Toyota Motorsport has revved up its IT service capability with software provider Hornbill to improve response times by 50 percent and reduce IT costs.
Toyota Motorsport serves a variety of motorsport segments, including Formula 1. The company offers design, testing and production facilities for clients in the motorsport, automotive and specialist engineering sectors.
It has deployed the Hornbill Supportworks ITSM Enterprise service management software. The Toyota IT service desk is using Supportworks ITSM to provide support for all users based at its facilities, having adopted incident, change, problem and configuration management processes.
Since the implementation, the IT team has improved its service, reducing its response time by 50 percent despite logging an increased number of calls. The system has also made "significant" cost savings both in reduced consultancy expenses and more efficient asset management.
Supportworks ITSM replaced Toyota Motorsport's existing BMC Remedy service desk, and was selected by the Toyota Motorsport IT team for its "user-friendly interface, performance and easy customisation".
Per Nordqvist, IT project leader at Toyota Motorsport, said, "Our previous system cost us more in a quarter than it cost us 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."
Supportworks ITSM has become "the central repository for IT knowledge” said Nordqvist. “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.”
Supportworks is used by Toyota Motorsport’s 20 analysts on the service desk, while managers use reports for performance and system analysis. Business managers are also able to run their own reports to drill down to specific asset data, including information on warranties and licences for IT equipment.
In addition, Supporworks’ SelfService web portal is used extensively by the end users. As well as being used by support customers for logging and tracking calls, it also provides an inventory, asset allocation information, and mobile phone usage details. The IT department is responsible for mobile phones and using the portal in this way makes it easier to manage costs.
The Toyota Motorsport implementation follows, gas and electricity utility Centrica’s switch to a cloud-based service desk system from Service-now.com.
The software-as-a-service (SaaS) system was implemented by Fujitsu, which said it was one of the most complex single phase implementations of the technology.
Centrica expects to provide more scalable and cost effective IT service management using the system. It will allow different business units to connect to the system, while keeping data separated according to regulatory requirements.