Case Study: Northumberland County Council goes live in 9 weeks with Hornbill Service Manager

Northumberland County Council select Hornbill after visiting SITS

Northumberland County Council, a local government authority, was facing challenges with its outdated and costly legacy ITSM system, Axios assyst. Seeking to reduce licensing and maintenance costs while modernizing its service desk platform, the team evaluated several solutions. They selected Hornbill Service Manager after a product trial.

The solution from Hornbill was implemented rapidly, with the council going live just nine weeks after beginning a 30-day trial. The transition was smooth with no downtime. The council's team found Hornbill's interface intuitive and its form designer easy to use, leading to high analyst adoption. A key result was the team's new ability to easily configure the tool themselves for ongoing improvements, such as establishing a virtual change advisory board. Hornbill provided a cost-effective and agile platform that was very well received.

Northumberland County Council

Lee Mcdermott

Team Leader on the Service Desk