--- title: Hornbill Service Manager Reviews meta_title: 'Hornbill Service Manager Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 137 reviews by the users' company size, role or industry to find out how Hornbill Service Manager works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 137 scale: '5' date_modified: '2026-08-07' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Hornbill Service Manager Reviews **Vendor:** Hornbill **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 137 ## About Hornbill Service Manager Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger. ## Hornbill Service Manager Reviews ### 1. Efficient and User friendly: Hornbill Service Manager **Rating:** 4.0/5.0 stars **Reviewed by:** Aaditya P. | Associate Process Analyst, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2024 **What do you like best about Hornbill Service Manager?** The best part about Hornbill Service Manager is how easy it is to use It helps us track service requests and its customizable workflows are really helpful for making our work easier **What do you dislike about Hornbill Service Manager?** Hornbill Service Manager does not integrate well with some other tools we use so moving data around can be hard Also, setting it up was a bit tricky and needed more help than we thought **What problems is Hornbill Service Manager solving and how is that benefiting you?** It helps us track and manage service requests more efficiently reducing response times and improving customer satisfaction. Its customizable workflows allow uss to automate repetitive tasks saving us time and ensuring consistency in our service delivery ### 2. Just a user **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Hornbill Service Manager?** Since the move to the cloud-based Hornbil a much cleaner interface and more responsive. Lots more functions and easier to access - fast and responsive **What do you dislike about Hornbill Service Manager?** Lack of integration to GSuite but this may just be the way our admin has set the system up. Disappointed to find that extra functionality that really should be in the base product is an extra monthly cost - for instance, we wanted to include maintenance contracts but this is an addon to an already pricy product **Recommendations to others considering Hornbill Service Manager:** Great product and should be in the mix when evaluating a service desk product **What problems is Hornbill Service Manager solving and how is that benefiting you?** Originally on site version - needed much customisation and never really had a good data flow. The new system is much more intuitive and the workflow is more intuitive but still lacks some basic functions that are only available if we pay more! ### 3. A feature rich service management solution and good value proposition **Rating:** 4.0/5.0 stars **Reviewed by:** Simon A. | ICT Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2022 **What do you like best about Hornbill Service Manager?** Excellent workflow engine allowing you to configure both quick and simple solutions, with the ability to add in complex workflows as your own processes mature. **What do you dislike about Hornbill Service Manager?** Hornbill has a good active user group and the Hornbill support team are extremely helpful. The mechanism for feature requests however is not easy to use or track requests. **Recommendations to others considering Hornbill Service Manager:** Compare features and cost against the markets global players **What problems is Hornbill Service Manager solving and how is that benefiting you?** We have used Hornbill Service Manager to solve our problems in our Starter, Leaver and Mover requests and in particular using Hornbill to manage assets and their relationships to users and business services. This realizes benefits from both data security and the value of the assets. For example physical value such as mobile handsets and licenses for software products such as M365 subscriptions. We currently use Azure AD , InTune and MS Teams integrations and will be looking to explore API integrations with SolarWinds and our own back-office systems. ### 4. Fantastic Customer Service and Progression over the years **Rating:** 4.5/5.0 stars **Reviewed by:** Hayley G. | Lead ITSM Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2022 **What do you like best about Hornbill Service Manager?** My Company has been a Hornbill customer for 5 years now. It is a younger ITSM solution so not as advanced as some of its competitors. However, the speed at which they are churning out new solutions is amazing and they are quickly catching up. The reason we have remained with Hornbill for so many years though is because they have to be the best company I have worked with in regards to their customer service. Nothing is too much, they go above and beyond when it comes to helping out and are always at the end of the phone. No request is too much to ask. **What do you dislike about Hornbill Service Manager?** There is very little to dislike, however as mentioned above they are a younger solution so are not always as advanced as other competitors. However, they are working towards that and it's clear from the improvements they roll out quarterly. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Hornbill Service Manager has helped us to manage the tickets we receive from customers, we use KPI's and Metrics to keep ourselves as a department in check. Our customer service has improved with the implementation of Hornbill Service Manager. We are starting to use the Asset Management side of it a lot more to keep track of our assets and make sure they are being monitored correctly, The next step is to look into the automation side. We have managed to fully switch to a virtual cab setting and retrieve hours back monthly for our Heads of service by doing this. ### 5. Hornbill Service Manager is easy to use for customers and analysts **Rating:** 5.0/5.0 stars **Reviewed by:** Nasim G. | Change and Problem Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 15, 2022 **What do you like best about Hornbill Service Manager?** Hornbill is very easy to use, with a clean customer portal. It makes raising a request very easy for the customer, with all the useful info (active requests, bulletins, faq) on one page. Analysts also need very little training, I just send them a one-page help guide and have had no complaints. It is very cost-effective and admin of the system is simple, especially for staff with no previous application/ programming background (link me). The vendor is very responsive to us as customers, and there is a large community on their forum sharing tips and getting feature requests supported. **What do you dislike about Hornbill Service Manager?** Not much to dislike but pain of getting staff of Internet Explorer, as this is no longer supported with Hornbill has been a bit more painful than I expected...I mean who uses IE anymore :-) **What problems is Hornbill Service Manager solving and how is that benefiting you?** Beginning to look at integrations with Teams, encouraging self-service through predictive FAQs, and looking at Account automation through ITOM. Things on my wish list that are not far away are asset management through Hornbill. ### 6. Experience is very positive and beneficial **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** September 01, 2020 **What do you like best about Hornbill Service Manager?** Offered balanced advice and support throughout the process which has enabled the organisation to implement a much improved call monitoring and call logging system and shared some great knowledge which has assisted with driving forward developments to meet the 21th sentry. **What do you dislike about Hornbill Service Manager?** Nothing so far we have found the system very rewarding (we have only been live for 1 day) **Recommendations to others considering Hornbill Service Manager:** Switch On was amazing and very informative, we were all very impressed and decided to purchase the software. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Presenting users/members of the Team with Quick Reference Guides to ensure we can resolve user requests and incidents in a timely manner to meet trust SLA's. All information is presented within one place and ensure we get more information at the point of logging the call. ### 7. FatFace Hornbill Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** March 29, 2022 **What do you like best about Hornbill Service Manager?** Hornbill Service Manager enables you to have the autonomy to manage your services in the way that works best for the team in real time. Being able to be dynamic with the settings is a real benefit for us. **What do you dislike about Hornbill Service Manager?