Business Issues Quality
Business Issues Channels Enterprise Services SME Technology
Module Header
Craig WentworthMWD Advisors
Craig Wentworth
16th April - Egnyte the blue touchpaper...
Louella FernandesLouella Fernandes
Louella Fernandes
11th April - Managed Print Services: Are SMBs Ready?
Louella FernandesLouella Fernandes
Louella Fernandes
11th April - The Managed Print Services (MPS) Opportunity for SMBs
Simon HollowayThe Holloway Angle
Simon Holloway
11th April - Intellinote - capture anything!
David NorfolkThe Norfolk Punt
David Norfolk
11th April - On the road to Morocco

News Release

Hornbill Positioned in Magic Quadrant for IT Service Support Management Tools
Released: 31st October 2013
Publisher: RealWire

Hornbill Service Management today announced that is has been positioned by Gartner Inc. in the Magic Quadrant for IT Service Support Management (ITSSM) Tools.  The global analyst organisation’s report evaluates Hornbill on its completeness of vision and ability to execute.

Gerry Sweeney, Founder and Group CEO of Hornbill Service Management, said: “We are delighted to be included in the Gartner Magic Quadrant. Our ongoing aim is to develop and refine a proactive IT service model which recognises the key challenges our customers face; helps them address those challenges; and delivers value throughout the entire business. Through 2013 and beyond we will continue to improve our offerings and reach out to customers and partners across the globe.”

Hornbill Supportworks ITSM Enterprise v.3.4.14 was the Hornbill solution evaluated for the Magic Quadrant. Supportworks ITSM Enterprise is an integrated service desk solution which delivers a proactive support desk out of the box. It is fully integrated with Twitter, and offers full smartphone-based support, giving support desks more channels with which to interact with their customers.

Gartner's 2013 Magic Quadrant for IT Service Support Management Tools focuses on enterprise-class vendors who meet the Gartner criteria for inclusion, which comprises factors such as the vendor’s ability to execute and completeness of vision. Tools are assessed for functionality including: IT incident, problem and request management; change and configuration management; self-service capability; and Service Level Agreement management.

Vendor performance is assessed through customer references and measurement of brand and mind-share, with analysis of client feedback to identify positive engagement with the vendor’s ITSSM tool. The Magic Quadrant also takes into account the vendor’s overall viability, sales and marketing execution and market responsiveness[1].

For more information on Gartner, or if you are a Gartner client and would like to access the report, please

[1] Gartner Magic Quadrant for IT Service Support Management Tools, Jeffrey M.Brooks, Jarod Greene. 20 August 2013.  Gartner ID number for the report is G00248914.

Further Information

Samantha Sharp
Service Delivery Executive
Tel: +44 (0)1522 883640

Related Links:


Published by: IT Analysis Communications Ltd.
T: +44 (0)190 888 0760 | F: +44 (0)190 888 0761