London-based Hornbill Service Management has launched Supportworks ITSM Enterprise v.3.2, a new offering that integrates both Twitter and smartphone-based support with the service desk.
IT departments can now proactively identify and respond to service issues that often fail to surface in traditional communication channels, Hornbill said.
Supportworks ITSM Enterprise v.3.2 combines these new capabilities with a range of ITIL-compatible enhancements that continue to support the IT Service Management journey, from help desk to ITSM maturity.
Hornbill chief evangelist Patrick Bolger said having the ability to proactively address support issues is an ongoing challenge for IT, and is particularly important during a time when there are an increasing number of savvy users such as ‘digital natives’ and Generation Y in the workplace.
"With Supportworks v3.2 service desks can discover, react and resolve requests via Twitter and create an auditable record of these interactions in the Supportworks database," Bolger said.
Supportworks ITSM Enterprise v.3.2 gives service desk staff the ability to search Tweets, monitor mentions and issue updates, resolve customer records from Twitter ID, raise a Tweet as an incident, and manage multiple Twitter accounts.
Supportworks ITSM Enterprise v.3.2 now also includes an updated Mobile Web Client with a more intuitive interface.
Support staff on the move can now log, update and resolve requests, as well as authorise and update tasks without having to enter large amounts of text with few clicks from their smartphones including Blackberry, iPhone and Android devices.
The new help desk tool also includes updates to business process features in areas such as user authorisation and task setting, as well as new Configuration Management Database (CMDB) settings.