** I think it could look nicer in order to have a better user experience. The Search functions could work better as well; either when looking in request view or searching within Admin **What problems is Hornbill Service Manager solving and how is that benefiting you?** We are better able to track issues and workload with Hornbill Service Manager. This is essential for the day to day running of the Live Service teams. We are also able to integrate with our 3rd parties, which is very helpful. ### 8. Hornbill service manager **Rating:** 5.0/5.0 stars **Reviewed by:** Ketan L. | Senior IT Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 15, 2022 **What do you like best about Hornbill Service Manager?** It's very flexible and works as the user required. Very stable product - Once configured it works. **What do you dislike about Hornbill Service Manager?** I don't dislike anything about it. There is not anything to dislike about it. **Recommendations to others considering Hornbill Service Manager:** Its the best product available out there. **What problems is Hornbill Service Manager solving and how is that benefiting you?** As it's very flexible users find it very easy to use and adapt to the new ways of working. ### 9. Service Improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Paul L. | Human Resources Operations Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2022 **What do you like best about Hornbill Service Manager?** The Hornbill system has enabled us to reduce our Emails from staff by 30% over the last 12 months and provides greater visibility to customers of their requests from start to close and enables them to provide valuable feedback to improve our processes. **What do you dislike about Hornbill Service Manager?** all good with the system, although we are still deceloping our reporting capabilities **What problems is Hornbill Service Manager solving and how is that benefiting you?** visibility for both customers and HR staff ### 10. Great **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2020 **What do you like best about Hornbill Service Manager?** Being able to automate with AD and other Databases **What do you dislike about Hornbill Service Manager?** Navigation can be kind of confusing and finding old tickets is difficult if you dont remember the users name **What problems is Hornbill Service Manager solving and how is that benefiting you?** Automation ### 11. A good adaptable system **Rating:** 4.0/5.0 stars **Reviewed by:** James C. | IT Smart Bar Lead, Enterprise (> 1000 emp.) **Reviewed Date:** March 01, 2021 **What do you like best about Hornbill Service Manager?** Having previously used various ITSM systems (I must say I use to say I had a preferred favourite) I was a bit sceptical when first using Hornbill. However, during the last six months I have further seen the internal mechanics of Hornbill and become more and more impressed. The best value for me is that the system offers a lot of flexibility, even more so when creating workflows and automation within tickets. A good example is how we are able to customise first time fix tickets, automating the process and captured information for reporting. Also, the way you are able to customise "Tasks" within tickets, making it easier for technicians to follow instructions as per internal processes. These are just a few positives from an overall well designed system and would definitely recommend viewing this product when in the market for a new ITSM. **What do you dislike about Hornbill Service Manager?** If I were to have a slight grumble it would be with the user (customer) interface when accessing the system to raise tickets. It would be nice if the interface was a bit more user friendly, inline with other systems. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Being fairly new to Hornbill and having an internal team that admin the system, I have not had the exposure to accurately answer this question. ### 12. Hornbill Manager Review **Rating:** 4.0/5.0 stars **Reviewed by:** Matthew W. | Service Desk Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 28, 2021 **What do you like best about Hornbill Service Manager?** Lots of customisation and can really tailor it to your organisation's needs. Is fairly easy to use and accessibility is great as you can access at home or at work as it runs from browser. Can also use on your smart devices if needed. **What do you dislike about Hornbill Service Manager?** Whilst it is fairly quick to use, there are some occasions where you are waiting for Hornbill to do what you've asked it to do and you're waiting to proceed, instances like creating a new request and assigning to another team, it just takes a bit to long to do. Or if you have just recently created a request and it doesn't let you search for it straight away, can take a minute or so for you to find it manually. **Recommendations to others considering Hornbill Service Manager:** Really consider what you need from the platform and make sure hornbill and supply it. Hornbill is really customisable so it should meet any criteria you need. **What problems is Hornbill Service Manager solving and how is that benefiting you?** We are using hornbill to raise issues in our hospital (mainly ranges from IT issues to clinical system issues) As mentioned previously, hornbill can be customised to cater for all businesses. ### 13. Does everything you would want it to do.... well **Rating:** 5.0/5.0 stars **Reviewed by:** Chris N. | Service Desk Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2021 **What do you like best about Hornbill Service Manager?** The simplicity, it is easy to train new team members to use its features. I like the adaptability of the tool. I like having the ability to create my own views so I can look at the exact data I need when I need it. I am also able to create live visual charts that update as things happen which is very very useful when managing my team. We have the ability to add specific tasks and questions for specific catalogue items to ensure the analysts on the service desk are gathering the correct information and the customers are supplying the correct information if using the self service portal. We can link all assets and documents to specific calls and when searching for an asset it will pull up all historic calls related to that particular asset **What do you dislike about Hornbill Service Manager?** The customisation of the customer satisfaction survey is as detailed as we would like it to be. However you can link in with third party systems if needed. Also some functions can be click happy. Meaning, the same outcome could be achieved with fewer clicks of the mouse. Only an issue when dealing with very high number of tickets **Recommendations to others considering Hornbill Service Manager:** It does everything you would expect from a service management tool and more. Everything it does it does well. It is quick to learn and easy to use **What problems is Hornbill Service Manager solving and how is that benefiting you?** We use it for the whole of the department, logging and resolving issues and requests, problem and change management etc. Reporting is easy once set up, pulling metric information takes seconds. ### 14. Great people to work with, flexible service desk software **Rating:** 4.0/5.0 stars **Reviewed by:** Kevin K. | Manager - Technical Services Delivery & Compliance, Enterprise (> 1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Hornbill Service Manager?** The implementation/training and support teams are enthusiastic and helpful. Software has boundless functionality & configurability. End user & analyst navigation is simple and straightforward. Active user community. Price locking allows us to level load our annual budget **What do you dislike about Hornbill Service Manager?** Takes some getting used to for administrative navigation. Some of the external utilities used for importing information could be documented more clearly. Codeless Business Process Maps are still difficult to write for neophytes, but adequate troubleshooting tools are available once you learn to use them. **Recommendations to others considering Hornbill Service Manager:** Make sure it fits for you, but is certainly does for us. No regrets. **What problems is Hornbill Service Manager solving and how is that benefiting you?** The software allows us to make sure change management, new hire processes, and SDLC processes follow policy & fully documented for audit (Sarbanes-Oxley). We have a long list of improvements to our business processes that this software will facilitate, enough to ensure we will be implementing productivity & reporting improvements for a significant amount of time. ### 15. A user and admin friendly, customisable, platform that provides a host of functionality. **Rating:** 4.5/5.0 stars **Reviewed by:** Chris W. | Information Security and Continuity Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2021 **What do you like best about Hornbill Service Manager?