EDITION 6 APRIL 2014

‘
The specialist guide to service desk software and tools

ITSM Tool
Selection
Navigating the maze

In this edition
Service Desk
Certification
How your tool can help
your journey
Case Studies
Accord, Mowhawk
Industries, Cygnor Gwynedd
Council, Missing Piece
and SThree
share their stories
 17 & 18 June 2014, Hilton Metropole, Birmingham

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Think Outside In your service
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 IT Service Buyer’s Guide
Contents
Welcome 5
ITSM Tool Selection - Navigating The Maze 6-9
Tools That Help Your SDI Service Desk Certification Journey 10-11
Quick Look Product Guide 12-14
PP Autotask 15
PP Axios 16
CS Mohawk & assyst 17-19
PP Bomgar 21
PP Cherwell Software 22
CS Missing Piece & Cherwell Service Management 23
PP Citrix 24
PP OpenText 25
PP EasyVista 26
PP Frontrange 27
PP Hornbill 28
CS sthree & Supportworks 29
PP Landesk 30
PP House-on-the-Hill 31
CS Accord Housing & House-on-the-Hill 32-33
PP Marval 34
PP ManageEngine 35
PP Sysaid 38
PP Sunrise 39
PP TOPdesk 40
CS Cygnor Gwynedd Council & TOPdesk 41
PP VivaDesk 42
PP Vivantio 43
PP VoiceTrust 45
A-Z Service Desk Supplier Directory 46-49

PP Product pages CS Case studies

21 High Street, Green Street Green, Orpington, Kent BR6 6BG

Tel: +44 (0)1689 889100 Fax: +44 (0)1689 889227
info@sdi-e.com Ad Sales: robertb@sdi-e.com www.sdi-e.com
 Welcome to the sixth revamped
better looking edition of the IT
Service Buyer’s Guide – your free
bi-annual service desk software
product guide bursting with all of
the information you need to help
you choose from the plethora of
systems available in today’s ever
crowded marketplace.

There are a couple articles in the guide that I’d really recommend you take five minutes
browsing. The first is Barclay Rae’s insightful article on how to navigate your way
through the service desk software maze. Barclay gives us his pragmatic view on exactly
what to look for in a software vendor.
The second article takes a look at how two forward-thinking software vendors have
been working with us at SDI to build best practice reporting in to their system’s
reporting capability. Being able to produce data and metrics reports on your own
service desk that are aligned with industry best practice at the touch of a button is
something I’m sure every service desk manager would love to have access to!
Please feel free to ask SDI for help in contacting the current users of your prospective
software so you can be assured of receiving independent feedback on the good and
the not so good, rather than contacts recommended by the vendor’s sales teams.
A tool can look great value and fit for purpose at the tender stage but when those who
have actually bought, implemented and work with the tool on a daily basis tell us they
spend half their life customising at great expense or building work arounds because
the tool doesn’t live up to expectations.
All of us talk about the software we are aligned with to colleagues and peers - whether
we moan or eulogise about them. That alone won’t change the way the tools are
designed, built or sold. But by helping you to collect individual opinions, we can help
you to work out which tools are minor miracles, and which are ITSM millstones, that’s
the power of SDI.
So enjoy this new edition of the very useful IT Service Buyer’s Guide. We welcome
your feedback and ideas for what you’d like to see in the next issue. Please send your
thoughts and comments to hello@sdi-e.com.

Tessa Troubridge
Managing Director
The Service Desk Institute

5
 ITSM Tool Selection
Navigating the maze.
Every IT organisation
has some sort of Service
Management or ITSM toolset,
from multi-million pound
highly integrated ITSM
applications, to home-grown
logging databases.
Words: Barclay Rae
The value of these systems - when
implemented well - is to provide a level of
automation for service management that
allows the service organisation to concentrate
on service delivery, business focus, quality
and continual improvement.
The industry providing these solutions is
mature (over 20 years) and offers a wide array
of products and vendors. These range from
large multi-national generic IT providers like
HP, CA, IBM and BMC to small independent
ITSM-focussed companies. All offer essentially
similar products, many of which are difficult
to tell apart, and provide basically ‘standard’
ITSM/ITIL process functionality. Some vendors
target specific sectors and other offer a
broader variety of ITSM services like training
and consulting. Most vendors have some
differentiators in terms of product, market
or area of work - some focus on specific
functions like Service Desk or CMDB, or
Service Catalogue, other have chosen new
approaches as the entry point to their tools,
like portals, knowledge or social media.
All the products look the same
From the outside it can look as if there is
little to separate the products; they all look
very similar and, as the market is highly
competitive, there is also often little difference
on price.
6
As a potential buyer of these products the
market can appear daunting due to it’s size
and the ineluctable tide of marketing and PR
stream of consciousness that is pumped out
daily, making great claims for each company
on ROI, service quality, market knowledge,
‘best practice’ alignment etc.
Also, whilst we may say on the one hand that
many of the products look the same (and
core functionality is pretty homogenous), in
reality the products and vendors do differ
significantly in terms of scale, cost (yes),
project approach, buyer involvement, vendor
knowledge and capability, configurability,
user-friendliness etc. So, making the right
choice is not a simple matter and requires
clarity of purpose, requirement and a focused
approach from buyers.
You might also think that, well you can’t go
wrong from buying from one the established
core set of products, so in effect as long
as costs are within expectations, it doesn’t
matter too much who you go for?
This should be true, however why do so many
organisations replace, replace and replace
again in this area? I know many organisations
who are on their third or fourth ITSM toolset
iteration, plus several more who have had
even more than that - including one with
seven major implementations (that I know of,
as well as many other small implementations).
I’ve audited several large organisations over
the years with over 50 implementations of
some form of service management tool or
database (e.g. outside of IT as well).
From my experience the reasons that this
happens tend to be the same and fall on both
sides of the fence - sometimes vendors over-
sell and sometimes buyers under-buy. Many
issues happen because of either inadequate
communications and project management or
a lack of very little real objectives set and ever
measured for what these projects will deliver
- so issues grow with image and perception.
In my experience there are relatively few real
problems that don’t or can’t get fixed with the
actual software - it’s organisations, people and
mis-communication that gets in the way.
How to choose?
For buyers this is not a Coke/Pepsi or even
Apple/ Microsoft simple, limited choice,
although there are some similarities in the
sense that these choices are really based
on personal preference. The central core of
functionality in this market is more or less a
commodity area (Incident, Problem, Change,
SLM, CMDB etc.), so the real differentiators
between vendors are going to be around
how these systems and processes are
implemented, not just what they can do.
Buyers should be looking for more than just
software functionality. Instead it’s worth
trying to find a vendor that understands
your organisation and business, is able to
demonstrate real capability in delivering
to your needs, and who is interested in
your issues and desired outcomes. This
can easily be seen during the first meeting
or presentation - is this a few smooth suits
simply demo-ing what they can do, or an
organisation that wants to work with you to
achieve your goals?
So vendors need not only to meet the
‘functionality’ test, but also the ‘capability’ and
‘chemistry’ tests too!
Buyers take note - will you be happy to
be working with these people for the next
3 - 5 years? Are you comfortable; and
confident that they can work with you and
your organisation, with appropriate levels
of resource and skill, in order to make this
purchase successful?
Rip and replace – why bother?
If you are going to spend a considerable
amount of money, time and resource on
procuring and implementing a new tool, then
to me it is a complete waste of time to do
this and not use the opportunity to improve
processes, practices, reporting and other
aspects of service delivery. Yet in reality this
keeps happening with many organisations
rushing to simply ‘rip and replace’ one system
with another - often when there is little, other
than poor image, wrong with the incumbent
tool.
Of course poor image may have been caused
by a poor implementation. So again buyers
and vendors need to work together towards
clearly defined and understood objectives.
However ‘rip and replace’ can have some
unfortunate consequences - and I’ve seen
this on many occasions. An example I’ve
seen is where an old file structure or process
actually causes problems and inhibits real
improvement in a new tool, because it
was simply transferred from old to new
system without review or consideration!
Outcomes should relate to business, quality
and efficiency improvements, not simply
keeping the status quo or meeting the needs
of technical users - these projects need
executive sponsorship that clarify these needs
and ensures that expected value is defined
and measured - otherwise frankly what’s the
point?
7
 suitable reports, lack of focus on service
issues etc. My recommendation would be to
give some strategic thought to areas such
as service deinitions, catalogue, portfolio,
knowledge and other processes before diving
into Incident -as a way of thinking differently
but also in order to deine clear business
requirements, rather than simply provide
operational functions.

Key points for Buyers…

So buyers should be looking for vendors
that are inquisitive, ask diffcult questions,
challenge requirements and are willing to
push back in order to get to the core of the
requirement and to ensure success. Ask
yourself, is this the sort of company that
I can imagine working together with as a
partner, that wants to help us to improve and
achieve success with ITSM, or a smooth pitch
and demo from some suits who are simply
interested in the £££ or $$$ from a quick ‘rip
and replace’ sale?
One fnal point on approach; most
implementations start with Incident
Management - why? This is often another
simple or apparently obvious process to
tackle, although often 6 or 12 months down
the line there are issues with inability to get
Be clear on your requirements - outcomes,
e.g. like reducing incidents, improving
response times, improving customer
satisfaction etc. - and not just ‘standard’
functionality. You don’t need a 300
page speciication to deine Incident
management! Start shortlisting with
general and business requirements before
delving too deep into functionality.
Choose a vendor, not just a product
- one that can demonstrate that they
understand your business (size, sector,
issues, requirements). Most of the
functionality that you will need and ever
use is available in most of the products.
Choose the best vendor it for you and your
organisation.
Choose a vendor that understands
projects - project management experience,
capability and skills across project and
business as well as technical areas. Also
a vendor who understands and shares
concerns around project risk.
Be ready to work together as a team -
this is a partnership, so you need to be
comfortable about not just ‘functionality’,
but also ‘capability’ and of course
‘chemistry’!
 y
art of Technolog
People - the He

y Incident,
Service Deliverange Management
h
Problem & C Technical Support
Service Desk Migration
Deployment &Support Programme
Infrastructure agement
& Project Man
rcing
strategic resou

