Case Study: Great Ormond Street Hospital improves service delivery with Hornbill Service Manager

Hornbill Service Manager revolutionized the way people work at Great Ormond Street Hospital

Great Ormond Street Hospital, a national center of excellence in specialist children's healthcare, faced a challenge with its outsourced and inefficient IT service desk. The hospital needed a new ITSM tool that aligned with its digital strategy and could be deployed quickly to build a new, in-house support function from scratch. They selected Hornbill Service Manager from vendor Hornbill for its innovative, service-centric approach and cloud-based delivery.

Hornbill implemented its Service Manager solution with a rapid 30-day switch-on, despite initially incomplete requirements. The results were transformative, revolutionizing how IT teams work together. The solution saved over 80 working days per year by streamlining the change management process and provided a single platform for 34 different teams. Hornbill enabled a new service culture, helping the hospital's IT organization to work more efficiently and effectively support its critical digital strategy.

Great Ormond Street Hospital

Haley Gordon

ICT Principle Service Management Support Analyst