with an eye toward operational efficiencies. In contrast to that goal, a recent Broadcom survey of global IT and network professionals found widespread adoption of these strategies is making the network more complex and hampering observability, leading to uptime, performance and security issues. Let's look more closely at these challenges ...

Image
Broadcom

The 2025 Catchpoint SRE Report dives into the forces transforming the SRE landscape, exploring both the challenges and opportunities ahead. Let's break down the key findings and what they mean for SRE professionals and the businesses relying on them ...

Image
Catchpoint

The pressure on IT teams has never been greater. As data environments grow increasingly complex, resource shortages are emerging as a major obstacle for IT leaders striving to meet the demands of modern infrastructure management ... According to DataStrike's newly released 2025 Data Infrastructure Survey Report, more than half (54%) of IT leaders cite resource limitations as a top challenge, highlighting a growing trend toward outsourcing as a solution ...

Image
Datastrike

Gartner revealed its top strategic predictions for 2025 and beyond. Gartner's top predictions explore how generative AI (GenAI) is affecting areas where most would assume only humans can have lasting impact ...

Hornbill Launches Supportworks ITSM Enterprise v.3.2

New Twitter Integration and Smartphone-Based Support

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.

The Latest

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 5 covers the infrastructure and hardware supporting AI ...

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 4 covers advancements in AI technology ...

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 3 covers AI's impact on employees and their roles ...

Industry experts offer predictions on how AI will evolve and impact technology and business in 2025. Part 2 covers the challenges presented by AI, as well as solutions to those problems ...

In the final part of APMdigest's 2025 Predictions Series, industry experts offer predictions on how AI will evolve and impact technology and business in 2025 ...

E-commerce is set to skyrocket with a 9% rise over the next few years ... To thrive in this competitive environment, retailers must identify digital resilience as their top priority. In a world where savvy shoppers expect 24/7 access to online deals and experiences, any unexpected downtime to digital services can lead to significant financial losses, damage to brand reputation, abandoned carts with designer shoes, and additional issues ...

Efficiency is a highly-desirable objective in business ... We're seeing this scenario play out in enterprises around the world as they continue to struggle with infrastructures and remote work models with an eye toward operational efficiencies. In contrast to that goal, a recent Broadcom survey of global IT and network professionals found widespread adoption of these strategies is making the network more complex and hampering observability, leading to uptime, performance and security issues. Let's look more closely at these challenges ...

Image
Broadcom

The 2025 Catchpoint SRE Report dives into the forces transforming the SRE landscape, exploring both the challenges and opportunities ahead. Let's break down the key findings and what they mean for SRE professionals and the businesses relying on them ...

Image
Catchpoint

The pressure on IT teams has never been greater. As data environments grow increasingly complex, resource shortages are emerging as a major obstacle for IT leaders striving to meet the demands of modern infrastructure management ... According to DataStrike's newly released 2025 Data Infrastructure Survey Report, more than half (54%) of IT leaders cite resource limitations as a top challenge, highlighting a growing trend toward outsourcing as a solution ...

Image
Datastrike

Gartner revealed its top strategic predictions for 2025 and beyond. Gartner's top predictions explore how generative AI (GenAI) is affecting areas where most would assume only humans can have lasting impact ...