strategic resourcing 20% DISCOUNT

FOR SDI MEMBERS

WHO’S PROVIDING
A SERVICE TO THE
strategic
resourcing People -
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9
 Tools That Help Your SDI Service
Desk Certification Journey
One of the many challenges
that service desks face is the
ability to understand and
produce meaningful metrics
reports.
Words: Tessa Troubridge
Following feedback from a significant number
of existing SDI certified service desks, SDI
members and the industry, it became clear
that best practice reporting of service desk
metrics and report generation really does
remain to be one of the biggest bug bears.
Understanding not only which metrics should
be measured but also knowing how to extract
data from the service desk software tool - both
quickly and easily with the least amount of
human intervention possible - is a massive
challenge.
Passionate about helping services desks realise
their full potential, SDI decided to make it their
mission to help service desk professionals find
a way to solve this challenge and make the
headache of service desk reporting a thing of
the past.
So just over a year ago SDI set out to find
a way to ensure that service desks could
produce the performance measures as defined
by the Service Desk Certification best practice
standard, as clear and concise management
reports at the click of the button, with goals,
data and trend lines, all from within their own
tool.
Three vendors so far that have understood,
embraced and supported this need are
Cherwell Software, LANDESK and Sunrise. All of
these foward-thinking vendors have taken the
time to build in to their service desk tools.
10
About Service Desk Certification
By achieving SDI’s Service Desk Certification
an organisation will demonstrate to both its
customers and competitors that its support
operation is truly dedicated to best practice.
In engaging with SDI and the Service Desk
Certification programme to measure and improve
their service desk’s effectiveness and maturity
against SDI’s globally recognised Service Desk
Certification standards, organisations need to
embrace nine certification concepts as follows:
Leadership
Policy & Strategy
People & Management
Partnerships & Resources
Customer Satisfaction
Performance Results
Social Responsibility
Each of these concepts is associated with
a specific set of criteria that determines a
service desk’s maturity against that concept.
Evaluation is based upon 104 criteria, each
with levels of maturity, that measure a service
desk improvement. In order to become an
SDI Certified Service Desk a service desk must
successfully complete an on-site Audit and
achieve the minimum scores defined by the
programme.
Once an organisation has achieved certification,
the programme doesn’t stop there. To ensure
they continue to deliver sustainable service
excellence, the audit programme comprises
follow-up audits to address specific areas of
improvement. This provides the service desk with
the opportunity to improve its maturity rating.
More information on SDI’s Service Desk
Certification Programme is available at
www.servicedeskinstitute.com/best-practice-
standards/service-desk-certiication/
 Cherwell Software
“We were delighted to have been the first
solution provider in the world to achieve
this unique accreditation for our service
desk solution. It has been a rewarding,
collaborative development with SDI to
ensure our software offers SDI compliant
metrics and reports at the touch of a
button, making service desk reporting
challenges a thing of the past. We’re
thrilled to add this enormous value to our
customers.”
Simon Kent, VP of Word Wide Customer
Experience, Cherwell Software
For more information on Cherwell Software visit
www.cherwell.com
a series of new reports that are compliant
with the SDI Standard for Performance Results
Reporting. Their customers can now produce
all of the performance metrics reports they
require to be aligned with the best practice
standard at the click of a button. The new
reports display their service desk’s data
graphically showing key metrics trended over
a rolling 12 month period. Each report depicts
actual performance and the future trend in
relation to the agreed level of performance
targeted. The ability to monitor performance
Sunrise
“The road to excellence via ‘continuous
improvement’ is the holy grail for service
and support teams.But how do you know
whether you are improving or regressing
without the right information and
reporting? The SDI Accreditation makes
this information truly available, for the
first time. At Sunrise we are committed
to helping our clients to provide the best
possible support to their customers and
strong reporting is a vital component of
any Service Desk. That is why we have
included the SDI Accreditation in our
Sostenuto ITSM solution. After all when
something goes wrong, it is the Service
Desk that is tasked with putting it right.
Now, the Service Desk has the information
it needs, with the visibility and ability to
pull all the various strands together into
one single view of intelligent data that can
be acted upon.”
Neil Penny, Product Director
For more information on Sunrise visit
www.sunrisesoftware.com
trends over time ensures that service
desks can take pro-active action to head off
performance issues before they become
problems.
As we go to press, more service desk software
suppliers are recognising the need to align
their software to the SDI Certifcation standard
in order to help their customers comply with
best practice. It may be worth asking your
supplier what their plans are to make your
reporting simpler and more effective.
11
Quick Look

IT Management Platform
Product Guide

Remote Support

Cherwell Service
Axios Systems

Management
GoToAssist

Cherwell
Altotask
(UK) Ltd

Bomgar
Key:  - Yes  - No

Citrix
assyst
Company & Product
Type of product PSA / Service Service Desk Service Desk, ITSSM - ITSSM Service
Desk and IT Service Software, Remote Service Management
Management Support Tool, IT Management Software, Asset
Software Monitoring Tool Software Management

SaaS version     
Cloud version     
Off the shelf version     
Product easily configurable by the user     
Consultancy available    
Regular User Groups     
Size of customers frontline teams <10 25% 5% 0% 10%
10-30 25% 5% 45% 25%
30-75 25% 10% 40% 30%
75+ 25% 80% 10% 15%
Integrated event survey tool     
Integrated reporting tool     
Integrated Asset Management     
Ability to identify ‘Key Users’     
Easy access to SLAs and current status against targets     

Ability to connect to telephony     

Ability to integrate with social media     
Alerts for SLA breach     
Ability to log and manage requests for change     
Includes Knowledge Base     
Knowledge Base pre-loaded     
Includes Self Help Tool     
Includes Self Service Tool     
Includes Service Catalogue Tool     
Live Incident or Problem reports     
Software accessible via mobile devices     
Ability to install customer reports     
Ability to create workflow diagrams     
Last major release date Feb 2014 Jul-13 16/07/2012 Oct-13
Next major release date Jun 2014 Autumn 2013 Q4 2013 Jul-14
Free updates/upgrades     

SDI Performance Results Compliant   

Customer service certifications ISO/IEC 20000, PinkVERIFY 2011

Pink Verify (12 certification (11
Processes) processes), Serview
Certified ITIL Tool

Name of resellers: A global network of

reseller partners

12
 HEAT Service Management

MSM Integrated IT Service

HEAT Client Management
FrontRange Solutions

Management Software
LANDesk Service Desk
LANDesk Software
House-on-the-Hill
Hornbill Service

ManageEngine
ServiceDesk Plus
Assure for ITSM
EasyVista Inc.

Software Ltd.
Management
Supportworks

SupportDesk

OpenText
EasyVista

Marval
Service Service Service Desk Service Desk IT Software ITSM IT Service Service Desk
Desk, Asset Management Software Solution Software Software Management Software
Management software and Service Desk
Software

 
 
 
 
 
 
3% 20%
17% 35%
40% 30%
40% 15%
 
 
 
 
 
 
 
 
 
 
 
10% 39%
20% 44%
50% 7%
20% 10%
 
 
 
 
 
 
 
 
 
 
 
10% 5%
30% 25%
35% 50%
25% 20%
 
 
 
 
 
 
 
 
 
 
 
10% 15%
50% 40%
30% 35%
10% 10%
 
 
 
 
 

 
 
 
 
 
 
 
 
 
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 
 
Apr-13 Jul-13
Spring 2014 Jan-14
 
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 
Jun-13 2013
Q4 2013 2014
 
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 
 
 
 
 
 
 
 
 
 
 
Jun-13 Apr-13
TBA TBA
 
 
 
 
 
 
 
 
 
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 
 
 
 
Q2 2013 Apr-13
Q1 2014 Oct-13
 

       

Pink Verify Pink Verify Pink Verify 2011 Pink Pink Verify Pink Verify V3, Marval is ISO/ Listed in Gartner
2011; Gartner (HEAT ITSM Certification Verification and OGC 15 processes IEC2000 certified. Magic Quadrant
Magic please ask for (10 Processes) PinkVery (15 2013 for ITSSM
Quadrant details) processes) MSM Tools
2012 & 2013 Cabinet Office
ITIL process
compliant.

EasyVista has Global Pink Elephant SA, 3ntity, Whitlock, Visit Global Network of http://www.
global network Network www. Cedar Technology, eProcess, Bytes, www.landesk. resellers manageengine.
co.uk/partners/
of partners frontrange.com/ Bittercreek, Polaris Belarc, LJM Vivento com/me_partners.
amea.aspx
partners RAD Net Sdn. Bhd, Systems, html
Software Ltd ServiceIT+ Inc, Gelisim, MET, to find out
www.rad.co.uk Messa Isoft more

13
 SysAid Technologies
Sunrise Software

Vivantio Limited

Vivantio Limited

VT Password Reset
TOPdesk Service
TOPdesk UK

Vivantio ITSM
Management

Voice Trust
Sostenuto

VivaDesk
SysAid
Company & Product
Type of product Service Service Desk ISTM, FM software Help Service User
Desk Software , eHRM Desk Desk self-service
Software ITSM Software Platform Software
and
ITSM

SaaS version  
Cloud version  
Off the shelf version  
Product easily configurable by the user  
Consultancy available  
Regular User Groups  
Size of customers frontline teams <10 Y 50%
10-30 5% 18%
30-75 30% 17%
75+ 50% 15%
Integrated event survey tool  
Integrated reporting tool  
Integrated Asset Management  
Ability to identify ‘Key Users’  
Easy access to SLAs and current status against targets  
 
 
 
 
 
 
25% 50%
50% 30%
20% 10%
5% 10%
 
 
 
 
 
 
 
 
 
 
 
0% N/A
50% N/A
30% N/A
20% N/A
 
 
 N/A
 
 

Ability to connect to telephony      

Ability to integrate with social media  
Alerts for SLA breach  
Ability to log and manage requests for change  
Includes Knowledge Base  
Knowledge Base pre-loaded  
Includes Self Help Tool  
Includes Self Service Tool  
Includes Service Catalogue Tool  
Live Incident or Problem reports  
Software accessible via mobile devices  
Ability to install customer reports  
Ability to create workflow diagrams  
Last major release date Sep-13 Oct 1st 2013
Next major release date Q1 2014 Jan 2014
Free updates/upgrades  
 
 
 
 
 
 
 
 
 
 
 
 
Nov-13 Q3 2013
Apr-14 Q4 2013
 
 N/A
 N/A
 N/A
 
 
 
 
 
 
 
 
 
Q3 2013 Apr-14
Q4 2013 Every 2
months
 

SDI Performance Results Compliant     

Customer service certifications Pink Verify Pink Verify Best in Class ITSM ISO (Common
and SDI Incident Review: Incident & certification)
Performance Management, Problem Management,
Results Problem Pink verified ITIL V3 +
Allconsultants are ITIL
Compliant Management,
certified & Prince 2
Change qulaified, ISAE 3402 Type
Management. 1 ISO 27001, ISO 9001 &
amsix certified

Name of any resellers: Consist (Israel) Aspect/Voxeo,

SysAid Australia CapGemini,
SysAid Brazil IBM Global
Services,
T-Systems,

14
 Autotask
IT Drives the World. We Drive IT.
®

Autotask Corporation helps IT organizations worldwide work

smarter with a complete, cloud-based IT business management
platform that enables efficiency, accountability and access to
the metrics that drive intelligent business decisions. With built-
in best practices and workflow automation, Autotask speeds
time to revenue while continually improving service delivery.
Autotask is available in seven languages and used in over 70
countries. Headquartered in New York, Autotask has offices
in Beijing, London, Munich and Sydney. Visit autotask.com for
more information.
Key Features
10 Ways Autotask Automates your IT
Business List of courses: Lunch and Learn Series 12 – 3pm
zz Centralizing Data

zz Managing Customer Information 10th April Birmingham

zz Capturing and Converting Managed 7th May London
Services
17th June Manchester
zz Implementing Automated Workflow,
Escalation and SLAs 2nd July Dublin
zz Processing Customer Service
Requests

zz Implementing IT Consulting
Engagements

zz Monitoring and Billing Field Service

“The training was excellent and structured very well.
Time Particularly, I was very impressed how there was extra staff to
zz Billing and Invoicing Cycles
assist during each workshop portion.”

zz Measurement and Analysis Peter, Network Outsource

zz Leverage Existing Tools

Company Details
Autotask (UK) Limited
Ambassador House, Paradise Road
Richmond TW91SQ
+44 (0) 203 006 3147
www.autotask.com