** Customisation options that can be tailored as required. The ability to customise Pro-Caps and BPMs to capture some very specific information or detail (as relevant to each Service or Ticket type) has proven to be a very useful function. Customer Portal is the best i have experienced. A user-friendly interface that can be easily accessed provides a superb interface for customers. With the ability for Live chat and updates within ticket timelines; ensures that customers retain an interest and responsibility for their requests. **What do you dislike about Hornbill Service Manager?** Can be tricky updating or modifying existing Processes. Although the customisation options available are wonderful; when a change to a business process is required it can be fiddly making minor edits that end up consuming more effort than they should. One particular example is if an internal IT user (request approver) leaves employment; removing and/or replacing them in the relevant process is awkward. **Recommendations to others considering Hornbill Service Manager:** Try and keep your Customer Portal Service offerings as limited as possible - this will help users navigate quickly and efficiently, aiding in up-take and positive user experience. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Problems solved with Hornbill Service Manager include: an Integrated Asset Management solution, Ticket and related Asset history, Customer visibility, access and ownership, Service performance, Manageable internal ticket interface. The benefits of these functions are obvious and the Hornbill platform has allowed our Technology processes to be easily adopted and for us to mature as an organisation. ### 16. Quality Collaboration Service Tool **Rating:** 4.5/5.0 stars **Reviewed by:** saheda s. | Service Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2021 **What do you like best about Hornbill Service Manager?** Initutive resource to build successful business processes and progressive captures. It can be tailored to meet requirements from many areas of the business to record, update and manage services. **What do you dislike about Hornbill Service Manager?** Reporting functionality is quite complex to use to extract data in a easy manner. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Currently looking at ways to embed images to assets portfolio. As long as a shared area is specified locally on the network images can be brought into Hornbill and sized accordingly. ### 17. Very good tool where thoughts become automation **Rating:** 4.5/5.0 stars **Reviewed by:** Jonty M. | Implementation Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2021 **What do you like best about Hornbill Service Manager?** Great tool to share, collaborate and achieve with built in automation. Giving clear vision to management and analysts. **What do you dislike about Hornbill Service Manager?** Very little in downsides more opportunities to develop hornbill functions. **Recommendations to others considering Hornbill Service Manager:** Great ability to streamline processes and improve end user satisfaction with the power of progressive captures and business processes to automate and gain instant efficiency **What problems is Hornbill Service Manager solving and how is that benefiting you?** Modern always up to date solution bringing advantages in each update. Main benefit is clear vision of service demands and performance ### 18. Early thoughts on Hornbill Service Manager, currently configuring before go live. **Rating:** 4.0/5.0 stars **Reviewed by:** Carl A. | ICT Infrastructure Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** January 19, 2021 **What do you like best about Hornbill Service Manager?** Cloud functionality, we are replacing an on-premise installation of Support Works and Hornbill Service Manager is a much better and streamlined alternative/replacement. The GUI is nice, clean and functional. The ability to import assets from SCCM/Endpoint Manager is nice and made easier using the pre-built JSON files as is the ability to import users from Microsoft Azure also using pre-built JSON's. Having the ability to Single Sign-On via Azure will be a bonus to users of the application and self-service users alike. During the implementation stage we have regular meetings with Hornbill, almost daily for the 4 week on-boarding period. We have completed our 4 weeks but we are still receiving continued support and assistance when needed. Personally I've had numerous calls with several members of the Hornbill Team and their subject matter experts and they have all been extremely helpful and understanding. As well as the Teams support the Hornbill FAQ's and Forums are a fantastic resource. **What do you dislike about Hornbill Service Manager?** Nothing so far as we're still in the configuration stage and haven't yet gone live. **Recommendations to others considering Hornbill Service Manager:** Going from an on-premise to a cloud product is highly recommended. Hornbill have being producing ITSM tools for many years so with the experience they have gained Hornbill Service Manager is a much better application than any on-premise ITSM tool I have used in the past. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Still in the configuration stage so I'm unable to give any examples of problems being solved but being a cloud based product is a huge benefit over our existing ITSM tool. ### 19. Overall good system. Refined, configurable, flexible, meeting the demands service delivery **Rating:** 5.0/5.0 stars **Reviewed by:** Adam C. | IT System Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Hornbill Service Manager?** I find the user experience to be smooth and flexible. It facilitates the services we deliver improving all round experience. **What do you dislike about Hornbill Service Manager?** The issues I’ve personally found relate to aesthetic quirks. For example, when attempting to update a ticket, the screen will refresh a number of times, removing the focus from the area in which I’m typing making for a frustrating experience. **Recommendations to others considering Hornbill Service Manager:** Seeing Service Manager in a live environment is an excellent way to appraise its capabilities. Often show cases applications can be a little glossy, even deceiving sometimes, but SM holds its ground. It’s solid. **What problems is Hornbill Service Manager solving and how is that benefiting you?** We use Hornbill to address a wide range of business requirements such as asset management and call raise to resolution. The many levels of the Service Manager help the business quickly resolve all manner of challenges. ### 20. Hornbill ITSM review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2021 **What do you like best about Hornbill Service Manager?** The user interface is very straight forward, it's very customizable so for us we try to keep things simple, clean and customer friendly which is all possible Within Hornbill. **What do you dislike about Hornbill Service Manager?** Small detail but some of the wording can be confusing,for example it's called request list to see your tickets but in ItIl terms there is a difference between request and incident. Few minor terminology things like this but nothing major **What problems is Hornbill Service Manager solving and how is that benefiting you?** We are solving reducing our channels of the ways customers can log tickets, previously we would receive unstructured emails but with service manager we have progressive capture forms which ensures we gain the information required to log tickets. We also have more MI available Worthing reporting to see how we are performing. We will also implement chat in the future ### 21. Easy to use and very helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Callum H. | Service Desk Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2021 **What do you like best about Hornbill Service Manager?** The built in email function that allows us to email customers who are linked to the ticket, quickly, and with the snippet function this is even quicker if sending a template email response. **What do you dislike about Hornbill Service Manager?** With the built in email function, if the customer responds to an email we have sent, there is no way to reply to this from the ticket, we can go to the email to respond, or just send a brand new email, which isn't the end of the world **What problems is Hornbill Service Manager solving and how is that benefiting you?** We use this for IT related issues, to help keep track of what users are having issues with what, and the status of the issues, whether they are close to a resolution or not. ### 22. Hornbill Service Manager a great tool with a steady improvement plan **Rating:** 4.5/5.0 stars **Reviewed by:** Remus B. | Smart Bar Technician, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about Hornbill Service Manager?