What users are saying about
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.3 out of 100
Based on 9 reviews and ratings
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7 out of 100
Based on 8 reviews and ratings
Feature Set Ratings
Incident and problem management

Alemba Service Manager
Feature Set Not Supported
N/A
4.4
Hornbill
44%
Hornbill Supportworks ITSM ranks higher in 7/7 features
Hornbill Supportworks ITSM ranks higher in 7/7 features
Organize and prioritize service tickets

N/A
0 Ratings
6.0
60%
3 Ratings
Expert directory

N/A
0 Ratings
3.0
30%
3 Ratings
Service restoration

N/A
0 Ratings
4.0
40%
3 Ratings
Self-service tools

N/A
0 Ratings
5.0
50%
3 Ratings
Subscription-based notifications

N/A
0 Ratings
4.9
49%
3 Ratings
ITSM collaboration and documentation

N/A
0 Ratings
5.0
50%
3 Ratings
ITSM reports and dashboards

N/A
0 Ratings
3.0
30%
3 Ratings
ITSM asset management

Alemba Service Manager
Feature Set Not Supported
N/A
2.4
Hornbill
24%
Hornbill Supportworks ITSM ranks higher in 3/3 features
Hornbill Supportworks ITSM ranks higher in 3/3 features
Configuration mangement

N/A
0 Ratings
3.9
39%
3 Ratings
Asset management dashboard

N/A
0 Ratings
2.2
22%
2 Ratings
Policy and contract enforcement

N/A
0 Ratings
1.0
10%
1 Rating
Change management

Alemba Service Manager
Feature Set Not Supported
N/A
5.6
Hornbill
56%
Hornbill Supportworks ITSM ranks higher in 3/3 features
Hornbill Supportworks ITSM ranks higher in 3/3 features
Change requests repository

N/A
0 Ratings
5.9
59%
3 Ratings
Change calendar

N/A
0 Ratings
4.0
40%
3 Ratings
Service-level management

N/A
0 Ratings
6.9
69%
3 Ratings
Attribute Ratings
- Alemba Service Manager is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend

9.0
Alemba Service Manager
90%
2 Ratings
4.1
Hornbill
41%
3 Ratings
Likelihood to Renew

8.0
Alemba Service Manager
80%
1 Rating
Hornbill
N/A
0 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 employeesPros
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
Pricing Details
Alemba Service Manager
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Hornbill
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—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 employees