www.hornbill.com
ESP
Supportworks Enterprise
Support Platform
Integrated application platform
and development environment
for delivering Service
Management and Business
Process Automation solutions.
Overview
Supportworks ESP (Enterprise Support Platform) automates and manages request and service management-related business processes. A fully-integrated solution, Supportworks ESP is the foundation of Hornbill’s IT Service Management and business help desk solutions.
Optimizing Service Management With
Supportworks ESP
Supportworks Enterprise Support Platform is built on Hornbill’s high performance and scalable Non-Polling Architecture (NPA). Supportworks ESP is one of the most complete and comprehensive application frameworks available today for delivering service management solutions with real enterprise power at a mid-market price point.
The platform’s core modules provide:
• Servicelevelmanagement,escalation,notification,email, approvals, connectivity, enterprise integration, concurrent application management, deployment
• Hornbill’s unique NPA technology provides unrivalled scalability and lightning fast system performance in any internal or external hosting environments across the LAN, WAN or the Internet
• Sophisticatedyetuser-friendlygraphically-drivenworkflow automation engine
• Fully-scriptable forms environment with a simple drag-and-drop design interface for changing or designing forms, even while the application is live.
Far Beyond a General-Purpose Development Environment
SignificantcostbenefitscanberealizedbyusingSupportworksESPinsteadofageneral-purposedevelopmentenvironmentforthecreationof a custom service management or business helpdesk solution. Applications are fast to build, deploy, and modify with Hornbill’s combination of built-in service management components:
• Drag-and-drop design environment • Automatic design-rule checking • Configurationwizards
Supportworks Enterprise Support Platform Framework
Maximum Functionality Right Out-of-the-box
The default ITSM Foundations application provides the IT Service Management features needed to get started right out-of-the-box. Inaddition,HornbilloffersenhancedapplicationsincludingITIL-VerifiedITServiceDesk,HR,Facilitiesandnumerousothers.
Request/Ticket Management
Supportworks ESP generates, manages, and tracks requests. These requests may be generated by an operator, or automatically from any number of sources including the web, email, WAP, SMS, or by enterprise applications or system management solutions. The Supportworks ESP platform automatically tracks, monitors and provides for the audit trail, ownership and security of tickets. Comprehensive free-text searching and rapid call retrieval capability add to the ease of ticket management.
Email and Communications
Supportworks ESP includes an application-level mail server to provide: • Comprehensive shared mailbox functionality
• Fullsupportoffileattachments
• Full integration with the preferred corporate mail solution, including Microsoft Exchange, Lotus Notes and any other Internet-mail compatible systems
• Abilitytodefineandrunpersonalizedbulkelectronicmailshotsforinstantcommunicationwithmultiplecustomers • Customer surveys in real-time
Scheduling / Calendar
Supportworks ESP includes complete scheduling and calendaring functionality to provide:
• Personal and shared calendars • Multipletime-zonesupport
• Resourceschedulingofbothpeopleandfacilities • Customer call-back scheduling
• Resourceblockingandresourceavailability-basedcall/ ticket assignment
Productivity Tools
Supportworks ESP provides a number of tools designed to increase userefficiency:
• Email templates, bulk mail, correct-as-you-type spell checking, auto-complete data entry, keyboard shortcuts • Operator scripting, user availability indication, CTI
integration, smart tool-tips, clipboard snippets • Productivitywizards
Knowledge Management
Supportworks ESP includes a fully-featured knowledgebase that provides for:
• OrganizingandindexingofstandardMicrosoftOffice documents, PDF
documents, FAQs and structured knowledge documents
• Multi-level problem andsolutionprofilingto definesolutionstoknown problems and issues • Re-definedoperatorscripts
that guide inexperienced operators through a series of adaptable questions that change based on the provided answers
Management Reporting and Monitoring
Supportworks ESP includes a comprehensive range of features and tools for providing real-time and regular management reporting capability:
• Reportwizardforcreatingsimplead-hoc reports
• Formats available in data and graphical format
• Scheduling feature to run periodically • Automated distribution to management or
customers via email, FTP or the Web
Service Level Management
SupportworksESPincludesafully-configurable Service Level Agreement (SLA) engine that provides:
• Internationaltimezonesupport • ServiceLevelTriggersfordefining
escalationandnotificationoptions • Pop-up Supportworks Messenger • Email
• SMS text messages to mobile devices • “Back-to-back” SLAs to monitor the performance of third-party service providers
Business Process Automation and Workflow
Supportworks ESP enables easy business process automation through a combination of process rules, integration, and dynamic user-interface elements.
