Case Study: Great Ormond Street Hospital achieves self-sufficient, flexible IT service management with Hornbill Service Manager

Great Ormond Street Hospital IT Services supporting The Child First and Always

Great Ormond Street Hospital for Children faced the challenge of bringing its IT service desk function back in-house from an outsourced provider. They needed a new ITSM tool that could be fully controlled and customized to align with their new Electronic Patient Records system and support their core mission. The hospital selected Hornbill and implemented Hornbill Service Manager.

The solution from Hornbill, implemented on an accelerated timeline, provided a flexible and adaptable platform. The hospital has since achieved significant self-sufficiency, managing the tool without heavy reliance on consultants. The results include broader adoption across other hospital teams like Information Governance and Procurement, and the system now handles 90% of the hospital's changes through its e-cab process. Hornbill's solution has been central to the IT team's ability to deliver a improved service.

Great Ormond Street Hospital

Greg Fellowes

IT Service Support Manager