Free training
15

Key Features
zz Making ITSM simple: Manage
services, support cases and assets
in one cohesive application
zz Enterprise-class technology: All
ITIL processes in one integrated
application
zz Easy to use: Visual tools, drag-and-
drop functionality and an intuitive
user experience make using assyst
simple and painless
zz Easy to buy: Simple per-user
pricing is easy to buy and adjust
zz Social collaboration: Enables IT
problem solving, knowledge sharing
and peer-to-peer support
zz Multichannel support: Give IT
customers the choice of phone,
email, web, mobile and chat
zz Built for flexibility: Designed for
flexibility, assyst meets your needs
through simple configuration
zz Easy integration: Ready-made
connectors make it easy to integrate
with hundreds of 3rd party systems
zz Seamless upgrades: One
application means one on-premise
upgrade path, or automatic upgrade
if you choose SaaS
zz Powerful Analytics: Real-time
dashboards and a powerful
reporting wizard fuel effective
continual improvement
16
assyst
assyst is a flexible and configurable ITSM solution
that helps your organisation quickly optimise IT
infrastructure and operations, reduce costs and
maximise business value.
assyst, is everything you need from an ITSM suite in one
application. It gives you the tools to design, deliver and manage
your service portfolio — available via SaaS, on-premise, or
hybrid.
Whatever challenges your IT department is facing, assyst
is powerful and flexible enough to help you overcome
those challenges and drive IT forward. Designed as a
single application, assyst provides a unique combination
of enterprise-class ITSM functionality and easy application
ownership.
Our philosophy is to look at the bigger picture, and your
business goals. We work with customers to help them on
their ITSM journey to excellence - not just sell a tool. By
framing our software with 25 years’ experience in consulting
and implementation, we help clients achieve a level of ITSM
maturity that really benefits the business.
zz Founded in 1988, we’ve pioneered ITSM technology and best
practices for 25 years.
zz Every one of our consulting staff is ITIL Service Manager
qualified.
zz Our assyst solution reflects the latest best practices and our
own visionary innovation.
“Having one single system, assyst, in place provides us with an
overview of our IT infrastructure and environment. We now
all speak the same language and feel that we have chosen the
right solution to achieve all of these goals.”
Lene Dueholm, Director of Project &
Administration Support, Lego
Company Details
Axios Systems plc
60 Melville Street
Edinburgh, EH3 7HFv
0131 220 4748
www.axiossystems.com
Quick Specification
Number of UK sites/customers: 200+
Number of Worldwide sites: 1000+
Type of System: SaaS, On-Premise and Hybrid
Operating System required: Any browser-enabled device
Prices available on application
 Case Study
Mohawk increases first line resolution and improves
customer service for it’s 25,000 employees with Axios assyst
For more than 25 years, Axios
Systems has been committed
to innovation by providing
rapid deployment of IT Service
Management (ITSM) software. With
teams in 22 locations globally and
over 1,000 successful customer SaaS
and on-premise deployments, Axios is
a worldwide leader in ITSM solutions,
with an exclusive focus on ITSM.
Axios’s enterprise ITSM software,
assyst, is purpose-built, designed
to transform IT departments from
technology-focused cost centers into
profitable business-focused customer
service teams. assyst adds tangible
value to each client’s organization by
building on the ITIL® framework to
help solve their business challenges.
Axios is headquartered in the UK, with
offices across Europe, the Americas,
Middle East and Asia Pacific.
The Client
Mohawk Industries Inc. is the world’s largest
flooring company, selling and supporting an
expansive line of products from carpet and
rugs to ceramic tiles for both households and
commercial operations. Founded in 1878,
Mohawk now operates on a global scale and
employs more than 25,000 staff members
worldwide, with global IT staff across North
America, Europe, and Asia.
The Challenge
Mohawk wanted better results and faster
support from their Service Desk, without raising
overall costs. Several requests were sent to
Information Services (IS) asking for a more
robust, self-service offering, a revamp to the
outdated “etickets” site, and a user knowledge
base where users could participate in “level zero
resolution”.
Mohawk evaluated the processes and toolset
they had in place to see if they could improve
efficiencies. Having used HP Service Center for
over a decade, Mohawk was faced with two
options: upgrade to the latest version of HP’s
tool or replace the IT Service Management
(ITSM) system with a solution that was designed
with their core needs in mind.
Their goal was to find a solution that
encompassed all aspects of ITSM, was geared
towards Knowledge-Centered Support (KCS)
fundamentals, and had a sleek, engaging end
user interface. The project goal was to deliver
an intuitive solution that could be rolled out
globally for technical services, drawing from
industry best practices to provide measurable
improvements to the customer experience
throughout the support lifecycle. Ideally, the
chosen solution could also be utilized in other
departments, including HR.
The Solution
Mohawk migrated to Axios Systems’ ITSM
solution, assyst, in June 2012, as it was the only
solution that could fully meet all their needs.
Operating globally, it was important that assyst
was compatible with multiple languages and
was highly scalable. Straightforward integration
with existing technology was another key
requirement, as it made the migration easier
and allowed assyst to be deployed quickly with
minimal disruption to the business
17
 Case Study

“Due to the enhanced, multi-lingual

capabilities of assyst, Mohawk was able to go
live globally all at once. We executed a cold
turkey cutover, taking one system down at
11:59 PM and starting assyst going forward
from midnight. From that point on, assyst
was our tool for all Incident Management.”
Joshua Smith, ITSM Team Lead, Mohawk Industries

Additional benefts Mohawk identifed in assyst

were:
zz Hot Topics Section/Outage and Alerts Section
zz Self -Ticketing with interaction throughout
ticket lifecycle
zz Customer Satisfaction Surveying
zz Fully indexed and searchable knowledgebase
zz Robust Notifcations
zz Workfow capabilities
zz ITIL v3® based process fows
Having been successfully rolled out within IS,
Mohawk was keen to get greater return on
investment and purchased additional assyst
licenses for HR. assyst has now been rolled out
by the HR department for Incident Management.
All calls are logged into the HR Live system (the
name and brand of their center of excellence).
When any employee calls, the call is logged and
worked/escalated as needed. Through assyst,
the HR department tracks what employees
are calling in about, surveys them to gauge
satisfaction, and tracks changes and scanning of
items into the employees permanent fle.
18
 Case Study
Results
Mohawk had a goal to drive users to the portal
to reduce call volume, allow for self-service
during major outages. This was easy to achieve
with the assyst Self-Service Portal, where all
business users can now log and view the status
of their requests.
Prior to implementing assyst, several
departments were only meeting SLAs 82% of the
time. Even emergencies, with a target of 90%,
were often missed. Within only nine months
of implementing assyst, Mohawk reported an
overall resolution rate of 97.9% within their
SLAs, far exceeding their goals and helping to
deliver a better customer experience.
In addition to this, in only two months, Mohawk
experienced a decrease in phone call abandon
rate by over 4%, dropping even lower to only
2-3% abandon rate within nine months of
rollout. With Mohawk increasing their overall
effectiveness and productivity through assyst,
they were able to handle calls quicker and
increase the amount of people served before
they were kept on hold too long and hung up.
Mohawk has also seen a decrease in overall
Enterprise Emergency rates per month. The
rolling average was previously 17, and is now
9.3. They have also seen a 15% increase in
First Line Resolution (FLR). Joshua Smith adds
“Putting in the new tool allowed us to refocus
on what should truly be FLR. In three months,
we saw a steady increase in what the Support
Center could handle. In six, we realigned our
process, and now the frst and second level
desktop teams are combined for a much higher
FLR. I can comfortably say before we combined
the team the SC hourly employees, the true frst
level, can now handle far more today than they
could eight months ago.”
assyst has also been a great success for the HR
department, which can now look at an employee
and see how many times an employee has
called/been called about, upload documents to
an employee fle, escalate to benefts, payroll, HR
Generalist (for wri ups, termination) and provide
income verifcation.
“Before assyst, the Daltile
Customer Service teams used
excel or notepads. The ability to
track and maintain the customer
interactions within the tool has
allowed us to make the customer
happier. That is invaluable in
trying to provide world class
Customer Service.”
Beverly Randall, Director, Daltile Customer Service,
Mohawk Industries
“Our core strategy was to improve the end
user experience… hands down, we had
to increase user acceptance of the end
user portal. Our strategy revolved around
improving self-service to the point our metrics
reflected 70% eticket vs. 30% calls.”
Joshua Smith, ITSM Team Lead, Mohawk Industries
“Thanks in large part to the ease of use within
assyst, our users have utilized our self-service
portal like never before. Almost 70% of all
our interactions reach EMEA teams from the
self-service website, assystNET”
Ludovic Six, IS Support Team Lead, EMEA
“Using assyst has allowed us much more
flexibility and eased the editing of customer
records, attaching files and adding
screenshots. Capturing all parts of the
customer interaction is vital for a successful
help desk.”
Terena Cross, Support Center Supervisor, Mohawk
For more information about Axios Systems, please
visit www.axiossystems.com, Twitter or YouTube
channel.
19
 Complete Service Desk Solutions
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 Bomgar
Bomgar provides remote support solutions for easily
and securely supporting computing systems and
mobile devices, including Windows, Mac, Linux, iOS,
Android, BlackBerry and more.

Bomgar is the only remote support solution that combines

comprehensive mobile support with stringent security features
so you can support nearly any device, anywhere in the world,
without sacrificing security or compliance. With Bomgar,
you can support remote systems and devices, including
smartphones and tablets, regardless of location. Support reps
will resolve issues more quickly, improving productivity and
customer satisfaction.
A growing body of research shows remote access tools ares
used in more data breaches than any other attack pathway.
Key Features Bomgar’s unique appliance-based design keeps access to your
systems and data safe behind your own firewall and security
zz Screen Sharing—See and control
remote devices measures.

zz Chat—Chat with end-users and

other reps
zz Architecture: Centralised, security-hardened appliance never
zz File Transfer—Transfer files to and passes data or system access through a third-party
from the remote system
zz Authentication: Integrates with existing identity management
zz Jump Technology—Allows reps
and authentication tools
to access unattended servers or
desktops zz Access controls: 75+ permissions can be administered by
zz Multi-Platform Support—
group or individual
Windows, Mac, Linux, iOS, Android, zz Audit: Ful audit trail of session events and video recording
BlackBerry, etc.

zz Mobile Rep Consoles—Provide

support from iOS and Android
devices
zz Collaboration—Share / Transfer
sessions with internal and third-
party reps
zz Security—Integrates with IDM tools
and includes 75+ user permissions
“One of the immediate benefits for us was the ability to save
time by not having to go to the user’s location to provide
support. This capability has dramatically increased our first
time fix rate to around 70 percent.”
Bucks New University

zz Audit—Securely records detailed

logs of session activity

zz Integrations—Integrates with
leading service and help desk
systems
Company Details
Bomgar UK Ltd
Suite 4, Anglers Court
33–44 Spittal Street
Marlow SL7 1DB
+44 (0) 1628 480 222
www.bomgar.com

Quick Specification
Number of UK sites/customers 425
Number of Worldwide sites 7,500
Type of System Remote Support
Operating System required Windows, Mac, Linux, Android, iOS,
Blackberry

Contact Bomgar for pricing

21
 Cherwell Service
Management®
Transforming ITSM customer experience.

Cherwell Service Management® (CSM) delivers an

innovative, award-winning, and holistic approach to IT service
management (ITSM), allowing IT and support departments to
align strategically and deliver maximum value to the business.
Using CSM’s fully integrated modules within one platform, win
over your customers with the industry’s best collaborative self-
service portal experience; work anywhere, anytime via mobile
browser and native iOS®; deliver highly acclaimed business
intelligence dashboards and reports; automate your business
with powerful interactive work fow automation; provide key
Key Features ITIL® processes; and implement seamless upgrades via truly
codeless confguration.
zz Truly codeless, highly
configurable and flexible.
Cherwell Service Management
can do business the way you do
business.
“With Cherwell, we were further ahead in three months than
we were with our previous solution in three years.”
zz Superior mobility with anytime, Johan Swart
anywhere access. Rely on GM IT
anytime, anywhere access via Super Group
mobile browser and native iOS.
It’s like having an on-demand
business GPS in your pocket. “With Cherwell, you can change absolutely everything. I’ve seen
very few systems that allow you to customise the whole user
zz Business intelligence dashboards
and reporting. Generate the
interface to how you want it.”
Delal Miah
right reports for every manager;
IT Helpdesk Manager
deliver premium business value
British Heart Foundation
dashboards at your fingertips
with automatic updates.
“Flexibility was absolutely key, and we couldn’t compromise
zz The industry’s best collaborative
self-service portal. Leverage your on this requirement. With Cherwell, you can say, I want it to
limited IT resources and increase do this, this way. I can dictate to Cherwell. It doesn’t dictate to
customer satisfaction. You can me.”
consolidate multiple portals into Steve Weller
a single site. Head of Applications Management
SCISYS UK Limited
zz Flexible licensing and hosting
models. You choose what
works best for your business-
subscription or purchase, hosted
on-premises, hosted by Cherwell,
or hosted by a third party.
Company Details
Cherwell Software Limited
Delta 1200, Delta Office Park,
Swindon, SN5 7XZ
+44 (0)1793 544888
sales@cherwell.com
www.cherwellsoftware.co.uk

Quick Specification
Number of UK sites/customers 225+
Number of worldwide sites 650+
Type of System Internal support, external support,
development platform
Operating System required Microsoft Windows XP or higher,
MS SQL Server 2003 or higher

POA - depending on deployment model chosen

22
 Do you need help
with reporting?

“Cherwell Service Management®

helps us with reporting. With our
previous tool, that’s something
we really struggled with.
Because we’re thinking of going
for Service Desk certification via
the SDI, it’s great that Cherwell
Software’s service desk solution
offers SDI compliant metrics and
reports. Cherwell Software is really
supporting us on our Service
Management journey.”