The Visual Process Manager component provides a GUI interface that enables a non-technical user to create or modify business process automationlogicbysimply“drawing”aflowdiagram.
Web Ready
Supportworks ESP’s web-based interfaces provide relevant information to customers and support analysts alike:
• Customer SelfService • Analyst Portal • Web Client • PDA clients
Comprehensive User Rights Management
Supportworks ESP provides comprehensive user rights management: • Granular control over access to every aspect of the
application down to the individual system user • Works in an environment where multiple service
management disciplines are fully-integrated • Ensures both system and data integrity at all times
Application Templates for
Out-of-the-box Solution Delivery
Supportworks ESP provides a range of adaptable service desk applications for easy revision to meet individual business needs.
In addition to Hornbill’s own applications, customers can build service desks for a range of diverse business needs.
Business Help Desk
- Customer Support -HumanResources/Payroll
- Facilities Management - Complaints Management
IT Service Management
- ITIL-compatible Service Desk - IT Helpdesk
- Managed Service Provider
Unique Non-Polling Architecture
Hornbill’s unique Non-Polling Architecture (NPA) is at the heart of the Supportworks ESP application. Hornbill’s NPA provides significantscalabilitycomparedwithconventionalclientserver designs:
• Reducestrafficlevelsbetweenaclientandaserverbyas much as one hundred times
• Reducesloadontheworkstations,servers,andthe network itself
Supportworks ESP is built primarily on open standards and makes best use of web technology.
“Supportworks is a truly scalable solution and
yet is good value for money and is very light
on network resources. It is now proving to be
extremely flexible and easy to develop,
enabling us to extend its use and to deliver a
full IT Service Management system that
Atos Origin will use for the future Olympic
Games.”
Atos Origin Olympic Games
Enterprise Class Integration
Hornbill’s integration strategy focuses on common open standards, ensuring maximum integration between Supportworks ESP and other systems:
• Consolidates access to multiple third-party systems and data sources
• Presents both the user and customer with a single, consistent user interface
• Removestheneedtoaccessmanydifferentdesktop applications
The Supportworks Rich Client
TheRichClientisHornbill’smostfunctionaluserinterface: • Full Windows GUI, system administration, and designer
functions
• Email, calendar, reporting and knowledge base interfaces • Very comprehensive capabilities, but deployable to a
workstation via the web, package deployment solutions, or a login script
The Supportworks Analyst Portal
TheAnalystPortalisaweb-based,zero-clientinterface:
• MakesuseofanyHTML/DHTMLforcomprehensiveanalystinterfaceformobilesupport professionals
• Works on any platform with any common browser
ITIL- compatible Service Desk IT Helpdesk Managed Service Provider Customer Support LDAP Active Directory NT Domain MySQL Oracle MS SQL Web Services VPME Business Process Management Engine Web Server Call/Request Management SLA Management E-Mail/Messaging & Survey Service Security/Session Management
Web Scripting
NPA - Non-polling Architecture & Communication Services
IT Service Management & Business Helpdesk Applications
Supportworks ESP Application Server
Hornbill Core Services
Integration & Connectivity
Relational Databases
SelfService Portal
TheSelfServicePortalisaweb-based,zero-clientinterface.Itisacost-effective method of providing customer SelfService. Customers can view and manage their own support tickets and requests.
Customers may be granted permission to log, update and close tickets, and to access the knowledgebase from any browser.
PDA Client
ThePDAClientisaweb-based,zero-clientinterfaceformobilesupportprofessionals whodonothaveeasyaccesstoaworkstation.Itisoptimizedforuseonany wireless-attached handheld device that provides internet browser capability.
Facilities Management Human Resources / Payroll Complaints Management SMTP/ POP3 Notes Exchange NDS LDAP E-Mail/Messaging & Survey Service Security/Session Management
Calendar & Resource Scheduling Service Transaction Management Reporting/Business Graphics Knowledge Management Web Scripting
NPA - Non-polling Architecture & Communication Services
IT Service Management & Business Helpdesk Applications
Supportworks ESP Application Server
Hornbill Core Services
Integration & Connectivity
SQL Database Management ToolsDatabase
“Hornbill’s Supportworks helpdesk solution will run
on many SQL databases including the MySQL database.
We have been very impressed with the overall
performance and reliability of the system proving that
there is no inherent reason for applications to run only
on a Microsoft database.”
