1609 — Camelot selects Hornbill’S Supportworks ITSM solution to deliver superior customer service

Dec 22, 2004 | Conteúdos Em Ingles

The provider of IT support and service management solutions, Hornbill Systems, has announced it has been awarded the contract to supply Camelot Group plc, the UK National Lottery operator with a tailored IT Service Management solution.

The contract is to supply Hornbill’s ITIL compatible Supportworks ITSM application and Assetworks, Hornbill’s inventory tool. Training and professional services will be provided to deliver full integration with Camelot’s chosen infrastructure, desktop and network management systems. The solution will provide Camelot with a fully consolidated and integrated IT Service and Asset Management toolset, which will be used by 80 IT professionals supporting over a 1000 customers located within 7 sites in the UK.

Camelot operates the most cost-efficient lottery in the world, using less than 5 per cent. of total revenues in operating costs. To date, The National Lottery has raised over £16 billion for Good Causes with over 180,000 individual projects benefiting across the UK – the biggest programme of civic and social regeneration since the 19th Century. Camelot depends on its IT services to ensure the smooth and uninterrupted operation of its lottery systems, so the provision of first-rate support services is absolutely paramount.

To select the best solution for its IT service management requirement, Camelot formed a project team of nine representatives from the various Camelot business units to review solutions from 10 suppliers. After a detailed evaluation of a range of alternative products, visits to reference sites and meetings with the vendors, Camelot’s project team voted Hornbill’s Supportworks ITSM as the solution of choice.

Camelot’s IT group is responsible for providing customer support, IT infrastructure and IT services for network, desktop and server systems that require 24x7x365 availability. Commenting on the selection of Hornbill’s solution, Neil Kellar, Head of IT Service Delivery for Camelot Group plc said “In order to provide excellent levels of support to our internal customers and sales force, we needed to implement a scalable, flexible toolset, which will enable us to deliver proactive service management to our business. Supportworks gives us the flexibility and ease of use we were looking for, coupled with the extensive integration capability that is available with the solution.”

Patrick Bolger, Hornbill’s Sales & Marketing Director added “The Camelot project team had a very clear definition of their requirements and the selection process was one of the most rigorous we have been through. Knowing that Camelot’s project team chose Supportworks is great testimony to Supportworks capability and user appeal. We are delighted to have won this contract and add the prestigious name of Camelot to our customer base



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