Nici Cooper
Assistant Director, Support Services
University of Wolverhampton

Find out more about the University of Wolverhampton’s experience

with Cherwell Service Management. Visit www.cherwellsoftware.co.uk
Learn why organisations across the globe choose Cherwell Software.
www.cherwellsoftware.co.uk/resources/success-stories

www.cherwellsoftware.co.uk
Tel: +44 (0)1793 858181
 GoToAssist
Easily deliver technical support with the worldwide
market leader in remote support.
GoToAssist helps small and growing businesses
improve customer satisfaction, increase first-time
call resolution and streamline operations.
Customer contact centres and support organisations around
the globe choose web-based GoToAssist Corporate for its ease
of use, dependability and speedy return on investment.
With GoToAssist Corporate’s robust tool set, your
representatives can securely view and control customers’
machines and mobile devices to fix issues fast. Use the
Management Centre to easily manage, monitor and report on
your contact centre activity.

Key Features Our customers report:

zz Securely view and control
zz Increased first-call resolution rates of up to 70 percent
customers’ machines and mobile
devices. zz Lower total call volumes due to fewer repeat calls
zz Initiate support with fastest zz Thousands of dollars saved in travel costs
time-into-session.
zz Customer satisfaction in the 90 percent or higher range
zz Multi-session — —each rep can
support up to 8 customers at a
time.

zz Team collaboration and session
transfer.
zz Chat-alone support and
in-session chat.
zz Easy administration and robust
reporting — track team and
individual metrics.
“With GoToAssist, we decreased average handling time by 40
percent. We continually receive feedback from our customers
that they are very satisfied with GoToAssist and their support
experiences.”
Robert Bell
Director of Product Support Services
Eclipsys Corporation

zz Record and monitor sessions for

training and accountability.

zz Measure customer satisfaction with

built-in surveys.

zz Integrate with CRM tools for

smoother, faster service.

zz Easy implementation, free updates

and 24/7 support.

Company Details
Citrix Online UK Ltd
Chalfont Park House
Chalfont Park, Gerrards Cross
Bucks SL9 0DZ
United Kingdom
+44 (0) 800 011 2120
uk@citrixonline.co.uk
www.gotoassist.co.uk

Quick Specification
Operating System required: SaaS

24
 Assure for ITSM
OpenText enables you to provide extraordinary IT
services. Two of the five largest service desks in the
world depend on our solutions.

Assure for ITSM is built on our enterprise-grade Business

Process Management (BPM) engine. BPM provides easier
process creation and modification, as well as more powerful
systems integration capabilities: supporting your unique
business processes and future-proofing your ITSM investment.
Assure is deployed in cloud or on premise, depending on
customer preferences.
Tesco will log more than 10 million tickets this year, illustrating
the scalability of the OpenText solution.

Key Features
zz Aligned to ITIL® from day one, with
comprehensive process support
zz Mobile support: iPhone, iPad,
Blackberry, Android, Windows
Phone
zz Portal self-help, shopping cart, loan
pool, authorisation and surveys
zz Powerful localisation for follow-the-
sun and global operations
zz Integrate SNMP events, IP asset
discovery, SCCM and SCOM
zz Graphical Network Mapping
(physical and logical)
zz Easy development and support for
solution delivery outside IT
zz On-premise and cloud hosting, up-
front and SaaS licensing
Our ITSM solution is fully aligned with the ITIL framework,
supporting:
zz Incident, Request, Problem, Change, Release and Knowledge
Management
zz Service Catalogue, Configuration, Event, SLA and Access
Management
zz Demand, Financial, Capacity, Availability, Continuity, Security
and Supplier Management
zz Effective Continual Service Improvement
Assure delivers value out-of-the-box and supports cost
effective on going enhancement, enabling you to improve:
zz Customer experience
zz Operational efficiency
zz Reporting and business insight

zz Specialist support services and “I’ve never needed convincing about the quality and flexibility
named account managers of the OpenText solution. It’s 2000 times better than our old
zz Pre-integration with other OpenText system” BBC Worldwide
products

Company Details
OpenText
420 Thames Valley Park Drive,
Thames Valley park, Reading
Berkshire, RG6 1PU
+44 (0) 118 984 8000
www.opentext.com/bpm

Quick Specification
Number of UK sites/customers +200
Number of Worldwide sites +400
Type of System Comprehensive IT Service
Management Solution
Operating System required Microsoft

25
 EasyVista, Inc.
EasyVista Inc., a leading provider of IT Operations
Management software, has more than 20 years of
experience as a pure player in the IT Management
space.

EasyVista is a leading, global provider of cloud based IT Service,

Asset Lifecycle and Organizational Service Management
solutions for the large enterprise. We specialize in helping
Blue Green organizations make the transition from traditional IT
Operations Management that was designed for a very different
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time, to ‘New IT’ Operations Management designed for now

Key Features
zz The first IT Service Management
solution to be certified for the
cutting-edge ITIL 2011 compatibility
in 11 processes through PinkVERIFY.
zz EasyVista’s Social networking
facilitates process collaboration and
validation on a global scale. Real
time chat and discussion boards
are the perfect knowledge sharing
solution. There is no better way to
maximize productivity!
zz myEasyVista is a unique and
innovative ser¬vice providing
cloud analytics, activity monitoring,
contract statistics and system
maintenance activities. myEasyVista
is a personalized guide to more
efficient usage of the EasyVista in
the Cloud service.
zz Anytime, Anywhere Accessibility
– EasyVista provides a flexible
approach to accessing the content
in demand, whenever and wherever
it’s needed. EasyVista is available on
all major mobile platforms.
zz At the heart of EasyVista is a
codeless design engine- a drag
and drop environment allowing
you to build workflow and connect
services. With EasyVista, you can
easily integrate at a process level
with external ap¬plications and
services, as well as graphically
design supporting workflow.
and the future. We transform your customer experience,
simplify the management of IT, provide visibility and
intelligence and we help you extend workflow automation
services to other functions within your organization, such as
HR, facilities and customer service.
In short, it is not what we do; it’s the way that we do it.
Easyvista:
zz Requires no coding or scripting
zz Ensures all configurations are maintained upon upgrade
zz Maintains verification in ITIL service delivery processes by
Pink Elephant
zz Seamlessly supports global organizations with multi-lingual
requirements
zz Ensures optimal up-time with multiple Cloud Management
Centers around the world
zz Offers the flexibility to choose - on-premise, in the cloud or
a hybrid model - and a single source-code, so you have the
ability to change at anytime
EasyVista’s SaaS IT Service, Asset Management and OSM
solutions have experienced astounding growth over the
past few years and we have been awarded many prestigious
Analyst accolades, including multi-year recognition in the ITSSM
Gartner Magic Quadrant.
“The product was incredibly easy to implement with record
time-to-delivery of 6 weeks and little onsite support needed
from their Professional Services team. EasyVista has enabled
us to rationalize our service desk and improve its reliability: our
rate for lost calls has fallen from 40% to 2%!”
Sheree Fields, Chief Information
Officer Expro Group USA

Company Details
EasyVista, Ashridge Business Centre
Berkhamstead House, 121 High Street
Berkhamstead HP4 2DJ, UK
Tel: +44 (0) 1442 200 120
Fax: +44 (0) 1442 200 121
www.easyvista.com

26
 Hybrid IT Service and Client
Management software…
from a single platform, in the Cloud, On-Premise and
Everywhere In-between

FrontRange is a leading provider of Hybrid IT software

Key Features
zz Fully integrated voice
zz Self Service—frees up resources for
other tasks
zz Highly Flexible and scalable to meet
the needs of dynamic and growing
businesses.
zz Intuitive Workflow Designer
zz Performance Reporting
zz Automated Change Scheduler
zz Knowledge Management with
contextual relevance
zz Software Licence Management
zz Service Catalogue
zz ITIL V3
zz Licence Manager, Discovery,
Desktop Server Management
integration
zz On premise, Cloud or hybrid
solutions for organizations of all sizes.
With its suite of HEAT applications, FrontRange is the only
company in the world that provides, from a single platform,
Service Management and Client Management software on-
premise and in the cloud.
HEAT manages millions of service interactions and millions of
devices every day for more than 15,000 leading organizations
around the world.
FrontRange customers deliver world-class service while
maximizing operational efficiencies with reduced cost and
complexity.
With HEAT Hybrid IT Service and Client Management solutions,
you can easily request a service or change, automatically
approve and authorize the request, plan for appropriate
remediation measures, automatically deploy the changes
to the end users, monitor compliance and service level
agreements and control your services portfolio on an ongoing
basis to ensure enhanced service quality and customer
satisfaction.
“FrontRange ITSM has helped me to deliver improved,
consolidated services across 12 service desks in 11 countries
dealing with 100,000 tickets a year. We delivered to aggressive
timescales without disrupting Business As Usual and are
now reaping the rewards of improved service quality and
compliance, reduced IT costs and maximised operational
efficiencies.” Alun Munday, Director, Service
Management & Production Control,
AVIS Budget Group

Company Details
FrontRange Solutions
Benyon House
Newbury Business Park
Newbury
Berkshire RG14 2PZ
+44 (0) 1635 516 700
www.frontrange.com
Twitter: @frontrange

Quick Specification
Type of System IT Service Management
Support Options Follow the sun and full training
Operating Systems SaaS, Microsoft SQL 2008, Windows 7,
Windows XP, Windows Server 2003,
Windows Server 2008.
Web client supports all
popular browsers.

On premise. In the Cloud. Everywhere in between.

27

Key Features
zz Unique Human Touch features
help IT staff focus on improving
the service experience
zz Familiar and intuitive interface
eases adoption across the entire
IT organisation
zz Strong reporting and executive
dashboards to manage ITSM
performance
zz Engaging SelfService portal
encourages users to help
themselves
zz Automation reduces unnecessary
calls and IT workload
zz Integrate with social channels
zz and collaborate with
communities
zz Pink Veriied for 10 ITIL processes
zz Fast to install, highly conigurable
and minimal need for
professional services
zz Choice of On-Premise, SaaS or
Hosted deployment models
zz Multiple service desks on one
technology platform
zz Technology partners: BOMGAR,
Certero, Execview, Fastpass, Right
Answers
28
Supportworks
Hornbill is an IT Service Management solution
provider with a focus on the real people who
make IT happen: our customers.
We understand that the heart of the service desk is the team of
individuals who work hard to provide the best possible levels of
service to their end users. With budget pressures and the need
to achieve improved results with less resource, we know this
isn’t always easy.
Hornbill offers award winning ITSM solutions designed to
match our customers’ needs and different levels of IT Service
Management maturity. We know that one size doesn’t ft all, so
customers have the freedom to choose the deployment model
that best serves their business.
Our ITIL-compatible service desk solutions, Supportworks,
can be deployed on-premise, hosted or in the cloud with
myservicedesk.com. We offer our customers fexibility and
choice, with the ability to migrate between solutions whilst
retaining the value of licenses already purchased.
By providing unique levels of insight into end-users, we help
service desk teams to better understand the needs of their
customers and prioritise requests. Our goal is to enable service
desk staff to provide their end users with a frst-class service
experience, and demonstrate tangible value back to the
business.
“The number of issues that come into support via self-service -
where the customer answers the question themselves -
actually outstrips the number of issues being dealt with by
physical people in the team. So we can deal with 100% more
issues than we were able to prior to the implementation of
Supportworks.” Adam Paton,
ID Business Solutions
Company Details
Hornbill Service Management Limited
Apollo, Odyssey Business Park
West End Road
Ruislip HA4 6QD
+44 (0) 208 582 8282
hello@hornbill.com
www.hornbill.com Twitter: @hornbill_sys
Quick Specification
Type of System IT Service Management system
Support options Full software maintenance and full
technical support services
Operating System required Windows 7 & 8, Windows XP for
desktop client, Windows Server 2003,
Windows Server 2008 R2,
Windows 2012 for Supportworks
ESP server. Web client supports
all main popular browsers.
 Case Study
SThree embraces BYOD, powered by Supportworks
SThree is an international staffing and
recruitment company with 64 offices in
20 countries, supporting over 2,200 IT
users.
Staff across the globe need constant
access to services such as recruitment
software, telephony, virtual desktops
and increasingly require access when
on the go, either working remotely or
travelling between client meetings.
Background
SThree originally used a work management
system developed in-house for its ITSM needs.
As the company grew, this system could no
longer cope with the increased IT demands,
encouraging SThree to adopt specialist IT
Service Management software that would
enable the adoption of ITIL best practice.
Hornbill’s Supportworks ITSM Enterprise came
to SThree’s attention through the Gartner Magic
Quadrant for the IT Service Desk: more in-depth
investigation and testing proved that it was
the best ITSM solution in the market for the
company’s needs.
SThree implemented Supportworks in
September 2011: initially used for request
and incident management, its use was quickly
expanded to cover problem and change
management. The system now handles over
3,000 requests and incidents every month.
In 2012, SThree implemented a BYOD policy to
allow its workers greater flexibility and use of
personal mobile devices. Using Supportworks as
the underlying IT Service Management platform,
SThree’s ‘Good Messaging’ initiative delivered
mail and calendar services to approved
user’s personal devices – the approval and
provisioning automated to ensure rapid delivery
to every location globally.
“In a global and increasingly mobile industry,
giving our employees access to IT services
wherever they are is essential. An application-
based approach to BYOD means that we
can support a worker’s device without having
to worry about the underlying hardware.
Supportworks has helped make the process
as streamlined as possible: no matter where
our workers are and what they are doing, we
can have them up and running in less time
than it would take to make a single phone
call.”
MARC CHRISTOPHIDES,
IT SUPPORT SERVICE DELIVERY MANAGER, STHREE
Benefits
Supportworks has proved instrumental in
helping SThree roll out BYOD for its workers
worldwide. Using authorised apps and managing
activation via Supportworks, SThree was able
to provision 1,100 devices in only 2 weeks. New
applications for automated BYOD services can
be approved and activated within 10 minutes
irrespective of time zone or location.
At the same time, the Supportworks self-service
portal has allowed SThree to streamline ITSM
and support for all employees: with 50% of all
requests made over the intranet portal, this
has a huge impact on efficiency. SThree is also
better able to monitor user engagement and
feedback, as well as expanding Supportworks’
use across IT and back-office functions.
“With Supportworks we can be sure that
customers are getting the best possible
service: At the same time, by monitoring
customer engagement and making feedback
as easy as possible we can better gauge
customers’ needs and how we can adapt IT
services for their benefit.”
MARC CHRISTOPHIDES,
IT SUPPORT SERVICE DELIVERY MANAGER, STHREE
29
 Service Desk
LANDesk® Service Desk helps IT staff develop
and improve service continuity, resulting in
fewer service interruptions, accelerated service
restoration, less downtime and increased
business productivity.

