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137 Hornbill Service Manager Reviews
Overall Review Sentiment for Hornbill Service Manager
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-Total control over you support processes through an easily administered interface.
-Cloud based, runs in any browser
-Support for multiple languages and service desks through built in translation tools.
-Ease of Administration
-Scalability Review collected by and hosted on G2.com.
Nothing I really dislike but
-Still a bit immature when it comes to supporting external organisations.
-Since processes are pre-defined, some ad-hoc measures may be difficult to implement.
-Since pricing is per analyst, it may become a bit steep for large support organisations. Review collected by and hosted on G2.com.
The ease of use is very open and user friendly. Review collected by and hosted on G2.com.
The progressive capture are difficult to use when creating a flow. Review collected by and hosted on G2.com.
The way business process are defined and the ease to customize them. Review collected by and hosted on G2.com.
There are some indexing issues and the search request issues as this does now show in the proper order Review collected by and hosted on G2.com.
Able to have access to different systems all under one easy login
Easy to use and intuitive Review collected by and hosted on G2.com.
Sometimes the time I have spent on a call doesn’t record correctly
H Review collected by and hosted on G2.com.
business flows to automate tasks, tickets and resolutions Review collected by and hosted on G2.com.
approvals have to be built into the flow. It's not easy to forward on if staff are unavailable Review collected by and hosted on G2.com.
Empowering the users to use the Self Service Portal, meaning that any of the tickets that are logged are automatically assigned to the relevant team, thanks to the Flow-chart style configuration screens for setting up the Progressive Capture forms and Business Process. It is extremely easy to get a Service and a Catalog up and running with minimal testing required really quickly.
Being able to access the Hornbill API using PowerShell has been a godsend to being able to do more automation by interacting with Hornbill from a local server to be able to, for example, bulk updates all "disposed" assets recorded on a CSV file and mark them as Archived in Hornbill or to retrieve a list of users from an Oracle Application and use this list to put these users into the relevant group in Hornbill. The possibilities are endless with what can be done with this.
The Email Routing Rules functionality is another thing that has done wonders. It can be configured to detect emails from certain email addresses, detect certain text in the subject line or body of the email and route it to a different folder in the Mailbox, it can also be used to Log Service Requests or Incidents as well as updating an existing ticket (provided the Ticket reference number exists in the Subject or Body). The emails can also be linked to a Service and Catalog and have a proper Business Process behind it if configured accordingly. Review collected by and hosted on G2.com.
If you need complex reports, then reporting within the Hornbill Application can be a bit of a chore if you don't know you way around basic SQL. The product is cleverly designed to minimise the amount of SQL scripting that is used, however, it falls a bit short of giving those with SQL knowledge more control. However, writing basic reports is a breeze and the forums are a great place to get advice and guidance. Review collected by and hosted on G2.com.
The team at hornbill.
The simplesty of the system both from a customer and administration perspective. Review collected by and hosted on G2.com.
The project management system is good, but could do with further modernisation to keep it relevant / up to date. Review collected by and hosted on G2.com.
Quick to setup a basic platform, easy to create and manage complex workflows. Review collected by and hosted on G2.com.
Reporting is limited when trying to extract complex data. Review collected by and hosted on G2.com.
The flexibility of the toolset and the capability to centralise our IT processes beyond our Service Management operation Review collected by and hosted on G2.com.
Not much to be honest, at a push I would say the wiki could be more relevant, and settings can be granular in some cases. Review collected by and hosted on G2.com.
The UI for users, it's so easy to use compared to some of the other ITSM tools I've used. Review collected by and hosted on G2.com.
Unable to change the Service Item on a ticket from what's been logged to us. That should be a default available option. Review collected by and hosted on G2.com.
