Switch-On

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Here at Hornbill we believe that our customers should be able to realize the immediate value from the technology that we provide. We strongly believe that when deploying any pre-built business application like Hornbill, that any essential services that are required to get the system up and running in to a production-ready-to-use state, should be provided as part of the service without charge to the customer.

The expectations of users of business applications has changed significantly; its those consumer applications that define the standard for ease of deployment and accessibility today. We believe that our customers should be able to test drive and experience our technology before they make *any* financial or contractual commitment to the service we provide. We have defined what we call our Switch-On service to facilitate this.

Switch-On is our definition of the work we will carry out when provisioning and setting up a Hornbill instance for our customers in order that they may evaluate our service with their own data and plugged into their own environment. We have developed technology and a support methodology that makes switching on simple, and includes delivering essential Enterprise Integrations, which are simple to delivery and non-intrusive to your business.

Hornbill Switch-On

In order to facilitate a quick and simple enablement of Hornbill, this Switch-On service is provided to all new Customers free of charge. The service is provided by Hornbill's Product Specialists and is included as part of the subscription charges applicable at that point in time.

What is included?

There are basic things needed in order to quickly get the system up and running with meaningful data and connectivity. Because we believe these integrations are essential to every deployment we have put a lot of effort into simplifying the process of establishing these integration points. We also believe that because these integration needs are pretty much universally required by our customers in order that they get good value from our technology, we carry out the work with you to establish these integration points totally free of any charge as part of the Switch-On service we provide. We will generally carry out this work during your evaluation/trial period before you have to make any financial or contractual commitment to us our or service giving you an opportunity to properly evaluate the capabilities of our solution - the essential integration points are categorised as follows: -

==== Integration to your Corporate Email System ====

The setup of 1 shared mailbox for use with Service Manager (servicedesk@acme.com for example) is included along with the creation of the appropriate role to administer that mailbox and email service. Once created, this will allow for the logging and updating of tickets from email as well as the capability to send outbound emails as updates. POP3 or IMAP4 is required in your environment.

Integration via SAML to AD

All of your Co-worker and Service Manager Analyst information will be imported into Service Manager. No physical import is required if SAML is available as users are self-provisioned automatically with SAML. Hornbill will provide the necessary metadata files required to configure the appropriate entries in your ADFS server; this assumes ADFS is already running in your environment as no assistance for ADFS setup will be provided. Alternatively users may be imported into Hornbill via a dump from AD if SAML not an option.

Asset Import using the Hornbill Asset Discovery Tool

Computer/Asset Discovery  - for organisations using Hornbill Service Manager for internal IT we will work with you to deploy our site integration server and agent-less computer and software discovery tool which will scan you network and populate the CMDB within Hornbill will hardware, operating system and installed software found on computers within your network(s).

Computer/Asset View - if you already have a browser based asset management/discovery tool deployed, our discovery agent will work alongside that tool. We will configure your Hornbill instance to include custom buttons/links to launch the asset-specific views of your deployed tool from within the appropriate asset views within Hornbill.

End User Portal setup

The Hornbill Guest Portal will be setup and made available with simple corporate branding for external users if applicable. The Hornbill Self Service will be setup and made available for internal users if applicable. This will include Single Sign On and Progressive Capture.

Configuration/set up of:

• Co Workers
• Service Manager Analysts
• Self Service Users
• Contacts
• Teams/Groups/Organisation
• Roles
• SLA's/Escalation Points
• Call Categories
• Email Templates
• Basic Email Call Logging
• Log request from an inbound email
• Update requests from an inbound email

Services

Hornbill's Product Specialists will deliver a 30 minute session to provide Knowledge transfer and advice in respect to the creation of Services. This will include defining service categories, working with portfolio lifecycle and associating business fulfilment processes to support requests, Incidents, Problems and Changes raised against the services.

Reporting and Default System Reports

Hornbill's Product Specialists will deliver two 30 minute sessions to provide Knowledge transfer and advice in respect to the Default System Reports and the Reporting Engine.

Dashboards and Default Measures and Widgets

Hornbill's Product Specialists will deliver two 30 minute sessions to provide Knowledge transfer and advice in respect to Default System Measures, Widgets and Dashboards.

Default System Business Processes

Hornbill's Product Specialists will deliver two 60 minute sessions to provide Knowledge transfer and advice in respect to the operation of the Hornbill Business Process Manager and the Default System processes. Additionally Hornbill shall review, advise and guide you in the configuration of your own Incident Management process.

NB. This is limited to one process and must be well documented and provided to our Product Specialists in advance for review.

Clear Down of System Data

Each Customer will have specific requirements regarding what constitutes a data clear down; accordingly the content will be agreed on a Customer by Customer basis according to these requirements.