11thNovember 2009 - MoorfieldsEye Hospital NHS Foundation Trust, a global leader in its field, has recentlyimplemented Hornbill’s Supportworks ITSM service management software to providesupport to over 1200 clinical and administrative staff based across 11 sites.Since going live this summer, the IT services team has benefited fromconsolidation of its three service desks to one. The service team providessupport for all IT, administration and clinical systems used in its locationsacross London. Moorfields selected Hornbill’s solution for its ease of use andcompatibility with ITIL processes. The IT service team claims improved servicelevels and better use of resources since adopting ITIL best practice forIncident and Problem management using Supportworks.

Accordingto Barrie Winnard, IT Manager at Moorfields Eye Hospital; “We wanted to adoptITIL best practice as well as streamline our service desks to provide a unifiedsupport service. Following a lengthy evaluation process, Hornbill’s SupportworksITSM stood out from the competition – it supported ITIL, was user friendly andfitted our price range.

“Withour newly centralised service desk, we can keep track of the requests that wehave each day and evaluate the types of calls, working more efficiently as ateam. Using Supportworks has encouraged us to adopt ITIL for our supportprocesses. Our next step is to introduce self‑service, which will release ouragents’ time for more constructive activities.”

Eighteenstaff in the IT service team use Supportworks, including first, second andthird line support, providing support to doctors, nurses and administrationstaff. The team analyses the length, type and volume of all calls, to identifypeaks in demand and the best application of resources. In addition it plans topopulate the knowledgebase with frequently asked questions and answers and todirect staff towards self help. The improved call information has also helpedthe IT team to resolve more calls remotely, saving staff time by reducing the needfor external site visits.

GerrySweeney, CEO of Hornbill Systems, commented: “Any organisation using disparatesupport systems to manage incidents, will find it difficult to know where bestto focus resources. Consolidating services into a single desk not only assistsan IT department to streamline calls, it can also help to capture importantcall data that can be used for planning. Supportworks has been designed to notonly provide a single repository for call data, it can help service desks toautomate many processes, adopt ITIL best practice and deploy resource moreefficiently.”

-ends-

Notes to Editors

About Moorfields Eye Hospital NHS Foundation Trust
Moorfields is one of the world’s leading eye hospitals,providing expertise in clinical care, research and teaching andeducation. Its main focus is the treatment and care of NHS patients with awide range of eye problems, from common complaints to rare conditions, whichrequire treatments not available anywhere else in the UK.

It treats people at the main hospital base in London’sCity Road and at 12 other sites in and around the capital. It is also apostgraduate teaching centre and a national centre for ophthalmic researchinvolving, with the UCL Institute of Ophthalmology, the largest ophthalmicresearch programme in the world. In addition, Moorfields manages threecommercial divisions: Moorfields Private,Moorfields Pharmaceuticalsand Moorfields Eye Hospital Dubai.

For more information, please visit; www.moorfields.nhs.uk

AboutHornbill Systems
ServiceManagement software from Hornbill enables organisations to provide excellentcustomer service while benefiting from the economies of consolidation on asingle technology platform. Supportworks’ service desk templates are designedfor rapid deployment within any employee or customer support environment,including ITIL-compatible IT Service Management, IT Helpdesk, Customer Service,HR and Facilities Management with the flexibility to build additional desks atminimal extra cost. Hornbill’s software supports thousands of commercial andgovernmental sites worldwide. Hornbill Systems was founded in the UK in 1995and has US offices in Dallas and New York.

Hornbill hasearned many industry accolades including; Service Desk Institute “IT Serviceand Support Technology Supplier of the Year” for 2008, “Best Business use ofSupport Technology” with Sharp Electronics and “Support Excellence Award forSmaller Helpdesks” with Camelot in 2005.

Highprofile customers include Atos Origin (Athens Olympics 2004, Torino WinterOlympics 2006 and Beijing Olympics 2008), Buckinghamshire Hospitals NHS Trust,London Borough of Waltham Forest, Greggs, London Metropolitan University, RSPB,Chubb Insurance, House of Fraser, Halfords, The National Archives, and Camelot.

Formore information about Hornbill’s solutions please visit http://www.hornbill.com/

For Company and editorial informationcontact:

Further Information

PR Artistry
Ruth Warlow
Press Liason Officer
Tel: 01491 639 500
Email: ruth@pra-ltd.co.uk