Supportworks Enterprise Support Platform

Supportworks Enterprise Support Platform Integrated application platform and development environment for delivering Service and Business Process Automation solutions. ESP www.hornbill.com

Overview Supportworks ESP (Enterprise Support Platform) automates and manages request and service management-related business processes. A fully-integrated solution, Supportworks ESP is the foundation of Hornbill s IT Service and business help desk solutions. Optimizing Service With Supportworks ESP Supportworks Enterprise Support Platform is built on Hornbill s high performance and scalable Non-Polling Architecture (NPA). Supportworks ESP is one of the most complete and comprehensive application frameworks available today for delivering service management solutions with real enterprise power at a mid-market price point. The platform s core modules provide: Service level management, escalation, notification, email, approvals, connectivity, enterprise integration, concurrent application management, deployment Hornbill s unique NPA technology provides unrivalled scalability and lightning fast system performance in any internal or external hosting environments across the LAN, WAN or the Internet Sophisticated yet user-friendly graphically-driven workflow automation engine Fully-scriptable forms environment with a simple drag-anddrop design interface for changing or designing forms, even while the application is live. Far Beyond a General-Purpose Development Environment Significant cost benefits can be realized by using Supportworks ESP instead of a general-purpose development environment for the creation of a custom service management or business helpdesk solution. Applications are fast to build, deploy, and modify with Hornbill s combination of built-in service management components: Drag-and-drop design environment Automatic design-rule checking Configuration wizards Supportworks Enterprise Support Platform Framework Maximum Functionality Right Out-of-the-box The default ITSM Foundations application provides the IT Service features needed to get started right out-of-the-box. In addition, Hornbill offers enhanced applications including ITIL-Verified IT Service Desk, HR, Facilities and numerous others. Request/Ticket Supportworks ESP generates, manages, and tracks requests. These requests may be generated by an operator, or automatically from any number of sources including the web, email, WAP, SMS, or by enterprise applications or system management solutions. The Supportworks ESP platform automatically tracks, monitors and provides for the audit trail, ownership and security of tickets. Comprehensive free-text searching and rapid call retrieval capability add to the ease of ticket management. Email and Communications Supportworks ESP includes an application-level mail server to provide: Comprehensive shared mailbox functionality Full support of file attachments Full integration with the preferred corporate mail solution, including Microsoft Exchange, Lotus Notes and any other Internet-mail compatible systems Ability to define and run personalized bulk electronic mail shots for instant communication with multiple customers Customer surveys in real-time

Scheduling / Calendar Supportworks ESP includes complete scheduling and calendaring functionality to provide: Personal and shared calendars Multiple time-zone support Resource scheduling of both people and facilities Customer call-back scheduling Resource blocking and resource availability-based call/ ticket assignment Productivity Tools Supportworks ESP provides a number of tools designed to increase user efficiency: Email templates, bulk mail, correct-as-you-type spell checking, auto-complete data entry, keyboard shortcuts Operator scripting, user availability indication, CTI integration, smart tool-tips, clipboard snippets Productivity wizards Knowledge Supportworks ESP includes a fully-featured knowledgebase that provides for: Organizing and indexing of standard Microsoft Office documents, PDF documents, FAQs and structured knowledge documents Multi-level problem and solution profiling to define solutions to known problems and issues Re-defined operator scripts that guide inexperienced operators through a series of adaptable questions that change based on the provided answers Business Process Automation and Workflow Supportworks ESP enables easy business process automation through a combination of process rules, integration, and dynamic userinterface elements. The Visual Process Manager component provides a GUI interface that enables a non-technical user to create or modify business process automation logic by simply drawing a flow diagram. Web Ready Supportworks ESP s web-based interfaces provide relevant information to customers and support analysts alike: Customer SelfService Analyst Portal Web Client PDA clients Comprehensive User Rights Supportworks ESP provides comprehensive user rights management: Granular control over access to every aspect of the application down to the individual system user Works in an environment where multiple service management disciplines are fully-integrated Ensures both system and data integrity at all times Application Templates for Out-ofthe-box Solution Delivery Supportworks ESP provides a range of adaptable service desk applications for easy revision to meet individual business needs. In addition to Hornbill s own applications, customers can build service desks for a range of diverse business needs. Reporting and Monitoring Supportworks ESP includes a comprehensive range of features and tools for providing real-time and regular management reporting capability: Report wizard for creating simple ad-hoc reports Formats available in data and graphical format Scheduling feature to run periodically Automated distribution to management or customers via email, FTP or the Web Service Level Supportworks ESP includes a fully-configurable Service Level Agreement (SLA) engine that provides: International time zone support Service Level Triggers for defining escalation and notification options Pop-up Supportworks Messenger Email SMS text messages to mobile devices Back-to-back SLAs to monitor the performance of third-party service providers IT Service - ITIL-compatible Service Desk - IT Helpdesk - Managed Service Provider Business Help Desk Multiple service desks, one technology - Customer Support - Human Resources / Payroll - Facilities - Complaints