** We use Hornbill Service Manager company wide. For the most part it is used as an IT support tool for logging errors, issues, fixes or requesting changes, services, etc - from both an administrator and user side. I personally use it in a support role as an admin in our organisation. I like most the fact that you can customise it to have a personal feel - although you might have to "dig" a bit for most of the cool features Quick response in terms of latency. **What do you dislike about Hornbill Service Manager?** Its best features seem hidden at times. Could benefit from having a more friendly user interface. The dynamic reporting capabilities could use improvement- While there are several layers of reporting within Hornbill including several types of dashboarding, list reports, measures etc I would still like to see this area of the tool improved upon. The search function based on key words is really, really bad. You can't also sort the searches by most relevant or most recent. **Recommendations to others considering Hornbill Service Manager:** It's one of the top Services out there **What problems is Hornbill Service Manager solving and how is that benefiting you?** The incidents and service requests have a nice flow, with tons of optimisation options and/or tasks that can be added when needed. By adding mandatory tasks to a ticket you can make sure it gets closed only after everything has been completed - that is a nice feature and it increases the service quality overall. ### 23. Hornbill Is Great **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 01, 2021 **What do you like best about Hornbill Service Manager?** I like how user friendly it is, from a user point of view im able to do most things quickly. The ability to update multiple calls and close multiple calls is great when we have p2 and p1 tickets. This saves a lot if time and means we can focus more on the customers rather than the admin Another good thing is how it works with the assets. The ability to add assets to calls helps us track and look at the history of a machine. This in turn can help us make a decision on how we proceed with a device Not only can you look at the history but trend analysis is also very good with hornbill **What do you dislike about Hornbill Service Manager?** i dont like the fact you cant put multiple calls on hold, this would be great as it would save going into each individual call. This would save a lot of time and means we can focus more on the customers rather than the admin of having to go into each ticket. **Recommendations to others considering Hornbill Service Manager:** I have no real complaints with it, i think some tiny tweaks and i would tick amazing **What problems is Hornbill Service Manager solving and how is that benefiting you?** Solving users IT issues with laptops and application, managing reports to see what comes in to our queue ### 24. Service Manager **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Research | Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about Hornbill Service Manager?** Everything, its easier to navigate around and easier to get to any part of the system in a number of clicks. Its a very good product, user friendly and very appealing for the first time users but the switch on process need to be abit more focused on outcomes in terms of how its going to operate after switch-on because once the HB specialist leave , you are left with needing to do all the things by yourself and depending on chargeable expert services each time you want something changed. Other than the the wiki there are no other documentation to refer to. The switch on videos don't cover the the practical things like tweaking certain aspects of the product. The Community while helpful takes time to get something working from there. In my opinion HB need to come up with two extensive manuals, a User guide and a Systems Administrators Guide both with practical examples of what is expected when the product goes live. Its good to say the product is highly configurable and you can do that yourself but without understanding the way the system is setup it becomes very difficult to support. **What do you dislike about Hornbill Service Manager?** Absence of proper documentation rather than ploughing through wiki which does not give targeted instructions on how to achieve/do certain tasks and videos which are mostly outdated. Would rather have short HOWTO documents to refer to than watching the countless old videos. **What problems is Hornbill Service Manager solving and how is that benefiting you?** It is meeting 90% of all our requirements but its the other 10% which mainly is on tweaking certain aspects of the product that are an issue. In my view this can be addressed with proper training on user experience and system administration. Otherwise its serving its purpose but we just feel it could do more for us. ### 25. Best service desk system I have used. **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah P. | Clinical Application Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Hornbill Service Manager?** Modern and easy to use. The time line of events are easy to read. Being alerted visually and via email when there has been an update to a call. Easy to up the SLA Access to different teams call queues is easy to request. The sorting and customisation of the call queue has lots of different options. **What do you dislike about Hornbill Service Manager?** When resolving calls the time does not always save to the call, you then have to do an update to add time. When updating or resolving calls sending emails ect, the screen flashes several times before the update happens. As we have three different hospitals when logging a call for a user from another hospital, although I have selected which site they work from it automatically logs the call for the site which I am based. **Recommendations to others considering Hornbill Service Manager:** Make sure you do your research and put in the leg work before you implement the system. **What problems is Hornbill Service Manager solving and how is that benefiting you?** In my opinion I am saving time because it is easier to navigate than our old support works system. logging calls are finding it easier to navigate. The ease of having the ability to add your own or teams snippets to call resolutions, emails, updates etc. ### 26. REVIEW Hornbill Service Manager, overall good **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about Hornbill Service Manager?** Clean functional interface, easy to find mot things. Adding visual charts is useful. Being able to browse, manage and share documents is fantastic. I like the ability to paste screenshots into the text field and upload other document types. Emailing customers from within the environment is essential alloying all data to be stored and managed centrally. **What do you dislike about Hornbill Service Manager?** Far too many clicks to achieve some actions, especially with regard Actions that are required to complete a ticket. Have to type the name of the customer, would be so much easier if the system could integrate more with the phone system and recognise customers. Interface shifts around when loading pages, this is very annoying for someone who does not touch type. **Recommendations to others considering Hornbill Service Manager:** User friendly, flexible, platform providing good functionality. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Most of the IT department uses it for logging and resolving incidents and requests. ### 27. Attention to detail and commitment to excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Kate S. | Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2020 **What do you like best about Hornbill Service Manager?** Working with Hornbill to design and implement our new ITSM system has been a great experience. The combination of having experts on hand, and a system that's capable of incredibly powerful features yet straightforward to design and configure results in the implementation of a truly valuable tool. **What do you dislike about Hornbill Service Manager?** There's almost too much that you can configure! **Recommendations to others considering Hornbill Service Manager:** Pay close attention to what your product specialist is telling you! **What problems is Hornbill Service Manager solving and how is that benefiting you?** Our previous system was no longer fit for purpose. Service Manager has allows us to handle incidents and service requests in a much more streamlined way. The ability to add colleagues as members to calls and chat to each other within the system have facilitated collaboration enormously. The ease of creating and switching between different views of the requests has made it so much easier to see what's going on at any given time. There have been some unanticipated benefits - for example the fact that it is browser-based and can therefore be run in 'dark mode' has made a couple of our team's lives a lot easier. We're also just running an early adoption scheme for Self-Service and so far getting great feedback from our customers. ### 28. Hornbill Service Manager - a simple yet powerful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Mike P. