What users are saying about
7 Ratings
7 Ratings
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Score 4.5 out of 101

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Likelihood to Recommend

Hornbill

  • Medium size IT support organisations.
  • Those without a need for complex knowledge systems or complex search engines. Ideal for support teams, limited usage for project or non-technical teams.
  • Better to use other systems to feed in information such as assets, customers etc.
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Feature Rating Comparison

Incident and problem management

Hornbill
4.4
Organize and prioritize service tickets
Hornbill
6.2
Expert directory
Hornbill
3.1
Service restoration
Hornbill
4.0
Self-service tools
Hornbill
4.9
Subscription-based notifications
Hornbill
4.5
ITSM collaboration and documentation
Hornbill
4.9
ITSM reports and dashboards
Hornbill
3.3

ITSM asset management

Hornbill
2.3
Configuration mangement
Hornbill
3.7
Asset management dashboard
Hornbill
2.2
Policy and contract enforcement
Hornbill
1.0

Change management

Hornbill
5.4
Change requests repository
Hornbill
5.7
Change calendar
Hornbill
3.9
Service-level management
Hornbill
6.6

Pros

  • The system time-stamps actions (such as issue logged in/escalated/put on hold/resolved) which is useful
  • Email notifications are sent when the ticket (inquiry) is about to expire/breach SLA to the ticket owner or to notify the user that the inquiry has been placed on hold or resolved
  • There is a knowledge base search capability
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Cons

  • User interface is somewhat old fashioned.
  • Cost of having Hornbill install updates is annoying as updates that we try and instal ourselves often fail.
  • Cost of support is too high.
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Return on Investment

  • 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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Pricing Details

Hornbill

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