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Standard 30 Day Trial |
Additional Expert Services
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| Pre Switch-On Preparation
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PRE SWITCH-ON, INTRODUCTORY EMAILS AND TEMPLATES
A Product Specialist will conduct a Pre Switch-On Session with your team to guide you through the Switch-On Process, as well as gather a better understanding of your requirements and recommend any Additional Expert Services where necessary
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ON-SITE SWITCH-ON PREPARATION
Along with everything that you get as part of our standard 30 Day offering, the items in the column below that are highligted with the PRE SWITCH-ON prefix are offerings that may be beneficial to you before the Switch begins, and the POST SWITCH-ON items can be included in any Expert Services purchased after the 30 days, if you become a Hornbill Subscriber.
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| Users
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CREATE USERS
As part of a personal demonstration with you, how to create and edit a user in Hornbill
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PRE SWITCH-ON: N/A
POST SWITCH-ON: USER DATA REFRESH
To clear out existing user information to start again
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UPLOAD USERS IN BULK
Expert Advice provided to you on how to upload Application and Basic Users (if necessary) into Hornbill via a template
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PRE SWITCH-ON: ADDITIONAL BULK IMPORTS PREPARATION
Hornbill will provide assistance and guidance in the collation of your user data, ready for a CSV User Import
POST SWITCH-ON: ADDITIONAL BULK IMPORTS
A bulk import of any additional (non-standard) user attributes including Manager, Interests or Custom Attributes, provided to Hornbill in a CSV template
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| LDAP IMPORT UTILITY
This is a utility to allow the automated creation and update of users at a defined frequency, driven from LDAP. Hornbill provide full documentation and basic set up advice from a Product Specialist (if necessary)
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PRE SWITCH-ON: LDAP IMPORT UTILITY PREPARATION
Bespoke guidance and recommendations from a Product Specialist in configuring advanced features of the LDAP utility including automatically association to Organisational Group components, associations of users managers and auto archiving based on LDAP status
POST SWITCH-ON: LDAP IMPORT UTILITY IMPLEMENTATION
Working directly with your LDAP Administration to step through the set up, configuration and testing of the LDAP Import Utility
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| Organisational Structure
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BASIC ORGANISATION STRUCTURE MAPPING
We will assist you with the set up of a simple Organisational Structure with up to 3 hierarchical layers (for example Company/Department/Support Team) within Hornbill
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PRE SWITCH-ON: ADVANCED ORGANISATIONAL STRUCTURE MAPPING
For complex Organisational Structures with multiple layers (3+ layers including Support Teams), recommendations and advice on how best to replicate within Hornbill, assistance in collating this data and preparation in completing any templates needed to perform an import in bulk.
POST SWITCH-ON: ADVANCED ORGANISATIONAL STRUCTURE CREATION AND IMPLEMENTATION
Hornbill will perform a bulk import and configuration of any large Organisational Structural components, included Companies, Divisions, Departments, Support Teams and Sites based on the information you provide to us.
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| CREATE ORGANISATION COMPONENTS
Hornbill will provide you with a demonstration of how to manually create a single Company, Department and Support Team
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PRE SWITCH-ON: N/A
POST SWITCH-ON: ORG STRUCTURE BULK IMPORTS
Hornbill will perform a one-off bulk import of Organisational Structure components in a defined hierarchy based on discussions and recommendations. This can include Companies, Departments, Divisions, General and/or Support Teams
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| USER / ORGANISATIONAL COMPONENT ASSOCIATIONS
Once you have a structure, a demonstration on how to manually associate Users to Teams
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PRE SWITCH-ON: N/A
POST SWITCH-ON: USER/ORGANISATIONAL BULK ASSOCIATION IMPORT
Hornbill will perform a one-off bulk import all associations between users and their Organisational Components based on the data that has been provided
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| CREATE A SITE
A Hornbill Demonstration on how to create a site in Hornbill
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| SITE BULK UPLOAD
Hornbill will guide you through a single bulk upload of sites
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| External Organisations
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CREATE ORGANISATIONS AND CONTACTS
If looking to support External Organisations, Hornbill will provide a demonstration on how to manually create contacts and organisations within the tool
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PRE SWITCH-ON: N/A
POST SWITCH-ON: CONTACT DATA REFRESH
If previous data imported is out-of-date, incorrect or simply needs refreshing, Hornbill will coordinate and perform this activity
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| UPLOAD ORGANISATIONS AND CONTACTS IN BULK
Hornbill will provide a single bulk import of your External Organisations and Contacts, provided by you in a Hornbill formatted CSV template
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| ASSOCIATE CONTACTS TO THE CUSTOMER PORTAL
Hornbill will provide a demonstration on how to grant access to a contact to use Hornbill's Customer Self Service Portal
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| BULK ASSOCIATION OF CONTACTS TO THE CUSTOMER PORTAL
Hornbill will provide a single bulk import of your external Contacts who require access to the Customer Portal, provided by you in a Hornbill formatted CSV template
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| Request Categories
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CREATE LOGGING AND CLOSURE CATEGORIES
You will be provided the information on how to create, edit and delete Logging and Closure categories for categorisation purposes
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| CATEGORY BULK UPLOAD
Hornbill will perform a single bulk upload of categories, provided in a CSV Template
