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
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

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

    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

    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

    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.
    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

    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

    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
    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

    Add comparison