LANDesk® Service Desk, organisations leverage full IT Service

Key Features
zz Process based approach
zz Verified for ITIL Best Practice
zz Business processes beyond IT
zz Code free configuration
zz Simple Administration
zz Easy yet comprehensive
reporting
zz End- to- End Service Visualization
zz Desktop, Web or Mobile
Interfaces
zz Simple to Integrate and
Automate with other systems
zz Available On-premise, In Cloud,
or Hybrid
Management capabilities on-premise, in the cloud or as a
hybrid model. The solution combines ITIL®-verifed, process-
driven incident, request, problem, change and confguration
management, service levels, knowledge management,
self-service, service catalogue, reporting and more in one
confgurable, easy-to-use solution.
Key Features & Beneits
zz PinkVERIFY 3.1 for all 15 ITIL v3 processes
zz Standardized workfows match how your organisation works
zz Self Service and Service Catalogue offer 24/7 access
zz from anywhere
zz Change management with visual impact analysis
zz Information delivery architecture - queries, dynamic
dashboards and management information trend charts - to
communicate metrics and provide business decision context
zz Mobile access - work on any process or action via
smartphone or tablet device
zz Integrates with leading enterprise, desktop and network
management systems
zz Process and task automation; e.g. automatic software
request and fulflment
zz No coding, easy to confgure
zz Gain a single view across IT and manage workforces
distributed geographically

“LANDesk always works with us, delivering what’s best for

our organisation. Flexible technology combined with an
approachable, helpful team make LANDesk a winning formula
for our business.”
Jason Wallace
Head of IT Services
Avon IM&T Consortium

Company Details
LANDesk Software
3 Arlington Square, Downshire Way
Bracknell
Berkshire RG12 1WA
+44 (0) 1344 442259
contactus@landesk.com
www.landesk.com

30
 SupportDesk
SupportDesk is the customisable, cost-effective
and user-friendly service-desk software solution
for the provision of top-quality support and
excellent customer service, whether used on-site
or on-demand.

For 20 years, House-on-the-Hill Software has delivered

Key Features
zz ITIL compatible: processes
including Incident, Problem, Change
Management, Request Fulfilment
zz Email Management and Workflow
Engine to keep related parties
in-the-loop
zz Network and discovery tool with
integrated Software Licence
Manager
their market-leading service desk solution, SupportDesk, to
businesses of all sizes and sectors across the globe, with long-
standing customers including Nando’s Restaurants, BT and The
National Gallery.
Flexible and easy-to-use, SupportDesk can be built around
your specific requirements, or you can choose out-of-the-box
solutions for the management of multiple business areas,
including IT Service Management, Customer Service and
Support, Facilities Management, Freedom of information
Management, Human Resources Helpdesk, Managed Service
Provider Helpdesk, Complaints Management Helpdesk
With SupportDesk, you can:
zz Streamline support processes to save time and
administration costs
zz Implement the highest level of service with a tool designed
to support any customer base

zz Timeline: rolling commentary of

actions within system e.g. new calls
zz Integrated Twitter search and
raising calls from Tweets
zz CMDB Visualisation: displays
relationships between users,
inventory and services
zz Drag-and-drop forms designer
for easy customisation and
personalisation
zz Reporting and KPI Dashboard for
tracking performance progress in
real-time
zz Support customers across multiple sites/time zones and
effectively manage and monitor Service Level Agreements
zz Always maintain control over your system, as SupportDesk’s
modular-based architecture lets you choose the exact
functionality that you require, now and in the future
“We needed a robust and flexible system that would allow us
to amalgamate the 4 service desk systems we were running.
Having looked at numerous alternatives we settled on House-
On-The-Hill because we found the SupportDesk software to be
the most flexible. It’s a decision we didn’t regret.”
Paul Williams, Operations Manager
Concorde Informatics Technology Group, (CITG)

zz Mobile SupportDesk for access from

your mobile or tablet
Company Details
zz Self-Service browser for customers
House-on-the-Hill Software Ltd.
to log and track own calls
127 Stockport Road
Marple
Cheshire SK6 6AF
+44 (0)161 427 8988
Website: www.houseonthehill.com

Quick Specification
Number of UK sites/customers 1,000+
Number of Worldwide sites 100+
Type of System On-Site or On-Demand service
desk solution
Operating System required Windows server 2000+ incl. 64 bit,
Windows XP, Vista, 7, 8, SQL Server,
MySQL, Oracle Databases

On-Demand: from £20 per agent per month

On-Site: £500 per agent
31
 Case Study
Accord Housing Association bring order to the chaos with
SupportDesk and ISO 20000.
A Multi-Faceted Organisation
Accord is a group structured Housing
Association with 13,000 properties and 18
specialist care homes. The organisation has lots
of partners and lots of projects, which ultimately
means that there are always numerous
competing priorities, with high demand for
internal IT Support as well as high expectations
from external independent companies.
In an interview with House-on-the-Hill,
Information Systems Manager Ian Tinsley spoke
enthusiastically of how the HA is heavily involved
in regeneration work including building new
properties and new care homes, as well as
designing and building sustainable properties:
an admirable and altruistic project that interlinks
with support work schemes. “The aim is to
get young people into work through these
programmes” Ian said, “to build eco homes
which are low cost to buy and easy to build.”
So, with all these operations running
simultaneously across multiple business areas,
and all reporting IT support issues to the
service desk, Ian admitted that “It got to
a point where it was chaotic. There were no
service levels; it was just whoever shouted the
loudest that got the support.” So at the end
of 2009, Accord made the decision to do ISO
20000 in the hope that it would “bring a bit of
order to the chaos”.
A Step in the Right Direction
The frst step for Accord was to look at their
service desk tool. Accord originally had a
system in place which Ian described as “a small
self-service module on our intranet which was
good for call logging, but it wasn’t very good for
scheduling or working with SLAs.” Ian added that
the unsatisfactory reporting capabilities of their
previous system meant that “it was quite manual
having to go through all the statistics.” So the
search for a new helpdesk tool began, and Ian
visited various exhibitions including The Service
Desk and IT Support Show and IT in Housing,
32
and it was at these events that Ian discovered
House-on-the-Hill.
Speaking to HotH consultants and taking
a look around the software, Ian found that
SupportDesk would be a good ft for Accord,
pinpointing that “what we liked about
[SupportDesk] was that it is Pink Verifed,
it is ITIL focussed, and it is reasonably
priced.” Ian specifed too that a particularly
important deciding factor was SupportDesk’s
confgurability: “There were systems out there
that were pretty feature rich, but they weren’t as
confgurable: they were pretty rigid in what they
did.”
This priority for fexibility stemmed from Ian’s
awareness that, with Housing Associations and
Accord in particular comprising of very complex
infrastructures, they would need to continually
develop the system. Therefore a tool that
would allow them to do this without requiring
numerous costly development days was a huge
advantage.
Something to Talk About
Once the service desk tool was decided upon,
Accord implemented and tested ISO 20000
within a smaller site for 12 months before
extending it to the full organisation. Accord
was then audited and awarded ISO 20000
Accreditation in early 2010, which was a great
achievement for the IT department.
A major aspect of ISO 20000 is analysing and
working to improve processes, and for Accord,
it was placing SupportDesk central to their
day-to-day operations that allowed Ian and
his team to do this proactively: “now, we have
regular team meetings every 3 weeks where
we get the system up on the screen and go
through the incidents and use any issues as a
learning experience.” Ian also highlighted how
SupportDesk has “given us more of a talking
shop for people to contribute, look at what’s
happened within the department, discuss it and
look to improve service.”
 Case Study
Making it Their Own
From using SupportDesk for Incident
Management, Problem Management and
Request Fulflment, Accord then also decided to
set up a Project Management folder in which all
budgets and changes could be mapped against
individual projects. Making alterations like this
to the system, whether big or small, Ian seemed
pleased that he could always count on House-
on-th-Hill for support: “we can easily amend
things, but if we require anything bigger we let
House- on-the-Hill remote in and they develop
solutions in tandem with our requirements.”
Highlighting how the software’s fexibility is a
huge bonus for Accord, their bespoke projects
folder has been specially confgured so that it
does exactly what they need it to do and Ian
explained that the ability to create links across
folders within SupportDesk is an especially
useful feature. Now any Incidents or Problems
that are associated with specifc projects can be
linked and viewed together.
Where Next?
With ISO 20000 and SupportDesk in full swing,
Ian listed a number of new areas that he was
looking forward to improving on, such as
providing more readily available information to
customers and staff. He noted that “we want to
be a bit more transparent and provide more
reports.” Considering too the time and effort
that Ian used to spend going through statistics,
he added that he is “looking forward to being
less manual with reporting and being able to
snap some of it into our intranet where people
can just click and look at their own stats”.
Continuing Accord’s commitment to customer
service, Ian was also planning to put customer
satisfaction surveys into Incidents in order to
see how the service desk was performing, and
specifed that “we do customer satisfaction as a
whole, but we want to do it on a day to day basis
as well, next to calls.”
So it was with satisfaction that Ian could say
that achieving ISO 20000 in conjunction with
implementing SupportDesk from House-on-the-
Hill had “brought a fair bit of order to some of
the chaos we had.” With plans for another audit
in order to match their ISO 20000 processes to
the new ITIL v3 best practices,
Ian recognised that implementing a new service
desk had not just brought some order to the
organisation but also provided “a good platform
from which to move forward.”
33

