Alemba Service Manager vs Hornbill

• Manage service processes
• Manage pools
• Automate services

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• 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.

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• Embedded CI (configuration Item) scanner
• Reporting and dashboarding engine

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• 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.

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• Less management time spent on VMs and virtual environment
• Less money spent on compute
• Less money spent on servers

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• 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

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