Hornbill launched Service Manager, its flagship collaborative service management application, together with the Hornbill collaboration platform.

Service Manager is designed to allow organizations of any size to modernize and invigorate their IT service management operation by introducing collaboration tools built around the way people actually work. Hornbill Service Manager has been designed for collaboration; using principles made familiar by consumer social media tools to ensure workers can easily and naturally share information and follow best practices. It is built for ease of implementation, customization and use, and a flexible cost model that allows organizations to pick exactly what they need when they need it.

Service Manager is available today in Hornbill’s App Store. Key features include:

- Automated Management: Service Manager is designed to make dealing with ITIL-aligned incidents, problems, change, service requests and assets as streamlined as possible. An intuitive call logging process allows service desks to identify and track customers throughout the lifecycle procedure, whilst Progressive Capture functionality improves the ease of data capture, making life much easier for analysts. A powerful but easy to configure graphical workflow engine drives processes forward, visualised for analysts in a clear “where am I?” innovative heads up display.

- Information at a glance: Service Manager provides service all the information needed to help customers and deliver first-class customer service. The Service Desk Dashboard allows incidents and requests to be viewed at a glance; all incidents and requests assigned to an analyst or analyst group can be viewed with My Requests; and updates to active calls are aggregated on the Analyst’s News Feed.

- Self-Service: Service Manager’s self-service capabilities allow users to both get updates and find solutions either directly or through interaction with peers. Users can see and add their own assets; identify and join workspaces to discuss issues; and help direct their peers towards useful solutions.

- Language and Culture: Service Manager is multi-language, supporting not only a multiple language user interface but also real-time content translations, allowing users to exchange ideas and information whether in multiple languages or their native tongue.

- Mobile: Hornbill’s native mobile app enables Service Manager users to access the application from any device, at any time and from anywhere.

- Easy-to-use customisation: Service Manager can be customised to suit an organisation’s exact business processes, using a simple graphical interface to make changes to process, form design and progressive input capture. Every customisation or change made is guaranteed to be retained after platform or application upgrades.

- Always-up-to-date: Upgrades are delivered continuously, thanks to the agile development methodology we employ called Continuous Delivery designed to ensure a continuous flow of feature enhancements are delivered to our customers. As a result Hornbill is always up-to-date and always being enhanced and improved.