Hornbill Supportworks: ITIL Help Desk Software and Service Management Software Solutions

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Business Process Workflow

Call/Ticket Management

Communications Management

Service Level Management

Resource Management

Knowledge Management

Integration Connectors

System Integration

Management Reporting

Platform Architecture

Assetworks Discovery

Single Console Interface

Network Device Discovery

Application Service Discovery

Desktop Remote Control

Management Reporting

System Integration

Service Level Management

Additional Information

Managing and meeting your service commitments and obligations

Supportworks ESP includes a fully configurable Service Level Agreement (SLA) engine, with support for international time zones. Service Level Triggers define escalation and notification options, which include the pop-up Supportworks Messenger, email and even SMS text messages to mobile phones. This ensures that no call reaches a response or fix deadline without warning being issued to the relevant support staff. In addition, "back-to-back" SLAs are fully supported that monitor the performance of your third-party service providers.