Computer Business Review

Toyota Motorsport revs up IT support with Hornbill's service management tool

by CBR Staff Writer| 11 November 2010

Central point of reference for the IT department

Toyota Motorsport, the engineering, manufacturing and testing facility based in Germany, has adopted Hornbill's Supportworks ITSM Enterprise service management software for efficient management of its IT support.

The new service management tool, which replaced the existing BMC Remedy service desk, is being used by the IT service desk to provide support for all users based at the facility, having adopted incident, change, problem and configuration management processes.


Supportworks is used by Toyota Motorsport's 20 analysts on the service desk while managers use reports for performance and system analysis, and business managers are also able to run their own reports to drill down to specific asset data.

Supporworks' SelfService Web portal is used by support customers for logging and tracking calls, and also provides an inventory, asset allocation information, and mobile phone usage details.

Toyota Motorsport IT project leader Per Nordqvist said that Supportworks was the most user friendly service desk software and provides excellent value for money, in fact, their previous system cost them more in a quarter than it cost them to purchase and implement Supportworks in total.

"It required very little customisation, and what little we did need, we performed ourselves without having to rely on external consultants," Nordqvist said.

Toyota 2

"It co-ordinates data from four different systems - on customers, configuration items, and assets - and keeps it up to date. Supportworks is a central point of reference for the IT department and it has enabled us to transform our IT service management."

Hornbill Service Management CEO Frank McIlroy said by adopting a system that supports ITIL best practice for along with robust data management and reporting, the IT team can minimise system downtime and better manage costs.

Toyota Motorsport claims since the implementation, the IT team has improved its service, reducing its response time by 50% despite logging an increased number of calls, and has made significant cost savings both in reduced consultancy expenses and more efficient asset management.

Post a comment

Comments may be moderated for spam, obscenities or defamation.

Join our network

792 people like this.
2213 people follow this.


Suppliers Directory

  • dynaTrace

    The way applications are built today has fundamentally changed. A new generation of application performance management (APM) is required. dynaTrace...

  • Rackspace

    As the world’s leader and specialist in hosting, Rackspace Hosting is changing the way businesses worldwide buy IT. Rackspace delivers...

  • Hitachi Data Systems - Storage Economics

    Storage economics presents a major shift in the way companies assess their storage requirements and investment returns, from one focused on capital...

  • BCS - Enabling the Information Society

    Established in 1957, BCS, The Chartered Institute for IT, promotes wider social and economic progress through the advancement of information...

See more
Privcy Policy

We have updated our privacy policy. In the latest update it explains what cookies are and how we use them on our site. To learn more about cookies and their benefits, please view our privacy policy. Please be aware that parts of this site will not function correctly if you disable cookies. By continuing to use this site, you consent to our use of cookies in accordance with our privacy policy unless you have disabled them.