The Hornbill Supportworks system will be used when the service desk is dealing with enquiries and requests from staff at all of its stores and office locations.
The user interface will be branded specifically for Comet. The two companies are working on customisation that will align the workflow of the system with Comet’s existing business processes.
The deal comes after Comet’s IT team evaluated three systems, deciding that the Hornbill option would be quick to implement. The system also allows the retailer to introduce the ITIL framework for recording and tracking incidents, and managing change programmes.
Comet Group service desk manager Rob Gwatkin said: “The system was by far the most popular choice with the end-users on our evaluation. The Hornbill team understood what we wanted to achieve and made the process very straightforward and comfortable. Supportworks ITSM will enable us to refresh how we operate as a service desk and our processes.”
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