Service Management for Technology Providers & MSPs

Supportworks is designed to enable B2B technology organisations and outsourced managed service providers to manage the potentially complex matrix involved in supporting external customers, including multiple organisations, sites, contacts, contracts, SLAs, assets and charging models.

Supportworks service desk technology provides a flexible platform to realise many measurable benefits through enhanced customer support. For organisations following ITIL best practice, Supportworks ITSM, ITIL-compatible IT Service Management includes all core ITIL principles as standard, combined with multiple contract management and multi-tenancy capability.

For larger outsourced operations, Supportworks is often deployed in a contact-centre environment where operators are distributed in multiple countries around the globe. Non-polling architecture ensures that the application remains fast and responsive, even with high transaction volumes and connectivity over low-speed network links and VPNs.

Listed below are a few examples of organisations that use Supportworks as a business process automation tool for outsourced service provision:-

Outsource Service Providers

Used by a global outsourcing and consultancy company primarily for service management and business process outsourcing. Solutions deployed to their business units include: - Financial Solutions Supporting outsourced Finance and Accounting Services Accounts Supporting outsourced Accounts Payable Services Procurement Solutions Supporting outsourced Procurement Services Global Delivery Network Supporting IT Services, Finance and HR Support for BPO delivery centres. Supportworks has been deployed by this organisation across the globe, locations include: UK, Madrid, China, USA, India, Czech Republic, Slovakia, Philippines and Norway. Our client's corporate marketing policy prevents us from using their name or logo within our website. If you would like to find out more about this solution deployment you can contact our global accounts manager.

As the worldwide IT partner to the International Olympic Committee, Atos Origin plans, coordinates and implements all IT operations and services required for the Olympic Games, supporting all activities from security and health services, to ticketing, accommodation, catering and transportation. Supportworks is used as the tool for IT service management on all systems used to support the operations of the Olympic Games.

Basilica adopted Supportworks to support its contract to provide IT service management to Regus offices globally.

Attenda uses Supportworks ITSM to enable its 24 x 7 Support team to track Incident, Problem and Change requests.

Wanstor provide proactive IT helpdesk support and hosted desktop services using Hornbill’s Supportworks.