The focus Hornbill has on it's customers and helping them achieve their aims

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.

We've found lots of excellent features in this product that make it an ideal product for our organisation. Our business support teams and Digital & ICT service have made significant improvements to service and processing through automation of business processes (e.g. HR's recruitment process average turnaround reduced from 3 months to 6 weeks). The people who implemented these automated processes on Hornbill were not IT staff in the main. That's because Service Manager has a great graphical interface and is relatively code free, making it accessible to those of us who don't read IT code books at bedtime! We've had Hornbill Service Manager for 3 years now and on the rare times we have had technical difficulties, the supplier has responded quickly to resolve the issue and provided full detailed RCA within a week. They are our 'gold star' supplier!