Key Features
zz Management breech monitor –
nothing lost forgotten or ignored
zz Powerful graphical, drag and
drop management dashboards,
scorecards and reporting
zz IT resource performance and
financial management aligned to
business services
zz Mobile and tablet support with
offline use
zz Process lifecycle driven, CMDB/
Asset configuration
zz Service catalogue underpinned by
the service portfolio and CMDB
MSM - Integrated IT Service
Management Software
MSM provides everything you would expect from
an innovative, integrated IT Service Management
software solution to support small, medium and
large enterprises.
Professional IT Service Management software solution and
services
MSM, Marval’s high speed, 100% web-based, service
management software is designed to improve your IT support
services, increase efficiency, reduce costs and enhance the user
and customer experience.
A versatile, adaptable and scalable solution, MSM can be easily
deployed to any part of the organisation requiring service and
support, from IT to human resources to project management.
zz On-premise, customer-hosted or Marval-hosted SaaS /
hybrid deployment options
zz Easily integrated using web services to a broad portfolio of IT
operations management solutions
zz Multi-channel, automated customer communication with
social collaboration capabilities
zz ITIL, ISO/IEC 20000, ISO/IEC 27001, SOX, COBIT and SFIA
compatible
zz Manage risk, security and compliance with extensive security
access controls, views and audit
MSM is listed on the UK Government G-Cloud iii procurement
framework.

zz Knowledge presented automatically MSM has been adopted by organisations across many diverse
to the right person at the right time sectors worldwide, both private and public sector.
zz Plain English business rules engine,
intelligent process automation
“MSM Software is key for Stockport Council ICT in the drive for
continual service improvement and efficiencies.”
zz Robust change, release and
Kasia Dean,
configuration capabilities with
ICT Systems Support Manager,
impact/risk explorer and unified
Stockport Metropolitan Borough Council
change calendar/scheduler

zz Electronic change advisory board,

supporting multiple approval points
Company Details
Marval
Stone Lodge,
Rothwell Grange, Rothwell Road
Kettering,
Northamptonshire NN16 8XF
+ 44 (0) 1536 711999
info@marval.co.uk
www.marval.co.uk
Twitter: @marvalgroup Facebook: MarvalSoftware

Quick Specification
No of UK Sites/Customers 100+
No of worldwide sites 400+
Type of System IT Service Management Software
Operating System Required Windows Server 2003/8/12,
browser independent

Price on application
34
 ServiceDesk Plus
ITIL-Ready help desk software with integrated
Asset and Project Management capabilities

ServiceDesk Plus is a help desk software with integrated

Key Features
zz 100% Web-Based Cost effective
Help desk solution.
zz Simple, Easy to use and Flexible
enabling increased productivity
zz Single integrated console to monitor
and maintain assets and IT requests
zz Full feature set of Incident, Problem,
Change Management, Service
Catalog
zz CMDB including Configuration items
for risk and root cause analysis
zz Never lose track of all the Assets,
thanks to Asset Management
zz Software license Management
zz IT Project Management
zz Performance reports, Choose from
150+ standard reports and custom
reporting functions
asset and project management capabilities built on the ITIL
framework. ServiceDesk Plus provides help desk agents and IT
managers, an integrated console to monitor and maintain the
assets and IT requests generated by users. More than 20,000
IT managers worldwide in 186 countries use ServiceDesk Plus
to manage their IT help desk and assets. ServiceDesk Plus is
available in 29 different languages.
ServiceDesk Plus is also featured in the Gartner Magic
Quadrant 2013 for ITSSM Tools. Some of the features include
zz IT Project Management  CMDB  Self Service Portal
zz SLA Management  Knowledge Base
zz Incident Management  Problem Management
zz Change Management  Software Asset Management
zz Asset Discovery  Agent and Agentless scans
zz Service Catalog  Business Rules
zz Helpdesk Notifications  Purchase Order Management
zz Automatic Ticket dispatch  Contract Management
zz Mobile Help Desk - Voice Based iPhone App
zz Reports - Standard and Custom  User Surveys
“ServiceDesk Plus is an ITIL wizard, makes ITIL easy.
ServiceDesk Plus is affordable, fast and flexible. It covers every
aspect of help desk what our business need. The big clunker
monster software tools are expensive but we really don’t need
those” Aaron Bockelie
Warner Bros Games

zz Anytime anywhere access - Take

your helpdesk on the go with the
Voice Based iPhone Mobile app.Also
available on Android.
Company Details
ManageEngine
(A Division of Zoho Corporation)
Zoho Corporation
4900 Hopyard Rd., Suite 310
Pleasanton, CA 94588, USA
+1-925-924-9500
sales@manageengine.com
www.manageengine.com www.servicedeskplus.com

Quick Specification
Number of UK sites/customers 3800+
Number of Worldwide sites 23000+
Type of System ITIL Based Service Management
systems, IT helpdesk software, IT
Service Management solution
Operating System required Windows, Linux and Unix

£250 for 2 Tech & 250 nodes - ServiceDesk Plus Professional Edition
£635 for 2 Tech & 250 nodes - ServiceDesk Plus Enterprise Edition
35
Pink Elephant is an international
knowledge leader in the field of business
innovation and business change. With
advisory and IT services, Pink Elephant
draws the best out of its clients, by
translating knowledge and creativity of the
people in these organisations into tangible
results.
Since its foundation in 1980, Pink Elephant
recognises an important synergy between
company objectives and the knowledge
and entrepreneurship of people, as well as
the way in which IT contributes significantly
to making innovation possible and to
increasing power of discernment in the
market. Pink Elephant operates in more
than 20 countries and provides business
and management consultancy and other
services, such as Enterprise App Services,
IT Services and Education Services.
Company Details
Pink Elephant EMEA Ltd.,
Middelburg House, Number of worldwide customers 1,000+
9 Castle Street,
Reading RG1 7SB
+44 (0) 118 324 0620
infoeurope@pinkelephant.co.uk
www.pinkelephant.co.uk
36
Key Features
zz Over 30 years experience
zz Global presence and knowledge but
applied locally
zz Improve overall Service Desk
performance
zz All staff is ITIL® Foundation and SDI
Service Analyst certified
zz SFIA used as a framework for job roles
zz Management of staff: motivation,
morale, rotation, training and leave/
sickness
zz Assist with tool requirements
identification and tool selection
zz Comprehensive training portfolio,
various delivery methods
zz Off-shore option in South Africa & The
Netherlands
Quick Specification
Number of UK customers 200+
Years in operation 30+ years
What services do Pink Elephant offer to transform, optimise
or improve your IT Support model?

Permanent Recruitment
Service Desk
Technical Support
Applications Support
ITSM Subject Matter Experts

On-Site Managed Services On-Demand Resources

Service Desk Service Desk
Technical Support Technical Support
Applications Support Applications Support
ITSM Process areas ITSM Subject Matter Expert

Off-Site Managed Services

Training
Service Desk
Technical Support
Applications Support
IT Services ITIL®, Service Desk Institute,
COBIT 5, PRINCE2®, AgilePM,
Cloud, Business Simulations
ITSM Process areas

Off-Shore Managed Services Consultancy

Service Desk Health Checks
Technical Support Assessments
Applications Support Service Improvement Plans

Enterprise Application Services

Tool Implementation
Tool Configuration
Existing Tool Refresh
Application Design & Development

37

Key Features
zz ITIL Processes – Incident/Request/
Problem/Change Management, SLA
and CMDB
zz Asset Management – Integrated
asset inventory and service history
zz Customizations - Integrate with
third-party apps, write custom
scripts, validation rules
zz Self Service Portal - Submit
tickets, track history, use integrated
Knowledge Base
zz Remote Control - Securely resolve
user problems from anywhere, no
configurations
zz Network Discovery – Agent or
agentless, including a Remote
Discovery Service
zz MDM – Mobile Device Management
capabilities
zz Mobile Apps - Manage tickets, view
assets, give support on-the-go
zz Password Reset – End users can
independently reset passwords and
unlock accounts
zz IT Benchmark - Evaluate your IT
performance with global statistics
38
SysAid
SysAid is a Service Desk with all the IT essentials.
Get everything you need for efficient and easy IT
Service Management in one service desk.
SysAid is an IT Service Management and Help Desk software
that integrates all the essential IT tools into one Service Desk.
Its rich set of features include a powerful Help Desk, Asset
Management, and other easy-to-use tools for analyzing and
optimizing Help Desk performance. Manage, track, and resolve
all your IT tasks with SysAid, from a single workspace.
zz Prioritize, organize, and reduce tickets
zz Automate processes to speed up workflows
zz Manage tickets, assets, and IT tasks in one workspace
zz Provide self-service options for end users
zz Control your hardware, software, and mobile assets
zz Adopt ITIL-certified processes
SysAid is offered in the Cloud and On-Premise, so you can
choose the right delivery model for your needs. As a certified
toolset by Pink Elephant through its PinkVERIFY program
as well as Security Approved IPV 2013, SysAid ensures
you’re always following best practices in the most secure
environment. Get all you need for efficient and easy IT Service
Management in one service desk.
“The ease of use, wealth of features and off-the-shelf approach
are the building blocks of what makes SysAid better than other
products” Dragan Tomas
Sr. IT Associate
Holladay Properties
Company Details
SysAid Technologies Ltd.
1 Hayarden St., P.O. Box 1142
Airport City, 70100, Israel
+972.3.533.3675
www.sysaid.com
Quick Specification
Number of UK customers 1,000+
Number of Worldwide customers 10,000
Type of System One Service Desk - All Essentials
Operating System required Platform independent and
cross-browser compatible
Supported browsers IE 8.0 or above, Firefox 2.0 or above
and Chrome 4.0 or above
For a tailored price quote contact sales@sysaid.com

Key Features
zz A vibrant user interface design that’s
simpler than ever to use across
desktops, tablets and smartphones
zz Modern 100% browser-based user
interface with no software to install
zz Support for all modern browsers
including Microsoft Internet
Explorer, Google Chrome, Mozilla
Firefox and Apple Safari
zz Out-of-the-box ITIL compatible
template ensuring fast
implementation
zz ‘Gamification’ features to incentivise
and motivate Service Desk staff, and
improve customer service
zz User configurable dashboards and
gadgets ensuring important data
is always visible through charts,
gauges and other key performance
indicators
zz Fully configurable without coding
to allow processes to be changed,
extended, added to and fully
automated
zz SDI accredited Performance
Reporting Results suite available as
standard
zz Self-help portal and Knowledge
Base to reduce calls to the Service
Desk
zz Open SOAP/REST Application
Programming Interface (API) for
complete process integration with
your existing IT environment
Sunrise Software
Sunrise provides applications that underpin
Service Desk and Service Management processes
and workflows wherever they occur in an
organisation. Available on-premise or as SaaS,
Sunrise’s Sostenuto ITSM product is designed
specifically around ITIL processes.
Keeping your IT customers operating optimally requires
adopting a proactive, process driven approach to service
support. Sostenuto ITSM is a comprehensive service
management solution, based on the ITIL® 3 framework, that
transforms IT support with increased visibility over service
delivery operations, improved decision-making, and enhanced
user perception of IT support.
zz Available either on-premise or via a resilient cloud-based
Software-as-a-Service
zz Take the Service Desk with you, wherever you go and on
whatever device you choose, with Sostenuto Mobile
zz Drive down support costs, increase Service Desk productivity
and customer satisfaction with the Sostenuto ‘Iguana’ self-
service portal
zz Gain real-time visibility over critical Service Desk Key
Performance Indicators (KPIs) with the Sostenuto Wallboard
“Since implementing Sostenuto, the IT Operations department
at CICS has been able to introduce a sophisticated business
tool that encourages best practice ways of working and
supports many parts of the organisation through one single
point of contact.”
Channel Islands COOP
Company Details
Sunrise Software Ltd.
50 Barwell Business Park
Leatherland Road, Chessington
Surrey KT9 2NY
+44 (0) 208 391 9000
Quick Specification
Number of UK sites/customers 200+
Type of System IT & Customer Service Management
Operating System required Windows XP, Windows Vista,
Windows 7, Windows 8
Windows Server 2003/2008/2012
‘SaaS’ and ‘on Premise’ pricing on request
39