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2020 **What do you like best about Hornbill Service Manager?** The capture and processes are extremely simple to configure and edit (with version control) yet extremely powerful. Whilst taking a little while to get used to, once you do it is very quick and easy to build multiple captures and processes. The customer portal has allowed us to ask targeted questions to the people we are supporting based on their previous answers. This has enabled us to build in a lot of self help articles and provide relevant possible fixes to issues that our users were experiencing resulting in less issues being logged, happier customers and freeing up time for our IT Services team. The interface is clean and easy to navigate and customisable on a per user basis **What do you dislike about Hornbill Service Manager?** Steep learning curve initially if you do not take the bespoke installation and have to configure the system yourself. There was a lot of upfront work to get the product to a usable state although this is to be expected with a product of this nature and during the initial 30 day trial we were assigned a deployment specialist who provided a lot of help and regular meetings which helped us get to a releasable state **Recommendations to others considering Hornbill Service Manager:** As with most products of this nature, the more time you invest upfront, the more value you get from the product. Prior to the initial trial period there are a series of Webinars that give a good introduction to the product and give a good foundation for the various parts of the system and having viewed these before the 30 day trial will enable you to get more benefit from that period. I would also recommend ensuring that you have the relevant time set aside during the 30 day trial period so you can get the customisations done early in that period and allow enough time for testing and to enable an informed decision at the end of the trial. **What problems is Hornbill Service Manager solving and how is that benefiting you?** We have built a fully featured customer portal which is not something we had previously. Before our users had to contact the service desk via phone or email which added a delay and took time for the IT Services team. Using this portal we have been able to reduce the workload on the IT Services team by fixing more issues using self help articles. Our users are able to log and view their requests via the portal which has increased their experience and makes things faster for them. We have been able to automate a lot of our processes within Service manager allowing the team to be more productive ### 29. Hornbill?! More like Hornbrill(iant!) **Rating:** 4.5/5.0 stars **Reviewed by:** Alex K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2020 **What do you like best about Hornbill Service Manager?** Application is very easy to navigate. It's feature packed and includes really great modules like the FAQ, knowledge database, document uploader and the helpdesk component itself. The customization is great as well, specifically the helpdesk module. I like how you can breakdown into areas the different issues you can log (e.g. account issues, hardware issues, software issues, etc.) and then break it down even further than that under each different section. **What do you dislike about Hornbill Service Manager?** Lack of ability to right click and change spelling mistakes from emails within tickets. Seems like a small thing but when typing and trying to get a response out quickly, would definitely help to be able to right click and fix the mistake. Lack of ability to simply view attached images in ticket timelines. While I'm aware you can expand an entry timeline, select the three dots and click view email, it would be handy to see the image in the timeline entry. **Recommendations to others considering Hornbill Service Manager:** Play around with as many features and modules as you can, you may not need them all but you could find a module that has some great features that you didn't think you needed. **What problems is Hornbill Service Manager solving and how is that benefiting you?** We use Hornbill to log and track IT issues and change controls and to upload documents. We also use it to act as a "middle man" between one of our departments and a third party developer, where our team logs a ticket through hornbill and it's sent to the developer for resolution. This is done for auditing purposes. The main benefit is that tracks communications between myself and end users in a coherent and easy to follow manner. ### 30. Hornbill Service Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Imogen G. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2020 **What do you like best about Hornbill Service Manager?** Very user friendly front end, this makes it easy for our customers to submit their own ticket requests to the engineers and also allows them to keep track of where an engineer may be within resolving their request. It also gives the ability where the engineers are able to view all their assigned calls within one place which can also be reported from which helps with identifying workloads of the engineers as well as spot any frequent requests that may be coming into the Service Portal and address these quickly. **What do you dislike about Hornbill Service Manager?** Nothing negative to say about Hornbill, with it being configurable its become the perfect tool within our organisation that Service Now wasn't able to provide. **Recommendations to others considering Hornbill Service Manager:** Attend all meetings with the Business rep and technical support teams, they were able to provide outstanding support to aid with the implementation of Hornbill into our organisation. **What problems is Hornbill Service Manager solving and how is that benefiting you?** The introduction of the portal has now allowed support staff based in various locations to raise their own requests instantly without relying on emails. ### 31. Transforming our Operation with Hornbill Service Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2021 **What do you like best about Hornbill Service Manager?** Hornbill Service Manager is flexible and intuitive, and feedback from our teams (after just one week since go-live) has been extremely positive. We are already planning what to do next! **What do you dislike about Hornbill Service Manager?** Lack of Knowledge Base capability is noticeable, we had hoped to be able to pool lots of individual sources of information together in to one place to aid ticket resolution, but understand this is not available at the moment **What problems is Hornbill Service Manager solving and how is that benefiting you?** Hornbill Automation has greatly improved our internal processes and made us look for further efficiencies in our work. The introduction of a self service portal has increased our access channels and availability which is especially important in a 24/7 operation. ### 32. Intuitive user interface and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Gillian H. | Data Services Manager, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about Hornbill Service Manager?** workflows are reliable and consistent, ability to log calls via the portal, quick and easy to log calls via the portal **What do you dislike about Hornbill Service Manager?** sometimes the tool tips used to ask the same questions repeatedly every time i log in (I think this one has been fixed now, not seen it for a while) **Recommendations to others considering Hornbill Service Manager:** Improvements to the service are regular and reliable **What problems is Hornbill Service Manager solving and how is that benefiting you?** i use service manager every day to access calls logged about our data warehouse, benefits are that i can easily view the history of what has happened on the call before it was assigned to me ### 33. A fantastic system which has completely changed my working practices for the better! **Rating:** 5.0/5.0 stars **Reviewed by:** Will H. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2020 **What do you like best about Hornbill Service Manager?** There are many things I like a lot about Hornbill but one of my favourite aspect of hornbill has to be the ability to view all my assigned work in one place. This has helped me to manage my workload much more effectively and also allows my manager to see the current jobs that I have outstanding. The self-service features are also incredibly helpful as we can tie them into our inhouse API's. With this I am hoping that it will reduce the amount of work our frontline team will have to do at the college. **What do you dislike about Hornbill Service Manager?