What users are saying about
8 Ratings
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Score 7.6 out of 100
7 Ratings
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Score 4.1 out of 100

Likelihood to Recommend

Alemba Service Manager

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Amr ElGarhy | TrustRadius Reviewer

Hornbill

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Alemba Service Manager
Hornbill
4.4
Organize and prioritize service tickets
Alemba Service Manager
Hornbill
6.0
Expert directory
Alemba Service Manager
Hornbill
3.0
Service restoration
Alemba Service Manager
Hornbill
4.0
Self-service tools
Alemba Service Manager
Hornbill
5.0
Subscription-based notifications
Alemba Service Manager
Hornbill
4.9
ITSM collaboration and documentation
Alemba Service Manager
Hornbill
5.0
ITSM reports and dashboards
Alemba Service Manager
Hornbill
3.0

ITSM asset management

Alemba Service Manager
Hornbill
2.4
Configuration mangement
Alemba Service Manager
Hornbill
3.9
Asset management dashboard
Alemba Service Manager
Hornbill
2.2
Policy and contract enforcement
Alemba Service Manager
Hornbill
1.0

Change management

Alemba Service Manager
Hornbill
5.6
Change requests repository
Alemba Service Manager
Hornbill
5.9
Change calendar
Alemba Service Manager
Hornbill
4.0
Service-level management
Alemba Service Manager
Hornbill
6.9

Pros

Alemba Service Manager

  • Manage service processes
  • Manage pools
  • Automate services
Brian Kedash | TrustRadius Reviewer

Hornbill

  • Manages a large amount of data without slowdown or issues.
  • Reliable platform for incident and problem management.
  • API usage for linking to other systems is basic but useable.
Anonymous | TrustRadius Reviewer

Cons

Alemba Service Manager

  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
Amr ElGarhy | TrustRadius Reviewer

Hornbill

  • The interface is quite hard work, not very visually friendly
  • It all just feels a bit old fashioned and needs a reboot
  • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
Matthew Kermode | TrustRadius Reviewer

Likelihood to Renew

Alemba Service Manager

Alemba Service Manager 8.0
Based on 1 answer
It's performed just how I want it to, so no real complaints really
Brian Kedash | TrustRadius Reviewer

Hornbill

No score
No answers yet
No answers on this topic

Alternatives Considered

Alemba Service Manager

It wasn't my selection, it's been used for more than five years in the current organization.
Amr ElGarhy | TrustRadius Reviewer

Hornbill

No answers on this topic

Return on Investment

Alemba Service Manager

  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Brian Kedash | TrustRadius Reviewer

Hornbill

  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
Anonymous | TrustRadius Reviewer

Pricing Details

Alemba Service Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Hornbill

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Alemba Service Manager
9.0
Hornbill
4.1

Likelihood to Renew

Alemba Service Manager
8.0
Hornbill

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