Key Features
zz On the go
Mobile Module for devices
100% web based on any browser
zz Standard Solutions
Designed to solve a client’s problem
before it becomes yours
zz The Extra Mile
Planboard to organise a team’s
activities and stay on top of
workflows
zz With you in Mind
450+ employees and 33% work on
development and coding, so no one
else has to.
Service Management
Simplified
One Tool, Multiple Departments: What happens
when incidents involve other departments?
Wouldn’t it be nice, if a request automatically
triggered coordination Facility services, IT
equipment and HR resources? It’s not just a
pipedream…
Save on costs
We’re Modular because we like to keep it simple and don’t
believe in paying for things we don’t need. SaaSy? Why yes
we are, and our customers love it. Why not try an unlimited
operator license on for size.
Implementation made easy
It takes us one day for a POC; now that’s truly out-of-the-box.
Our “Train the Trainer” approach ensures that you won’t rely
on consultancy to do your job. And don’t worry; as long as it’s
not socks with sandals we can integrate with it.
User experience
Widgets, gadgets, icons, yes please! Design your dashboard
and create reports in as much time as it takes to make a cuppa.
Graphical layouts to drag & drop and personalised SSD.
Business Values
Shared Service Management continues to deliver value to IT,
FM, HR, Finance, and even more to those that use them for
multiple departments. Modules like Reservations Management,
Form Designer and Property Management make us an
attractive tool for the whole business.

zz Word on the street is…
ITSM Review: Best in Class, Forrester
reviews SaaS as Major Success, Pink
verified, ITIL v3
“TOPdesk puts processes and support structures in place. Now
we can clearly see what we are doing”
Andy Targell
Director of Global Workplace Solutions
Compass Group Holding

Company Details
TOPdesk UK Ltd
61 Southwark Street
London, SE1 0HL
0207 803 4200
www.topdesk.co.uk

Quick Specification
Customers worldwide 5000+
Company Independently owned
Years in operation 20yrs
Latest version 5.3

Local install or SaaS pricing on request

40
 Case Study
Ambitious councils pool resources
The IT department at Cyngor Gwynedd Council
has been using TOPdesk’s service management
solution since 2005. This year they joined forces
with two other North Wales councils and together
purchased TOPdesk’s latest version. They not
only share a licence, but also best practices.
Councils working together
In 2011, the Welsh Government and WLGA
(Welsh Local Government Association) signed an
agreement that would help local authorities to
improve their service delivery and cut costs. How?
By encouraging the councils to work together
across a range of services, from transportation
and housing to IT.
“When we heard about the agreement,” says
Alun Rees, IT Performance Engineer at Gwynedd
Council, “we soon realized there was a project
that could beneft all North Wales councils: fnding
a shared service management tool.” Together
with Flintshire County Council and Wrexham
County Borough Council, the three councils
began looking for a tool they could standardize
and all use.
Self Service Desk in your own language
Alun, Project Leader, and Sara Edwards,
Regional Senior Project Manager, worked with
representatives from each council. “We all
needed the tool to be ITIL- based, customizable,
and economical for purchase.” Moreover, the
councils required a customizable Self Service
Desk. “Welsh is the offcial frst language in this
district. It would really improve our services if our
customers could log a call in their own language,”
Alun explains.
One of the shortlisted companies was TOPdesk.
Already a TOPdesk customer, Alun could
demonstrate the tool to the project team. “Our
IT department uses TOPdesk for the internal
support of around 2,500 callers, and just as many
PCs. I am familiar with the way we process calls
and changes at Gwynedd, so I could easily explain
the tool’s benefts to the other councils. They
were very impressed with TOPdesk’s options and
standardized modules, and decided it would be
a good solution for collaboration.”
Sharing costs and processes
The councils now share a single TOPdesk
licence. This brings many advantages, as Alun
elaborates: “The licence structure is very cost-
effective: it lets us share both maintenance and
licence costs. We also discussed the wishes
of each council, which led to us purchasing
the same modules to help standardize our
processes. TOPdesk offers the functionality we
need, for the best price. It ticked all the boxes,
and we even got our Welsh Self Service Desk.
Alun is also positive about the additional
features that TOPdesk 5 offers. “This version is
really adjustable, and I love the overview screen
with the Quick Launch Bar and Bookmark
feature. The Plan Board is both snazzy and
customizable - defnitely worth the upgrade.”
Collaboration for success
The councils are planning to go live very soon,
and are excited about the prospects. “Our
anticipated benefts from the implementation
include improved customer communication
and timely, relevant management reporting,”
says Andy Berry, implementation manager at
Wrexham Council.
The collaboration has not only helped reduce
costs, but also enabled the councils to share
best practices. “Because we all use the same
system, we can learn from each other and
compare the way we work,” explains Alun.
Andy agrees. “The TOPdesk implementation
has forced us to re-examine how we deal with
changes, and helped us formalize our change
management process”.
“We are very pleased with the outcome of this
regional project,” says Alun. “All in all, the North
Wales Region is small enough to benefit from
collaboration, but large enough to make a
difference.”
41
 VivaDesk
Help Desk Software in the Cloud. Take control of
service and support with VivaDesk.

VivaDesk is an ideal replacement for limited or outdated legacy

help desk products, or if you’re looking for an affordable first
step to automate your manual processes. As your help desk
requirements grow, a seamless upgrade path is available to
add advanced features.
The user-friendly interface has a wide range of features making
it ideal for supporting either internal or external customers.
You’ll be up and running in no time, and you’ll save time and
money from day one.
Key Features
zz Customisable views
zz Email-to-ticket, Ticket Routing and
Escalation Rules zz Drag and drop dashboard design
zz Self Service Web Portal zz User roles and permissions
zz Point and click administration
zz Dashboards, Built-in Reports and
Report Builder Our company has been producing Software-as-a-Service (SaaS)
zz Incident, Problem and Change
help desk solutions for customers across the globe since 2003.
Management Today we’re the most experienced service desk provider in the
SaaS market.
zz Customisable Views and Ticket
Templates

zz Asset Management and CMDB

zz Asset Discovery and Audit Trail

zz SLA Management
“You’ll be up and running in no time, and you’ll save time and
zz Client/Customer Management money from day one”
zz Knowledge Base

Company Details
Vivantio Limited
25-31 Boulevard
Weston-super-Mare BS23 1NX
+44 (0)1934 424 840
www.vivadesk.com

Quick Specification
Type of system SaaS Help Desk Software
Operating system required None, cross-browser compatible

From £42 per month

42
 Vivantio ITSM
Introducing Vivantio ITSM, a highly configurable
service management platform for medium to
large enterprises.

Achieve demonstrable improvements in efficiency and service

Key Features
zz New Service Management Platform:
Goes beyond traditional ITSM
software.
zz Interactive Dashboards: Understand
your service and support activity at
a glance.
zz Market Leading Analytics: Best
practice interactive analytic views.
zz Metrics: Built-in scorecards and
metrics for core IT services.
quality with this world class service management platform.
Established in 2003, Vivantio is a trusted and successful
company with global experience working with public and
private sector organisations.
zz The new Vivantio ITSM platform meets the needs of
the busiest and most challenging service management
environments.
zz Understand and communicate the value you add to your
organisation with pioneering metrics and analytics. Includes
interactive dashboards, benchmarks and trending.
zz Available as a cloud-based service or on-premise installation.
The UK’s longest established SaaS service desk provider.
Who will you trust with your data?
zz Our unique innovative platform concept takes the pain
out of tailoring the software to meet your exact process
requirements.

zz ITIL Compatible: Covers all core ITIL

processes.

zz Asset Management: Discover
and manage your assets and
configuration items.
zz SLA Management: Define and
measure your service level
agreements.
“It’s the ideal solution for companies trying to measure and
report on the quality of customer service they provide. It has
paid for itself in under a year.” Mark Brookes
Customer Services Director
Hayes Recruitment

zz Multi-Channel Service: 360°

customer interaction.

zz SaaS, On-Premise and Hybrid:

World class ISO 27001 data centres.

Company Details
Vivantio Limited
25-31 Boulevard
Weston-super-Mare BS23 1NX
+44 (0)1934 424 840
www.vivantio.com

Quick Specification
Number of UK sites/customers 350
Number of worldwide sites 450
Type of system Service Management Software
Operating system required: SaaS: cross-browser compatible
On-premise: Microsoft web server
and SQL Server; cross-browser
compatible.

Price on application
43
ICTTech
Take cmd of your future
The IET is the key to your future professional success
Push the button on ICTTech today and become
a more powerful professional in the world of IT.
It’s an internationally recognised vendor neutral
award which provides a clear demonstration of your
achievements to boost your status and employability.
Unlike a purely technical qualification, ICTTech
demonstrates your ongoing commitment to achieving
the highest professional standards in your work.
Which means you’ll command the respect you deserve.
To find out how the IET can help you to become
professionally registered as an ICTTech visit
www.theiet.org/icttech today.

www.theiet.org/icttech
.com/cmdmore

The Institution of Engineering and Technology (IET) is working to engineer a better world. We inspire, inform and influence the global engineering community, supporting technology innovation to meet the needs of society.
The Institution of Engineering and Technology is registered as a Charity in England and Wales (No. 211014) and Scotland (No. SCO38698).
 VoiceTrust
VoiceTrust provides secure voice-based
authentication solutions that verify the identity
of millions of customers, employees and partners
around the world, with voice biometrics.

How to Reduce Helpdesk Costs by Over 16%

Download the free whitepaper to learn how to:
zz Reduce your helpdesk costs by over 16%
zz Prevent up to 95% of helpdesk password reset requests
zz Gain over 100,000 employee productivity hours
zz Achieve an ROI within one year

Key Features
The Benefits of Password Reset
Who Uses Password Reset to Save Costs?
zz Enhance Security for your Users
Millions of personal identity
records are compromised each
year through data breaches that
include email addresses, passwords,
and PINs. Protect your customers
and employees with a voice-based
password reset for stronger security
and authentication.
For the latest insights on security and user authentication
follow @VoiceTrust on Twitter, or visit www.voicetrust.com.
zz Make Password Resets More
Convenient
Empower your customers and
employees to reset their passwords
without the involvement of a help
desk agent. Save them from having
to remember security questions or
PINs that are easily lost or shared. “The VoiceTrust solution helped us gain tremendous
Reliably authenticate your users
anywhere and anytime with a simple productivity and achieve cost savings in the helpdesk while
spoken passphrase. providing a secure and convenient password reset process for
zz Cost Savings
over 25,000 employees with voice biometrics”
About 30% of calls to the help desk
involve routine password resets Wolfgang Köhl
that are costly and time-consuming. Corporate IT Office
Save an average of $5-$15 per Deutsche Post
request by automating the process
and authenticating your customers
and employees faster. Significantly
reduce inbound requests to your
help desk and achieve an ROI
typically within one year.

Company Details
VoiceTrust GmbH
Hofmannstr. 25-27
D-81379 Munich
Germany
+44 (0)7866 683 077 (UK)
+49 (0)89 127 160 (Munich)
www.voicetrust.com
UK Contacts :
Neil Williams
Sales Director UK & Ireland
Mobile : +44 (0) 7866 683 077
eMail : neil.williams@voicetrust.com

45
A-Z Service Desk
Supplier Directory

ITSM Software Page Desk.com www.desk.com

Abacus Systems www.abacus-systems.com DualDesk www.dualdesk.com

Acanotion Help Desk www.helpdesksoftware.com.au Easit Servicedesk www.easit.com

ActiveCampaign www.activecampaign.com/helpdesk EasyVista www.easyvista.com p 26

AJ Helpdesk www.ajhelpdesk.com Eden www.eden.com

Alemba www.alemba.co.uk Enterpise Wizard www.enterprisewizard.com

Alfapeople www.alfapeople.com Entry Software www.entry.com

Alloy Software www.alloy-software.com eTicketSupport www.eticketsupport.com

Alvao www.alvao.cz Expinion www.expinion.net

Applied IT Savings www.applied-it-savings.com Fasttrack Help Desk www.fasttrackhelpdesk.com