** The main issues I have found is that the interface for managing work is not the most intuitive. It took me longer than I felt it should have to navigate my way around the software and I found the initial configuration of hornbill to be rather confusing. **Recommendations to others considering Hornbill Service Manager:** My advice to others who are considering Hornbill Service Manager would be to sit down and read the documentation fully before starting to configure the application as you will have an easier time understanding how to use it. When I started if I had done this it would have saved me a large amount of trial and error. Overall I would definitely recommend this application as it has made my life so much easier in managing my time effectively and prioritising my work and I have recommended it to all my colleagues at the college due to this. **What problems is Hornbill Service Manager solving and how is that benefiting you?** While i am stilling learning on how to use Hornbill and how it can help solve problems I have to face I feel like it has helped me manage my workload a lot more effectively allowing me to put more time into other projects. ### 34. Very user friendly, love it! **Rating:** 4.5/5.0 stars **Reviewed by:** Lucinda D. | Clinical Systems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Hornbill Service Manager?** Copy call - This function is a God send when creating multiple calls. Also the ease of locating calls using the conditional statements and not forgetting the snippets. Makes life a lot easier! **What do you dislike about Hornbill Service Manager?** Time added doesn't always appear to be save when viewing Timesheet and when a call is changed teams the time is not recorded on the team that added the activity. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Users request access to multiple systems - so user friendly for Teams to pass the calls to each other to ensure correct and appropriate access is given in a timely fashion. ### 35. Excellent service manager **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2021 **What do you like best about Hornbill Service Manager?** Highly customizable workflows, easy to use, the system time-stamps actions which is useful, it is easy to see all of the ongoing updates sequentially on a timeline. Price for life (Future subscription price increases will never affect you for as long as you remain a subscribed customer) **What do you dislike about Hornbill Service Manager?** No Test environment, occassional downtime **What problems is Hornbill Service Manager solving and how is that benefiting you?** Reduced reliance on local infrastructure and associated cost. Live dashboards available for display ### 36. Reliable and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Samantha M. | N, Enterprise (> 1000 emp.) **Reviewed Date:** March 02, 2021 **What do you like best about Hornbill Service Manager?** I most like that Hornbill SM is easy to use and more reliable than a lot of other SM's I have used before. **What do you dislike about Hornbill Service Manager?** I dislike that sometimes permissions and features change and that our internal admins have said that only one person can have full admin rights. **What problems is Hornbill Service Manager solving and how is that benefiting you?** We use Hornbill SM to log and resolve IT related incidents and requests. It has been great at letting us share tickets across the department and keep track of all work relating to a ticket linking other tickets accordingly ### 37. I have thoroughly enjoyed working on hornbill **Rating:** 4.0/5.0 stars **Reviewed by:** imogen d. | service desk analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2021 **What do you like best about Hornbill Service Manager?** I most like the feature for putting tickets on hold and sending us emails to remind of SLA **What do you dislike about Hornbill Service Manager?** the fact that the resolve part of the ticket never works correctly e.g. when we select a resolution the page refreshes randomly and if we have typed in the resolve box it is wiped **Recommendations to others considering Hornbill Service Manager:** GET IT - it is super easy to use from both the user and admin end **What problems is Hornbill Service Manager solving and how is that benefiting you?** It helps as we are able to move 1 ticket to multiple teams with ease and able to prioritise accordingly ### 38. Hornbill has an abundance of flexibility **Rating:** 5.0/5.0 stars **Reviewed by:** Chris W. | Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2020 **What do you like best about Hornbill Service Manager?** The progressive capture is so useful for routing customers to the right questions, and thus providing analysts with the correct information to help fix issue/grant requests. The self service portal is so clean, so easy to amend. It offers plenty in the way of customisation as well. It shows the customers their requests in a really user friendly way. You can also assign calls to "related" users e.g. a customers manager, so they can see the status of their direct reports requests via the portal too. All reduces customer contacts to the service desk. Loading requests is immensely quick, and views to navigate the requests are super simple to create. **What do you dislike about Hornbill Service Manager?** No simple built in way for approvals. Unable to access CMDB assets using business processes so unable to automate CMDB updates as of yet. The Single Sign on page customers are now presented with to access the portal. Feels an unnecessary step Inability to remove "Hornbill" logos and wording and replace with our own organisation text. **What problems is Hornbill Service Manager solving and how is that benefiting you?** As mentioned above, our current system does not have a way of asking bespoke questions based on previous answer. We can now do that and provide better quality information to both customers and analysts. The portal as well is both simple, easy to manage and very well presented so its easier for customers to find what they need. Being a cloud solution as well, we will be reducing the costs of servers too, so that's always a benefit. ### 39. Very Good Service Manager Product **Rating:** 4.0/5.0 stars **Reviewed by:** Robert A. | Application Support Analysts, Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Hornbill Service Manager?** I like the ease of use and how it works in our team. It only took me a few minutes to pickup how to use it. **What do you dislike about Hornbill Service Manager?** I dislike the loading speed of the product, seems to lag at times for example when changing the an email address i then go to start typing my email and the focus of the page goes back to the address box. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Solving Business as usual calls for applications, the snippets make it easy and efficient to reply to common issues. ### 40. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 26, 2021 **What do you like best about Hornbill Service Manager?** Viewing all the notes of the incident within the ticket and showing every update within the ticket. Being able to see what the previous technicians has done by updating the tickets and can easily be assigned to other teams. Getting a email notification of new tickets and also when tickets are updated. We can search for previous closed and resolved tickets and the outcome of these tickets. Also can link kbs to the ticket and search for kbs within hornbill of known issues and fixes. Can send emails directly to the user within the hornbill ticket. Easy to see the information on the overview page and the priority of the ticket. **What do you dislike about Hornbill Service Manager?** Hornbill is limited to the upload files/documents which exceed a file size, this could be bigger limit. Does not assign tickets automatically and would be good to see how much time a technician spent on ticket each ticket. Hornbill could do with a training video on how to use and the features of hornbill, this would be useful for new users/technicians who have never used hornbill before. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Users within organisation having issues with there IT equipment and helping to resolve these issues. When a ticket is created a user can select sub categories, which enables them to assign to the right team. Sending emails directly to the user to from the hornbill ticket and also a good feature which I realised within hornbill is that we can create email templates. ### 41. Hornbill is great as a service desk management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Aishwarya M. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2020 **What do you like best about Hornbill Service Manager?** The priority queue and the color coordination. I also like that it highlights tickets when they have not been open by the assigned owner. I like the new feature on timing, where once a ticket is picked up we usually have a set time to respond to the client. I also like that when someone does not responded on time, our team gets a notification saying this ticket needs to be looked at. **What do you dislike about Hornbill Service Manager?** The search feature can be better. I cant seem to search to tickets in a easy way. When searching for closed tickets, it seems that it doesn't pick up on all tickets. Just in general if I want to search for a topic that doesn't exist on the title on the ticket, it does not pick it up on the search. The login procedure has changed a bit and you will be presented with a screen where you can choose between standard log in and SSO. I have been getting this screen at every login even if I click on both the options. **What problems is Hornbill Service Manager solving and how is that benefiting you?** any support issues that come up for our Collections Management system. Clients can create new issues and one of our support team picks up the ticket and assigns it to themselves and starts working on resolving the issue. I find looking for tickets that have been recently responded to is easy to find. Different issues are organized by groups which is great when searching for them. ### 42. Service managment at your fingertips **Rating:** 4.0/5.0 stars **Reviewed by:** Matt H. | Enterprise (> 1000 emp.) **Reviewed Date:** September 25, 2020 **What do you like best about Hornbill Service Manager?** We use service manager in the field of business relations to log and track requests for advice about our existing IT solutions as well as requests for new solutions. We have built our business processes into the progressive capture and created tasks to guide us through the stages, which allows us to ensure that we have been diligent at every step while also providing the best advice to our customers. We carry out regular reviews of progress and use the service manager boards at every decision point as a reference to keep us organised. **What do you dislike about Hornbill Service Manager?** We occasionally have difficulties searching for and locating a request once it has left our queue and been passed to another team. This has been improving over time. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Service Manager is a powerful tool for collecting information, developing a request, and tracking progress. We have been able to enhance the quality of the service we provide to our internal customers as well as organise and prioritise demand within our workflow. ### 43. Very user friendly tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Hornbill Service Manager?** I like the look and style of Hornbill as well as how easy it is to log and resolve calls in our queue. **What do you dislike about Hornbill Service Manager?** It can be a bit slow at times, but that could be due to updates or behind the senses issues. **Recommendations to others considering Hornbill Service Manager:** I just think its a great system for a big company, just depends how you use it and what you need it for. You make it work for you and your business **What problems is Hornbill Service Manager solving and how is that benefiting you?** I work in the Digital Services field and my job is to resolve calls in a timely manner. This tool has been really helpful when communicating with users that have requests or incidents that they need resolved. ### 44. Look to the future - Hornbill Service Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Ilyaas K. | Helpdesk and Facilities Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2020 **What do you like best about Hornbill Service Manager?** The platform has evolved and continues to evolve. The development team and community are active in content and development. Being a high usage customer, we find the support to be highly responsive and efficient. I am comfortable that service manager will continue to develop as technology develops meaning as a customer we remain current. **What do you dislike about Hornbill Service Manager?** No real comments in terms of dislikes at present. We can pretty much do what we like and receive the required assistance. There are slight issues where we cannot currently have a process the way we want it but the team at hornbill are effective in suggesting alternatives which ultimately ensures our end result or desired outcome remains the same **Recommendations to others considering Hornbill Service Manager:** If you are looking for an all in one platform which can meet multiple needs then service manager is definitely the place for you. Customer support IT Procurement B2C B2B Service manager has various elements to cater for most if not all needs. Certainly worth requesting a demo and specifying any specific requirements. I have no doubt that the team at hornbill will be able to deliver whatever your desired outcomes one way or another. Regards Ilyaas **What problems is Hornbill Service Manager solving and how is that benefiting you?** Automation Standard formatting Customisable elements Digital process creation for historic paper based clients of ours Not so difficult business process creation Portal setup for customers Various other elements ### 45. Hornbill Service Manager **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2021 **What do you like best about Hornbill Service Manager?** I find that the automation is a good feature and allows us to streamline some of our working practices that were in the past quite manual. **What do you dislike about Hornbill Service Manager?** I am part of the team from our organisation who are configuring the tool. I think if you want to get the most out of the tool you do need to invest the time in configuring it properly. **Recommendations to others considering Hornbill Service Manager:** Ensure your processes are mapped beginning through till the end so you can build this into your progressive capture and business processes. **What problems is Hornbill Service Manager solving and how is that benefiting you?** We primarily use Service Manager for managing incidents and requests on our IT Service Desk. The tool is a lot more stable than it's predecessor and also allows for more configuration to help the analyst process their workloads better. ### 46. How Hornbill Service Manager provided great help to my Support role **Rating:** 5.0/5.0 stars **Reviewed by:** Aaron A. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2020 **What do you like best about Hornbill Service Manager?** Hornbill Service Manager provides the best support tool I encountered from my 7 years of work experience. They are able to provide functionalities that you can customise to cater businesses with multiple clients in an organised matter. GUI is also user-friendly which enabled me to use the tool properly on my first few weeks of using Hornbill Service Manager. **What do you dislike about Hornbill Service Manager?** I just noticed that some of the images uploaded to our documentation are a bit blurry and hard to read. But not entirely sure if this is due to Hornbill Service Manager or the quality of the photo provided by a colleague. **Recommendations to others considering Hornbill Service Manager:** Being in a Software Solutions industry, documentation will always be the least favourite, especially when it comes to Issues and Resolution encountered by your clients. But with the help of a right tool, you and your team can have a systematic way of assigning tasks, providing insights, and helping a customer from inquiries to system concerns. And I am glad that my company is using the right tool, Hornbill Service Manager. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Hornbill Service Manager helps my team to solve software issues encountered by different clients worldwide. Since we have one tool to log all the issues encountered, it is easier for our Support team to simply look at Hornbill database and maximise the search function. In case that the issue was encountered before, this helps the team to lessen the time for investigation of an issue. Which then, provides faster resolution to our clients. ### 47. The Amazing Hornbill **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2020 **What do you like best about Hornbill Service Manager?