Solution Features Unique Non-Polling Architecture Hornbill s unique Non-Polling Architecture (NPA) is at the heart of the Supportworks ESP application. Hornbill s NPA provides significant scalability compared with conventional client server designs: Reduces traffic levels between a client and a server by as much as one hundred times Reduces load on the workstations, servers, and the network itself Supportworks ESP is built primarily on open standards and makes best use of web technology. ITILcompatible Service Desk IT Helpdesk Managed Service Provider Customer Support IT Service & Busine NPA - Non-polling Architecture & Co Supportworks is a truly scalable solution and yet is good value for money and is very light on network resources. It is now proving to be extremely flexible and easy to develop, enabling us to extend its use and to deliver a full IT Service system that Atos Origin will use for the future Olympic Games. VPME Business Process Engine Call/Request SLA E-Mail/Messagi & Survey Servi Security/Sessio Supportworks ESP Appl Atos Origin Olympic Games Web Services Web Server Web Scripting Enterprise Class Integration Hornbill s integration strategy focuses on common open standards, ensuring maximum integration between Supportworks ESP and other systems: Hornbill Core S Consolidates access to multiple third-party systems and data sources Presents both the user and customer with a single, consistent user interface Removes the need to access many different desktop applications MS SQL Oracle MySQL Relational Databases NT Domain Active Directory Int The Supportworks Rich Client The Rich Client is Hornbill s most functional user interface: Full Windows GUI, system administration, and designer functions Email, calendar, reporting and knowledge base interfaces Very comprehensive capabilities, but deployable to a workstation via the web, package deployment solutions, or a login script The Supportworks Analyst Portal The Analyst Portal is a web-based, zero-client interface: Makes use of any HTML/DHTML for comprehensive analyst interface for mobile support professionals Works on any platform with any common browser

Human Resources / Payroll Facilities ss Helpdesk Applications Complaints Hornbill s Supportworks helpdesk solution will run on many SQL databases including the MySQL database. We have been very impressed with the overall performance and reliability of the system proving that there is no inherent reason for applications to run only on a Microsoft database. mmunication Services Addleshaw Goddard ng ce Calendar & Resource Scheduling Service Reporting/Business Graphics Database Connectivity Supportworks ESP can remove the need to purchase database licenses separately: n Transaction Knowledge Works with common database platforms including MS SQL, Oracle and MySQL Shipped with a fully functional SQL server included Equipped with tools for database management ication Server The GUI tools are intuitive and greatly simplify the task of modifying and expanding the database schema to meet specific needs. ervices SQL Database Database Tools Client Interfaces Supportworks ESP includes a broad range of client-interface options, each one optimized for a specific job. Supportworks ESP chooses the right technology for the right job. Pioneered by Hornbill in 1995 and well before the idea of Web Services even existed, this product was the first service management tool in the world to include a comprehensive rich client desktop application that works reliably over any network including mobile phones, modems, LAN, WAN and the Internet. LDAP NDS Exchange Notes SMTP/ POP3 egration & Connectivity SelfService Portal The SelfService Portal is a web-based, zero-client interface. It is a cost-effective method of providing customer SelfService. Customers can view and manage their own support tickets and requests. Customers may be granted permission to log, update and close tickets, and to access the knowledgebase from any browser. PDA Client The PDA Client is a web-based, zero-client interface for mobile support professionals who do not have easy access to a workstation. It is optimized for use on any wireless-attached handheld device that provides internet browser capability.

