What users are saying about
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.6 out of 100
Based on 8 reviews and ratings
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 4.1 out of 100
Based on 7 reviews and ratings
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.
Business Relationship Manager (through a contract)
Royal Commission for Jubail and YanbuReal Estate, 51-200 employees
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.

Verified User
Partner in Information Technology
Pharmaceuticals Company, 51-200 employeesFeature 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
Technical Publishing Coordinator
Advanced Systems GroupInformation Technology and Services, 51-200 employees
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.

Verified User
Manager in Information Technology
Food Production Company, 10,001+ employeesCons
Alemba Service Manager
- Embedded CI (configuration Item) scanner
- Reporting and dashboarding engine
Business Relationship Manager (through a contract)
Royal Commission for Jubail and YanbuReal Estate, 51-200 employees
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.
Publishing Planner & Creative Asset Specialist - Global
Bricks 4 Kidz (Calderdale & Kirklees)Electrical/Electronic Manufacturing, 1001-5000 employees
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
Technical Publishing Coordinator
Advanced Systems GroupInformation Technology and Services, 51-200 employees
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.
Business Relationship Manager (through a contract)
Royal Commission for Jubail and YanbuReal Estate, 51-200 employees
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
Technical Publishing Coordinator
Advanced Systems GroupInformation Technology and Services, 51-200 employees
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

Verified User
Partner in Information Technology
Pharmaceuticals Company, 51-200 employeesPricing 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