Overview
What is Hornbill?
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.
Hornbill Supportworks ITSM: could be more user-friendly
Hornbill Supportworks - Works well
Probably Does a Lot More Than I Know
Pricing
What is Hornbill?
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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- Competitors
- Tech Details
- FAQs
What is Hornbill?
Hornbill Competitors
Hornbill Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
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Reviews and Ratings
(9)Community Insights
- Business Problems Solved
- Recommendations
Users have found Hornbill Service Manager to be helpful in a variety of use cases. It has been instrumental in ensuring that change management, new hire processes, and SDLC processes are fully documented and follow policy for audit purposes. The software has also solved problems related to integrated asset management, ticket and asset history, customer visibility and ownership, service performance, and manageable internal ticket interface. Users appreciate the ability to link asset management and use Hornbill as a single source of truth. Another significant benefit is the cloud-based nature of Hornbill Service Manager, which has been preferred over existing ITSM tools by some users. The software has helped reduce manual jobs such as logging new tickets from emails, software installation, and creating user accounts. Additionally, it has provided a self-help area for users, resulting in a decrease in overall calls to the service desk. Analysts have been able to spend more time resolving issues rather than performing administrative tasks due to Hornbill's automation capabilities. Overall, Hornbill Service Manager is primarily used for managing incidents and requests on IT service desks, offering stability, configuration options, and better workload management for analysts. It is described as easy to use and facilitates issue communication and collaboration among various stakeholders.
Users of Hornbill Service Manager commonly recommend the following:
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Compare features and cost against other global players. Users suggest evaluating the features and pricing of Hornbill Service Manager in comparison to other service desk products in the market. This recommendation highlights the importance of conducting thorough research to make an informed decision.
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Implement the system properly. Users emphasize the significance of implementing Hornbill Service Manager correctly. They recommend taking the time to understand and set up the system accurately to maximize its benefits. This recommendation underlines the importance of proper planning and execution.
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Utilize resources and seek expert advice. Users recommend utilizing available resources such as forums and seeking guidance from product specialists when using Hornbill Service Manager. They advise paying attention to advice provided by experts and utilizing the platform effectively for optimal results. This recommendation emphasizes the value of leveraging support channels provided by Hornbill.
Reviews
(1-3 of 3)Hornbill Supportworks ITSM: could be more user-friendly
- 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
- The UI is very, very basic and is not designed with the user in mind
- The system itself is pretty basic yet required a rather complex set up
- Random and inconvenient glitches: when Supportworks is opened, it offers useful pop-up notifications when a ticket has been submitted/edited/closed. However, if the notification pop up appears whilst I am typing (an email, document - anything), it overrides any kind of typing. This means that unless you touch-type with your eyes constantly glued to the screen, it is possible to miss the override moment
- Organize and prioritize service tickets
- 60%6.0
- Expert directory
- 30%3.0
- Service restoration
- 40%4.0
- Self-service tools
- 50%5.0
- Subscription-based notifications
- 50%5.0
- ITSM collaboration and documentation
- 50%5.0
- ITSM reports and dashboards
- 30%3.0
- Configuration mangement
- 40%4.0
- Change requests repository
- 60%6.0
- Change calendar
- 40%4.0
- Service-level management
- 70%7.0
- 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
Hornbill Supportworks - Works well
- 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.
- 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.
- 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.
- Organize and prioritize service tickets
- 80%8.0
- Expert directory
- 40%4.0
- Service restoration
- 40%4.0
- Self-service tools
- 40%4.0
- Subscription-based notifications
- 10%1.0
- ITSM collaboration and documentation
- 40%4.0
- ITSM reports and dashboards
- 50%5.0
- Configuration mangement
- 10%1.0
- Asset management dashboard
- 20%2.0
- Policy and contract enforcement
- 10%1.0
- Change requests repository
- 30%3.0
- Change calendar
- 30%3.0
- Service-level management
- 40%4.0
- Higher cost of support that we think the product is worth.
- Ease of use and low training needs for new starters.
- Simple to set up and use.
- Able to cope with large amounts of data.
- Stable and reliable.
- Hornbill not always good at listening to their users.
Probably Does a Lot More Than I Know
- Allocate requests to individuals
- All issues, errors and fixes in one location
- Shared process between multiple functions and locales
- 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.
- Organize and prioritize service tickets
- 70%7.0
- Expert directory
- 60%6.0
- Service restoration
- 80%8.0
- Self-service tools
- 60%6.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 60%6.0
- ITSM reports and dashboards
- 60%6.0
- Configuration mangement
- 60%6.0
- Asset management dashboard
- 60%6.0
- Policy and contract enforcement
- N/AN/A
- Change requests repository
- 70%7.0
- Change calendar
- 50%5.0
- Service-level management
- 70%7.0