Addleshaw Goddard
Database Connectivity
Supportworks ESP can remove the need to purchase database licenses separately:
• Works with common database platforms including MS SQL, Oracle and MySQL
• Shipped with a fully functional SQL server included • Equipped with tools for database management The GUI tools are intuitive and greatly simplify the task of modifying and expandingthedatabaseschematomeetspecificneeds.
Client Interfaces
Supportworks ESP includes a broad range of client-interface options, eachoneoptimizedforaspecificjob.SupportworksESPchoosesthe righttechnologyfortherightjob.PioneeredbyHornbillin1995andwell beforetheideaofWebServicesevenexisted,thisproductwasthefirst service management tool in the world to include a comprehensive rich client desktop application that works reliably over any network including mobile phones, modems, LAN, WAN and the Internet.
Solution Features
Business Application Development Environment
Supportworks ESP features rapid development and easy deployment:
• Prefabricatedapplicationtemplatescommonlyprovidean80-90%functionalfitrightout-of-the-box. • Templatesareeasilyalteredtoprovidea100%fittoeachbusinessrequirement.
• Simplecustomizationsareappliedthroughthecodelessapplicationdevelopmenttools. • Changesaresimplethroughthedrag-and-dropGUItoolsandwizards.
Comprehensive and Powerful Developer Environment
Where complex functionality or business processes are required, Supportworks ESP provides a scriptable forms environment. This fully-scriptableenvironmentallowscomplexbusinesslogictobeaddedtosystem,providingdynamicformcontent,inputandworkflowvalidationand integration capabilities far beyond the reach of other, more restricted codeless application technologies.
Fully-Scriptable Forms Environment
The comprehensive development environment allows businesses to stretch the boundaries far beyond those that are possible with other service management solutions. Supportworks ESP provides a simple, intuitive development environment that is easily mastered by any IT professional withbasicweborVBAscriptingskills.TheITprofessionalusesindustry-standardJavaScript1.5implementation(ECMA-262,revision3)anda visual script editor that includes Intellisense functionality.
The forms environment is event-driven and fully scriptable. It is comparable in many ways to common visual development environments, such as VisualBasicorthosefoundincommonOfficeapplicationssuchasVBA.
Quick-Start Wizards
Quick-startwizardsconsiderablyreducethedevelopmentcyclewhilealsoreducingthelevelofexperiencerequiredtomodifytheapplication. Mostofthecomplexdevelopertaskshavebeenautomatedbyprovidinganumberofwizardinterfacesforcreatingreports,formsandcomplex data controls.
“Supportworks has helped us to transform our e-service and the speed of response to our customers. It
underpins our customer service approach and gives us the ability to provide excellent service regardless of
the communication media.”
Sharp Electronics
Business Logic / Visual Process Management
Engine (VPME)
The Supportworks ESP platform provides Visual Process Management Engine (VPME):
• Fully-configurablebusinessprocessworkflowengine enableschangestobusinesslogicandworkflowtomeet exacting business processes
• Workflowcanbedesignedgraphicallyandappliedtothe application without the need to shut down the application or servers
• Maximum availability ensured
Application Deployment and Management
Supportworks ESP can run multiple business applications concurrently:
• Application presentation and business process rules designedtosupportthespecificjobfunctionofeachuser connected through one or more of the interfaces • Deployment of applications is similar to web-based
application, removing need for any business-application-specificinstallations
“We now have three, and are about to have four
service desks working through Supportworks and
the obvious benefit of that is the economies of
scale. Ultimately, we can have one operative able
to work three or four support desks and as you’d
appreciate, there are efficiencies with that.”
Hornbill Service Management Ltd.
Ares
Odyssey Business Park
WestEndRoad
Ruislip
HA46QD
UK
Tel:+44(0)2085828282
Fax:+44(0)2085828288
[email protected]
Hornbill Service Management Inc.
300EastJohnCarpenterFrwy.
Suite110
Irving
TX75062
USA
Tel:+19727172300
Fax:+19727172331
[email protected]
For more information about Hornbill’s customers and solutions, please visit: www.hornbill.com
© Copyright Hornbill Technologies Ltd. Supportworks, Assetworks and their logos are trademarks of Hornbill Service Management Limited. The Hornbill logo is a trademark of Hornbill Corporate Limited. All other company or product names are trademarks or registered trademarks of their respective owners. Hornbill pursues a continuous product development policy and reserves the right to amend, alter or remove any of the product references and characteristics herein published without prior notice.
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