The Supportworks Enterprise Support Platform (ESP) provides a fully integrated platform for automating and managing Request and Service Management related business processes. Supportworks ESP is the foundation of Hornbill’s Employee, Customer and Business Support solutions.

At the heart of the platform are the core modules that provide service level management, escalation, notification, email, approvals, connectivity, enterprise integration, concurrent application management/deployment, and a comprehensive, yet user-friendly graphically driven workflow automation engine.

To provide the very best user experience, the platform includes a fully scriptable forms environment with a simple drag-n-drop design interface for changing or designing forms, even whilst the application is live. The entire platform is built on Hornbill’s high performance and scaleable Non-Polling Architecture (NPA).

One of the primary functions of Supportworks ESP is the generation, management and tracking of requests. These requests may be generated manually, or automatically from any number of sources including the web, email, WAP, SMS, or by enterprise applications or system management solutions. Full tracking, monitoring, audit trail, ownership and security of tickets are managed automatically by the Supportworks ESP platform, providing comprehensive free-text searching and rapid call or ticket retrieval capability.

It is easy to configure a number of forms to create new requests, each form can be different to support the specific business requirement. The form can contain different fields, input validation, look and feel and workflow all running on the same underlying database enabling the creation of a multi-functional service management environment for the enterprise.