Aranda Software www.arandasoft.com Freshdesk www.freshdesk.com

Astal Helpdesk www.astalhelpdesk.com Front Phase

Technologies www.frontphase.com
Autotask www.autotask.com p 15
FrontRange Solutions www.frontrange.com p 27
Axios Systems www.axiossystems.com p 16-19
GID Software www.gidsoftware.com
BadgerNT www.badgernt.co.uk
Giv@ www.givainc.com
Beetil www.beetil.com
Gritware www.gritware.com
Bluehawk Networks www.bluehawknetworks.com
h2desk www.h2desk.com
BMC www.bmc.com
HelpDesk Connect www.helpdeskconnect.com
Boss Solutions www.boss-solutions.com
Helpdesk Pilot www.helpdeskpilot.com
CA www.ca.com
HelpDeskSAAS www.helpdesksaas.com
Centrastage www.centrastage.com
helpLine www.helpline-uk.com
Certero www.certero.co.uk
HelpMaster www.prd-software.com
Cherwell Software www.cherwell.com p 22-23
helpPEOPlE www.helppeoplesoft.net
Citrus Service Desk www.citrusservicedesk.com
HelpSTAR www.helpstar.com
Close Support www.closeftsoftware.com
HelpTrac www.helptrac.com
CMBD Cloud www.cmdbcloud.com
hesk.com www.hesk.com
Cobblesoft www.cobblesoft.com
Hornbill Systems www.hornbill.com p 28-29
Codel Software www.codel.com/ActivServiceDesk
House-on-the-Hill www.houseonthehill.com p 31-33
Crow Canyon Software www.crowcanyon.com
HP www8.hp.com
Cynergy Software www.cynergysoftware.com
IBM www.ibm.com
DapperDesk www.dapperdesk.com
IET Solutions
Service Management www.iet-solutions.com

46
A-Z Service Desk
Supplier Directory

ICCM Solutions www.iccm.co.uk Novo Solutions www.novosolutions.com

Innovise www.innovise-esm.com Omninet

Software Solutions www.omnitracker.co.uk
InsTIL www.instilservicedesk.com
OneDesk www.onedesk.com
Invgate www.invgate.com
OpenText www.opentext.com/bpm p 25
Issue Trak www.issuetrak.com
Oracle www.oracle.com
iSupport Software www.isupport.com
OTRS www.otrs.org
ITRP www.itrp.com
Oxygen Help Desk www.oxygenhelpdesk.com
IT SmartDesk www.itsmartdesk.com
Parature www.parature.com
Kaseya www.kaseya.co.uk
PerlDesk www.perldesk.com
Kayako www.kayako.com
Polar Software www.polarsoftware.com
LANDesk www.landesk.com
Prelert www.prelert.com
LBE Help Desk www.lbehelpdesk.com
Proactivanet www.proactivanet.com
Liberum Help Desk www.liberum.org
PS’soft www.pssoft.com
LiveAgent www.qualityunit.com/supportcenter
OMS Software Ltd www.qms-software.com
LiveTime www.livetime.com
ReadyDesk www.readydesk.com
Logicalware www.logicalware.com
RealVNC www.realvnc.com
LSD Service
Desk Software www.laytontechnology.com Redcape www.redcapehelpdesk.com

ManageEngine www.manageengine.com p 35 Requeste www.requeste.com

Mansystems www.mansystems.com ResODesk www.crosstecsoftware.com

Marval www.marval.co.uk p 34 Revelation Helpdesk www.revelationhelpdesk.com

Matrix42 www.matrix42.com RhinoSupport www.rhinosupport.com

Maycotech www.maycotech.com Richmond Systems www.richmondsys.com

Mediachase www.mediachase.com RMS Services www.rms.co.uk

Microsoft www.microsoft.com/systemcenter SAManage www.samanage.com

Monitor 24-7 www.servicedesksoftware.monitor24-7.com SAP www.sap.com

Mproof www.mproof.com Scua www.scua.com.br

Naumen www.naumen.com Senju Service Manager www.senjufamily.nri.co.jp

NetHelpDesk www.nethelpdesk.com Serena www.serena.com

NetKeeper www.netkeeper.com Service-now.com www.service-now.com

NetSupport www.netsupportsoftware.com sitehelpdesk.com www.sitehelpdesk.com

Nilex www.nilex.se SmarterTrack www.smartertools.com

Nimsoft www.nimsoft.com Specops www.specopssoft.com

SpiceWorks www.spiceworks.com

47
A-Z Service Desk
Supplier Directory

ITSM Software (continued) Remote Support Page

Sonda www.sonda.com Bomgar www.bomgar.com p 21

Sunrise www.sunrisesoftware.co.uk p 39 Chattalooga www.chattalooga.com

Summus www.summussoftware.com Citrix www.citrix.co.uk p 24

Sunview Software www.sunviewsoftware.com Dameware www.dameware.com

SupportPRO www.supportpro.net DualDesk www.dualdesk.com

Symantec www.symantec.com l’mOnCall www.01com.com/imoncall

Sysaid www.sysaid.com p 38 LogMeln www.logmein.com

Target lSL Online www.islonline.com

Helpdesk Software www.targethelpdesk.com
Nervepoint
TeamSupport.com www.teamsupport.com Technologies www.nervepoint.com

Teamviewer www.teamviewer.com Netopia www.netopia.com

TechExcel www.techexcel.com Self-Service/Password Reset

TOPdesk UK Ltd www.topdesk.com p 40-41 Anixis www.anixis.com
Trackersuite.net www.trackersuite.net Avatier www.avatier.com
TSC2 Helpdesk www.tsc2-helpdesk.com Biomni www.biomni.com
Unipress www.unipress.co.uk FastPassCorp A/S www.fastpasscorp.com
UserVoice www.uservoice.com Knowledge Powered
Solutions www.kpsol.com
Vector www.vector-networks.com
Password Changer www.password-changer.com
Vision Helpdesk www.thevisionworld.com
Quest Software www.quest.com
VisionProject www.visionproject.se
Rixler Software www.rixler.com
Vivadesk www.vivadesk.com p 42
Specops www.specopssoft.com
Vivantio www.vivantioservicedesk.com p 43
StarCareSystems www.starcaresystems.com
VMware www.vmware.com/uk

Web Help Desk www.webhelpdesk.com Other IT Service Solutions

Web Invoice www.mtechdigital.com Appsense www.appsense.com

Wendia www.wendia.com Assistly - Help Desk www.assistly.com

Westover Consulting www.westoverconsulting.co.uk ChangeBASE www.changebase.com

Wonderdesk www.wonderdesk.com Clockwork IT www.clockworkit.com.au

ZaZaChat www.zazachat.com G2G3 www.g2g3.com

Zendesk www.zendesk.com GamingWorks www.gamingworks.nl

ZOHO Support www.zoho.com Get Satisfaction www.getsatisfaction.com Global

Technology Solutions www.globaltechnologysolutions.com

48
A-Z Service Desk
Supplier Directory

Knowledge Powered Resellers

Solutions www.kpsol.com
Adept4 www.adept4.co.uk
ITinvlove www.itinvolve.com
Alemba www.alemba.co.uk
Nexthink www.nexthink.com
Armour IT Solutions www.armouritsolutions.com
Pink Elephant www.pinkelephant.com p 36-37
Aspedians www.aspediens.com
Pro Data Doctor www.prodatadoctor.com
BT Engage www.btengageit.com
RightAnswers www.rightanswers.com
Caltech IT Ltd www.caltech.co.uk
Rapide www.rapide.co.uk
CRMworks www.crmworks.co.uk
Symantec www.symantec.com
Devoteam www.devoteam.co.uk
Verismic www.verismic.com
Epacsys www.epaccsys.com
VoiceTrust www.voicetrust.com p 45
Fussion www.fussion.co.uk
Specialist ITSM Recruiters
GlobalLink Software www.globallinksoftware.co.uk
Avocet Recruitment www. avocetrecruiting.com p9
Incit Technology
www.incit-technology.com
Global Technology www.globaltechnologysolutions.co.uk
Solutions p4 Infravision www.infravision.com

The One Group www.theonegroup.co.uk ITAMS www.itamsolutions.com

Cranford Solutions www.cranford-solutions.com p 20 Kelway www.kelway.co.uk

Partners in IT www.piit.co.uk

Polarisnet www.polarisnet.com.my

Prior Analytics Ltd www.prior-analytics.com

SimpliSys www.sympllisys.co.uk

Purple Griffon www.purplegriffonsoftware.com

Rightstar www.rightstar.com

Softcat www.softcat.com

Solutech www.solutech.co.uk

Team Ultra www.teamultra.net

Tricostar www.tricostar.com

Wizard Systems www.wizard-systems.com

WM Promus www.wmpromus.com

49
 Service Desk
Qualifications
& Training

Wherever you are in

your career you can never
afford to stop learning.
Get the skills you need
with our industry-proven
internationally recognised
qualifications and training
courses.
 Service Desk
ce Desk Manager Manager
Duration and cost: 4 days, £1725 +Duration
VAT and cost: 4 days, £1725 + VAT
Kent Kent
Feb: 10 May: 19 Aug: 18 Nov: 17 May: 19 Aug: 18 Nov: 17
Masterdesk
he key areas of service the key areas of service
Birmingham Oct: desk
13 Birmingham Oct: 13
management
ment and lead your team to andLeeds
lead your Sep:
team 15 to Leeds Sep: 15
lasting
uccess. Gain a career success. Gain
enhancing a careerMar:
Manchester enhancing
17 Jun: 2 Manchester Jun: 2
Virtual Mar: 10 Sep: 23 Virtual Sep: 23
qualification at the
tion at the same time. same time.

Service Desk Senior Duration and cost: 2 days, £725 + VAT

ce Desk Senior
Analyst
Duration and cost: 2 days, £725 + VAT
Kent Jul: 7 Sep: 17 Nov: 24
Birmingham Dec: 1
st Kent
Advance your skills
Mar: 3 Jul: 7 Sep: 17
as an experienced
Birmingham Apr: 7 Dec: 1
Nov: 24
Manchester Oct: 8
your skills as an service desk analyst
experienced and develop
Manchester Oct: 8 your
career options.
esk analyst and develop your
ptions.
Duration and cost: 3 days, £1099 + VAT
Service Desk Analyst
Kent May: 12 Jun: 24 Jul: 14 Aug: 4
Transform the way you interact with Sep: 8 Oct: 13 Nov: 10 Dec: 1
Duration and cost: 3 days, £1099 + VAT
ce Desk Analyst your customers and gain a career Birmingham Sep:15
Kent Feb: 3 Mar: 10 Apr: Leeds
1 May: 12 May: 19
enhancing qualification at the same
Jun: 24 Jul: 14 Aug:Manchester
4 Sep: 8
m the way you interact
time. with
Nov: 3
Oct: 13 Nov: 10 Dec: 1
tomers and gain a career Virtual Oct: 6
Birmingham Feb: 10 Sep:15
ng qualification at the same
Leeds May: 19
Customer Satisfaction
Manchester Feb: 25 Surveys
Nov: 3 Duration and cost:
1 day, £495 + VAT
for IT Service
Virtual Apr: 28 Oct: 6
Kent Sept: 15
Prepare, plan and deliver powerful and engaging Additional dates available
mer Satisfaction
customerSurveys
satisfaction surveys Duration
that willandhelp
cost:you
on request.
improve service levels. 1 day, £495 + VAT
Service Kent Mar: 5 Sept: 15
plan and deliver Call Coaching
powerful and engagingfor Service
Additional datesDesks
available Duration and cost:
r satisfaction surveys that will help you on request. 1 day, £495 + VAT
service levels. Develop your call coaching skills and empower Kent Nov: 13
your service desk team to deliver the consistent Additional dates available
high standard you want. on request.

Coaching for Service

Metrics & Desks
ReportingDuration
for IT Service
and cost:
Duration and cost:
1 day, £495 + VAT
1 day, £495 + VAT
our call coachingTransform
skills and empower
the way you measureKentand Feb:
report
6 Nov: 13
Kent Sep: 16
ce desk team to service
deliver the
deskconsistent
metrics and turn reports intoavailable
Additional dates positive
dard you want. influences that support business decisions.
on request. Additional dates available
on request.

Service Level Management Duration and cost:

1 day, £495 + VAT
cs & Reporting forhow
Discover ITtoService
manage the processes
Duration andand
cost:
Kent Jul: 9
1 day, £495 + VAT
relationships involved in developing high-end
m the way you measure and report Additional dates available
services through the creation of professional
Kent Mar: 6 Sep: 16
esk metrics and turn reports into positive on request.
agreements and contracts withAdditional
this in-depth
dates available
es that support business decisions.
one-day workshop. on request.

t forget SDI members Don’t forget

receive SDI members
a discount receive
of 10% on a discount
all SDI courses of 10% on all SDI courses
 Make the
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