ESP Solution Features Business Application Development Environment Supportworks ESP features rapid development and easy deployment: Prefabricated application templates commonly provide an 80-90% functional fit right out-of-the-box. Templates are easily altered to provide a 100% fit to each business requirement. Simple customizations are applied through the codeless application development tools. Changes are simple through the drag-and-drop GUI tools and wizards. Comprehensive and Powerful Developer Environment Where complex functionality or business processes are required, Supportworks ESP provides a fully-scriptable forms environment. This fullyscriptable environment allows complex business logic to be added to system, providing dynamic form content, input and workflow validation and integration capabilities far beyond the reach of other, more restricted codeless application technologies. Fully-Scriptable Forms Environment The comprehensive development environment allows businesses to stretch the boundaries far beyond those that are possible with other service management solutions. Supportworks ESP provides a simple, intuitive development environment that is easily mastered by any IT professional with basic web or VBA scripting skills. The IT professional uses industry-standard JavaScript 1.5 implementation (ECMA-262, revision 3) and a visual script editor that includes Intellisense functionality. The forms environment is event-driven and fully scriptable. It is comparable in many ways to common visual development environments, such as Visual Basic or those found in common Office applications such as VBA.

Quick-Start Wizards Quick-start wizards considerably reduce the development cycle while also reducing the level of experience required to modify the application. Most of the complex developer tasks have been automated by providing a number of wizard interfaces for creating reports, forms and complex data controls. Supportworks has helped us to transform our e-service and the speed of response to our customers. It underpins our customer service approach and gives us the ability to provide excellent service regardless of the communication media. Sharp Electronics Business Logic / Visual Process Engine (VPME) The Supportworks ESP platform provides Visual Process Engine (VPME): Fully-configurable business process workflow engine enables changes to business logic and workflow to meet exacting business processes Workflow can be designed graphically and applied to the application without the need to shut down the application or servers Maximum availability ensured Application Deployment and Supportworks ESP can run multiple business applications concurrently: Application presentation and business process rules designed to support the specific job function of each user connected through one or more of the interfaces Deployment of applications is similar to web-based application, removing need for any business-applicationspecific installations We now have three, and are about to have four service desks working through Supportworks and the obvious benefit of that is the economies of scale. Ultimately, we can have one operative able to work three or four support desks and as you d appreciate, there are efficiencies with that. McDonald s Restaurants

System Requirements Supportworks Server: Microsoft Windows NT Workstation or Server 4.0 (SP6a), Windows 2000 Professional or Server (SP1), Windows XP, Windows Server 2003 or newer Intel Pentium 1GHz processor or better 512 MB of RAM or better SCSI disk subsystem TCP/IP networking installed and configured Supportworks Client: Microsoft Windows NT, 2000, 2003, XP or newer 256 MB of RAM (or higher) Microsoft Internet Explorer 6 or better installed TCP/IP networking installed and configured 1024x768 true colour display (1280x1024 preferable) For more information about Hornbill s customers and solutions, please visit: www.hornbill.com Hornbill Service Ltd. Ares Odyssey Business Park West End Road Ruislip HA4 6QD UK Tel: +44 (0)20 8582 8282 Fax: +44 (0)20 8582 8288 sales@hornbill.com Hornbill Service Inc. 300 East John Carpenter Frwy. Suite 110 Irving TX 75062 USA Tel: +1 972 717 2300 Fax: +1 972 717 2331 usasales@hornbill.com www.hornbill.com Copyright Hornbill Technologies Ltd. Supportworks, Assetworks and their logos are trademarks of Hornbill Service Limited. The Hornbill logo is a trademark of Hornbill Corporate Limited. All other company or product names are trademarks or registered trademarks of their respective owners. Hornbill pursues a continuous product development policy and reserves the right to amend, alter or remove any of the product references and characteristics herein published without prior notice. Printed on 100% recycled paper