** I like the flexibility of the product which is great for supporting business processes. The business process flow engine is very powerful and with the support of the Progressive Capture you are able to guide the user through the right steps and often this gives the user the capability for a self fix question. I would like to spend some good words for the the Customer care and support which is great! They are very responsive and prepared and most important Hornbill folks always listen to my needs and each time an improvement can be developed to achieve my business need they add a milestone into their development roadmap; when needed you can ask for a support specialist (if you have bought this on your support contract) which can help you out solving the day by day issue or provide training. From the economics point of view no one else is offering the "prized for life" service which is great in terms of budget review for us, because we are always sure what we are going to spend. **What do you dislike about Hornbill Service Manager?** it's really hard to find something I don't like, but it would be nice to be able to open a generic request from the employee portal; currently when you open a request the type of request is mandatory selected with the item selection, well I believe it would be good to have the possibility to log a request without a direct type selection (incident, service request etc.) and on later stage the analyst may "classify" the request correctly. This is particulary useful in ERP support which i a complex environment and linked to different services. **Recommendations to others considering Hornbill Service Manager:** Follow the forum, it's a great resource and from the forum you can bring to the developers' attention your requirement and need **What problems is Hornbill Service Manager solving and how is that benefiting you?** We approached Hornbill mainly for IT service management, but the platform allows us to be able to respond to the needs of other business processes, outside the direct perimeter of IT. We are mainly using Hornbill for the employee support for IT needs and other department too, like HR department. The Service Desk has now a collaboration platform which help us to shorten the distance between the different time zones in our global team ### 48. The best helpdesk system I've used. **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel M. | Information Technology Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2020 **What do you like best about Hornbill Service Manager?** Simple for users and technicians to use, but very powerful under the hood. The automation and ticket flow rules are incredibly powerful and useful. I've used a fair few different help desk platforms and this is one of the best looking ones . A lot are ugly to look at, and if your staring at queue's all day, its appreciated that Hornbill took time to make their interface look great. Hornbill is great for is the ability for end users to login to the end user portal and they can see the tickets that they have logged and see what progress they are up to. Most helpdesk system require the end user to call IT and ask about their ticket. So the self service aspect is a very good benefit. **What do you dislike about Hornbill Service Manager?** It can be quite complicated to setup and create work flows, but you'd expect some difficulty as the service is very powerful. There really isn't much I dislike about Hornbill. It's far superior to all other help desk platforms I have used during my IT career **Recommendations to others considering Hornbill Service Manager:** Highly Recommend, very simple for users and technicians to use, but very powerful under the hood. **What problems is Hornbill Service Manager solving and how is that benefiting you?** We current;y have this setup as our IT and HR helpdesk manger. We use this to capture and process all kinds of IT and HR related requested. Technicians then work on the submitted tickets, log notes, escalate if needed, assign to different departments, and communicated fully through hornbill to the end risers. One thing Hornbill is great for is the ability for end users to login to the end user portal and they can see the tickets that they have logged and see what progress they are up to. Most helpdesk system require the end user to call IT and ask about their ticket. So the self service aspect is a very good benefit. ### 49. Enterprise Service Management Tool for a distributed workforce. **Rating:** 4.5/5.0 stars **Reviewed by:** Martyn H. | Problem and Knowledge Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2020 **What do you like best about Hornbill Service Manager?** We have been long terms users of Hornbill Service Manager from it early versions and prior to that its previous generation tool Support Works. Service Manager as well as the other applications available on the platform, i.e. collaboration, time sheet manager etc, has allow use to migrate multiple Service Desks from around the Group into a single common platform and work towards using common processes. This is not just a Service Desk system, it is a Service Management system, with the capability deal with providing services in all elements of your business. Though initially aimed at our customer facing Service Desk functions, we are now using this to process other types of requests in other area of the organisation interaction with both external and internal customers. The other added benefit is the very active and helpful user community, along with the rapid response to enhancements requests. **What do you dislike about Hornbill Service Manager?** There are some areas such as searching where it does take some getting used to, but this is gradually improving. There are some current restrictions around the external Customer Portal facilities but we are working with Hornbill to deliver improvements in this area. **What problems is Hornbill Service Manager solving and how is that benefiting you?** With a distributed teams working across growing multiple products and market areas, the ability to use workflow is invaluable and even more so with team members all currently work from home. This is made possible by the powerful but easy customise workflow using the GUI editor tools, so that we can apply both consistent process and automation to our operations. ### 50. The best ITSM solution... Efficient, cost effective, easy to setup and maintain **Rating:** 5.0/5.0 stars **Reviewed by:** Fred B. | Enterprise (> 1000 emp.) **Reviewed Date:** September 25, 2020 **What do you like best about Hornbill Service Manager?** It stands out from a crowd of cumbersome ITSM tools. The platform is well designed making call management efficient. Everything is at your fingertips, within a mouse click! The Heads-Up Display is a massive hit with the analysts as they can easily follow our call management process. Interactions with users are made easy through the service catalog. Slideshows displaying performance metrics is also a good feature to manage a support department which is spread across Europe and used by our outsourcing partner. On the admin side, the application is easy to administer and maintain. Really user friendly. **What do you dislike about Hornbill Service Manager?** Dislike? Not much. There is space for improvement on call lists which could be dynamically filtered and on the analytics side. **What problems is Hornbill Service Manager solving and how is that benefiting you?** Hornbill Service Manager has definitively helped us to increase our efficiency and has eased our compliancy with ITIL framework ## Hornbill Service Manager Discussions - [How do I stop the screen from flashing when updating](https://www.g2.com/discussions/40997-how-do-i-stop-the-screen-from-flashing-when-updating) - 2 comments, 1 upvote - [How can we automatically capture emails into tickets and respond with an auto-responder ticket?](https://www.g2.com/discussions/40756-how-can-we-automatically-capture-emails-into-tickets-and-respond-with-an-auto-responder-ticket) - 1 comment, 1 upvote - [What modules has your organization adopted?](https://www.g2.com/discussions/32056-what-modules-has-your-organization-adopted) - 2 comments, 1 upvote - [Why does search not find what I'm looking for?](https://www.g2.com/discussions/30423-why-does-search-not-find-what-i-m-looking-for) - 2 comments, 1 upvote - [View Hornbill Service Manager pricing details and edition comparison](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews?section=pricing&secure%5Bexpires_at%5D=2026-08-09+15%3A09%3A04+-0500&secure%5Bsession_id%5D=e1068b66-fe28-4edd-88e5-bd59adea3117&secure%5Btoken%5D=7ec4ef14cb7ea829e4292c8a6dfb78a8b786fcfdaaed38fab5f6e2527499d8ae&format=llm_user) ## Hornbill Service Manager Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Generative AI** - AI Text Summarization **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top Hornbill Service Manager Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,299 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,824 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) - 4.5/5.0 (718 reviews)