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| Priorities
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CREATE PRIORITIES
Access to our "out of the box" Priorities and a demonstration on how to add/edit Priorities within Hornbill
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| Services and Catalog Items
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SERVICE CATALOG WEBINAR
You will be invited to watch Hornbill's "Service Catalog and Portals" Webinar which provides information on the configuration and usage of a Service Catalog, and guidance on the multiple options available to utilise
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PRE SWITCH-ON: SERVICE CATALOG PLANNING
A full review of customer requirements and current procedure to provide advice and guidance on structuring a Service Catalog in Hornbill. This is typically organisations looking to provide a larger catalog (20+ Services)
POST SWITCH-ON: N/A
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| SERVICE CREATION
Hornbill will provide time during a personal remote session with a Product Specialist to walk through the creation of a single Service and Catalog item (typically "IT Support" to match the Business Process that is also created as part of the Switch-On)
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PRE SWITCH-ON: N/A
POST SWITCH-ON: SERVICE CATALOG IMPORT
Hornbill can provide a one-off bulk import of Services, Catalog Items and all accompanying information along with assistance in the completion of the Hornbill formatted CSV template(s)
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| Business Processes
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BUSINESS PROCESS WEBINAR
You will be invited to watch Hornbill's "Business Process and Progressive Capture" Webinar which provides information on the configuration and usage of a Business Process, the set up of workflow and many ways in which it can be used
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PRE SWITCH-ON: BUSINESS PROCESS PLANNING
Hornbill will scope one or more Business Processes with the relevant process owners and designers. This will involve requirements capture, best practice recommendations, demonstrations of the flexibility and capabilities of Hornbill's Business Process engine and documentation of a solution. This can be performed for multiple processes and Hornbill can work with you to design a brand new process for your Organisation, or in the mapping into Hornbill of an already defined process.
POST SWITCH-ON: BUSINESS PROCESS PLANNING
As above, this Expert Service is also suitable to be selected after your Switch-On
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| BUSINESS PROCESS CREATION
As part of a personal session with a Product Specialist, we will walk through the creation of a single Business Process (typically a standard "Incident Management" Process) which will be tailored to your requirements and can be based on your existing process definition that may already exist.
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| BUSINESS PROCESS ASSISTANCE
Hornbill will provide scheduled Question and Answer session(s) with a Product Specialist to provide assistance for any other Business Process creation you decide to perform during the 30 Day Trial.
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| Progressive Capture
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PROGRESSIVE CAPTURE WEBINAR
You will be invited to watch Hornbill's "Business Process and Progressive Capture" Webinar which provides information on the configuration and usage of a Business Process, the set up of workflows and the many ways in which it can be used
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PRE SWITCH-ON: PROGRESSIVE CAPTURE PLANNING
Hornbill will scope one or more Progressive Captures with the relevant process owners and designers. This will involve requirements capture, best practice recommendations, demonstrations of the flexibility and capabilities of Hornbill's Progressive Capture engine and documentation of a solution. This can be performed for multiple captures and Hornbill can work with you to design a brand new capture for your Organisation, or in the mapping into Hornbill of an already defined capture
POST SWITCH-ON: PROGRESSIVE CAPTURE PLANNING
As above, this Expert Service is also suitable to be selected after your Switch-On
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| PROGRESSIVE CAPTURE CREATION
As part of a personal session with a Product Specialist, we will walk through the creation of a single Progressive Capture (typically Incident Management)
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| PROGRESSIVE CAPTURE ASSISTANCE
Hornbill will provide scheduled Question and Answer session(s) with a Product Specialist to provide assistance for any other Progressive Capture creation you decide to perform during the 30 Day Trial.
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| Assets
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ASSET AND CONFIGURATION MANAGER WEBINAR
You will be invited to watch Hornbill's "Asset and Configuration Manager" Webinar which provides information on the Asset Inventory, Asset Types and usage of Assets in Hornbill. Also an introduction to the Configuration Manager Application and the benefits that can be attained from using it.
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PRE SWITCH-ON: ASSET CSV IMPORT - PLANNING AND CSV COMPLETION ASSISTANCE
Hornbill will work with you to understand your current asset structure, help map and recommend Asset types to be created within Hornbill, understand the specific attributes you would like to be imported, and provide assistance with the population of the Asset CSV spreadsheet(s)
POST SWITCH-ON: N/A
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| ASSET MANAGEMENT CSV IMPORT
Hornbill will provide you advice on how to upload Assets (if necessary) into Hornbill via a template
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| DATABASE ASSET IMPORT UTILITY
Hornbill provides you with a utility to allow the automated creation and update of assets at a defined frequency, from another SQL database containing Asset Records. You will receive full documentation and basic set up advice from a Product Specialist (if necessary)
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PRE SWITCH-ON: DATABASE ASSET IMPORT UTILITY (ADVANCED GUIDANCE)
Hornbill will work with your Asset Administrator to provide bespoke guidance, best practice and recommendations in configuration of the Database Asset Utility for a particular set up. This will involve ensuring the Hornbill Asset Structure is understood and any Pre-Requisites are established to ensure the smooth set up of the utility during/after the Switch-On.
