Principais Alternativas de Hornbill Service Manager Mais Bem Avaliadas
Avaliações 137 Hornbill Service Manager
Sentimento Geral da Revisão para Hornbill Service Manager
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-Controle total sobre seus processos de suporte através de uma interface facilmente administrada.
-Baseado em nuvem, funciona em qualquer navegador.
-Suporte para múltiplos idiomas e mesas de serviço através de ferramentas de tradução integradas.
-Facilidade de administração.
-Escalabilidade. Análise coletada por e hospedada no G2.com.
Nada que eu realmente desgoste, mas
- Ainda um pouco imaturo quando se trata de apoiar organizações externas.
- Como os processos são predefinidos, algumas medidas ad hoc podem ser difíceis de implementar.
- Como o preço é por analista, pode se tornar um pouco caro para grandes organizações de suporte. Análise coletada por e hospedada no G2.com.
A forma como os processos de negócios são definidos e a facilidade de personalizá-los. Análise coletada por e hospedada no G2.com.
Há alguns problemas de indexação e problemas com a solicitação de busca, pois isso não aparece na ordem correta. Análise coletada por e hospedada no G2.com.
Able to have access to different systems all under one easy login
Easy to use and intuitive Análise coletada por e hospedada no G2.com.
Sometimes the time I have spent on a call doesn’t record correctly
H Análise coletada por e hospedada no G2.com.
business flows to automate tasks, tickets and resolutions Análise coletada por e hospedada no G2.com.
approvals have to be built into the flow. It's not easy to forward on if staff are unavailable Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.
The team at hornbill.
The simplesty of the system both from a customer and administration perspective. Análise coletada por e hospedada no G2.com.
The project management system is good, but could do with further modernisation to keep it relevant / up to date. Análise coletada por e hospedada no G2.com.
Rápido para configurar uma plataforma básica, fácil de criar e gerenciar fluxos de trabalho complexos. Análise coletada por e hospedada no G2.com.
Relatórios são limitados ao tentar extrair dados complexos. Análise coletada por e hospedada no G2.com.
The flexibility of the toolset and the capability to centralise our IT processes beyond our Service Management operation Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.
The UI for users, it's so easy to use compared to some of the other ITSM tools I've used. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.
