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137 Hornbill Service Manager Reviews
Overall Review Sentiment for Hornbill Service Manager
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User friendly interface for building workflows.
Fixed pricing model.
Customer service and assistance.
Active customer forums with input from Hornbill developers. Review collected by and hosted on G2.com.
The reporting can initially be tricky to do and does require some knowledge of SQL structure (but not coding as such).
Updates can be disruptive post-change but this is reported on afterwards in an open fashion.
Some of the extra modules do require further development work to get them fully integrated eg Supplier Manager. Review collected by and hosted on G2.com.
Modular design, you can use and pay for what you need.
Simple graphic interface easy to understand Review collected by and hosted on G2.com.
Not a lot, mostly user error if something doesn't work as expected Review collected by and hosted on G2.com.
I like the GUI, I think it is very interactive and is easy to use, especially for people who are non-technical in the team. Review collected by and hosted on G2.com.
The setup took a long time, and was complicated. I also think that the forums could be more interactive when we raise issues. Review collected by and hosted on G2.com.
The transition over was so quick and easy for all our internal staff. There was next to zero training to move everyone over from our old SM to Hornbill. Review collected by and hosted on G2.com.
It took a bit to get the hang of it on how to configure for some automations. Once we got a template down we were able to apply it to as much as possible. Review collected by and hosted on G2.com.
The BPM Automation is very good. API connectors into other Apps is very good Review collected by and hosted on G2.com.
Limited for Assets as its not customisable. Review collected by and hosted on G2.com.
Product allows you work efficiently with automation and easy access. Product Specialists are very knowledgeable and go above and beyond Review collected by and hosted on G2.com.
A lot of work involved to configure all progressive captures if you're starting from scratch. We also couldn't get our Azure integration set up within the first 30 days but the Product Specialists are working with us to get this working. Review collected by and hosted on G2.com.
The platform is very user friendly and extremely easy to understand. Compared to other ITSM platforms, Hornbill service manager does not have high coding evolved and is workflow based. Hence, to create a process and make it live can be done within minutes. Also, the community page is amazing where all Hornbill customers can ask questions/requests changes, the response rate is great. Review collected by and hosted on G2.com.
Some key ITSM basics are missing which would be great to add. Having said that, the Hornbill back end team are great and add updates regularly with new changes. Review collected by and hosted on G2.com.
Hornbill is such a supportive company and I believe that this is one of their best aspects. They go that extra mile in supporting you and your needs for the business. Review collected by and hosted on G2.com.
There is not much I dislike about Hornbill however, if I was to provide one example it would be the minor glitches we experience on Service Manager such as the missing site selection or random requests not following the BPM. Review collected by and hosted on G2.com.
Flexibility compared to similar products is very welcome. Review collected by and hosted on G2.com.
Approvals require licences. This means that if you have a lot of approvals done by the wider business, as well as within IT, you will need to ensure each approver has a licence. Review collected by and hosted on G2.com.
graphics are very nice, optimistic. User friendly and easy to navigate Review collected by and hosted on G2.com.
all documents (attachments) are visible only when downloaded. Viewing would be very helpful Review collected by and hosted on G2.com.