POST SWITCH-ON: DATABASE ASSET IMPORT UTILITY IMPLEMENTATION
Working directly with your Asset Administrator to step through the set up, configuration and testing of the Database Asset Import Utility
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| Email Integration
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INTEGRATE WITH SHARED MAILBOX(ES)
Hornbill will provide information and guidance from a Product Specialist on how to integrate up to two shared mailboxes
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PRE SWITCH-ON: AUTO LOGGING OF REQUESTS - PLANNING AND PREPARATION
Hornbill will provide assistance in the planning and preparation in the Auto Responder Functionality, which includes new requests being logged against various services from an email (based on subject line criteria)
POST SWITCH-ON: AUTO LOGGING OF REQUESTS FROM EMAIL - IMPLEMENTATION
Hornbill will implement the Auto Logging functionality based on the requirements specified and provided
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| AUTO UPDATE OF REQUESTS FROM EMAIL
Hornbill will work with you in the provisioning of the Auto Responder functionality to automatically perform updates to tickets off the back of incoming emails from your customers (if required)
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| Single Sign On Integration
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CONFIGURE SINGLE SIGN ON
Hornbill provides information and guidance from a Product Specialist on how to configure Single Sign On on the Hornbill Platform from an Identity Provider (IdP; supporting the SAML 2.0 standard)
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| Service Level Management
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CONFIGURATION OF A SERVICE LEVEL AGREEMENT
Based on your requirements, Hornbill will provide you with guidance and an example on the configuration of a single Service Level Agreement (containing a number of Service Levels) and how to use rules in order to select the relevant targets based on your specified criteria.
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PRE SWITCH-ON: SLM STRUCTURE MAPPING
Hornbill will perform requirements gathering with you, whilst providing best practice guidance to plan and map a SLM structure involving multiple Service Level Agreements and/or multiple working time calendars within Hornbill.
POST SWITCH-ON: SLM STRUCTURE MAPPING:
As above, this Expert Service is also suitable to be selected after your Switch-On
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PRE SWITCH-ON: N/A
POST SWITCH-ON: SLM BULK IMPORTS
Hornbill will perform a one-off bulk import of SLM components to bypass the manual entry of various aspects. This import can include the provision of templates to be populated, and include Service Level Agreements, Service Levels, SLA and SL Rules and Escalation Actions (e.g. Email notifications, automated movement of requests on boards at specified times on the way to a target breach)
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| Data Migration
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SUPPORTWORKS TO HORNBILL MIGRATION
Hornbill can import any historical call data from Supportworks to Hornbill Service Manager. After understanding your requirements, a mapping process will take place and the import will allow all required requests to be migrated against a single, pre-defined Business Process
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PRE SWITCH-ON: N/A
POST SWITCH-ON: IMPORTING DATA FROM OTHER SYSTEMS - Should you require an import of historical call data from another system, Hornbill can work with you to understand your specific requirements, discuss feasibility, and develop a mechanism to achieve this.
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| SERVICENOW TO HORNBILL MIGRATION
Hornbill can import any historical call data from ServiceNow to Hornbill Service Manager. After understanding your requirements, a mapping process will take place and the import will allow all required requests to be migrated against a single, pre-defined Business Process
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| Self Service Portals
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PORTAL WEBINAR
You will be invited to watch Hornbill's "Service Catalog and Portals" Webinar which provides information on the configuration and usage of a Portals, and guidance on the multiple options available to utilise
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| PRE BUILT PORTALS
Hornbill provides two Pre-Built Portals - with the ability for you to simply add your own organisation logo and main image, so that your user base can be up and running with Self Service Functionality with very little set up required. Hornbill will also assist with set up requirements as part of our Q&A sessions where necessary
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| Reporting
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REPORTING WEBINAR
You will be invited to watch Hornbill's "Hornbill Dashboards and Reporting" Webinar which provides information on the usage and configuration of Honrbills Advanced Analytics (including our trending engine), as well as standard "point in time" reports
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PRE SWITCH-ON: REPORT DEFINITION
Hornbill will work with you to understand your reporting requirements, provide recommendations on the standard reports that provide the most value, and based on your reporting requirements, potentially recommend configuration or process changes that could provide the output required.
POST SWITCH-ON: REPORT BUILDING
Hornbill will build reports using the Dashboard and Trending Engine, and/or through the Reporting functionality based on your requirements.
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| PRE BUILT REPORTS AND ASSISTANCE
Hornbill provides a number of pre-built reports that can be used to attain metrics and KPIs based on Service Manager, along with the chance to ask any questions directly to a Product Specialist during the Q&A Sessions
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PRE SWITCH-ON: N/A
POST SWITCH-ON: BESPOKE TRAINING
Working alongside you administrators, Hornbill will provide a tailored training session to assist with the scoping and building of reports specific to your organisation, and how to get the most out of the functionality.
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