Skip to main content
TrustRadius
Hornbill

Hornbill

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.

Read more
Recent Reviews

TrustRadius Insights

Users have found Hornbill Service Manager to be helpful in a variety of use cases. It has been instrumental in ensuring that change …
Continue reading
Read all reviews
Return to navigation

Pricing

View all pricing
N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

5 people also want pricing

Alternatives Pricing

What is ServiceNow IT Service Management?

ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

What is Atera?

Atera has harnessed AI to power their Remote Monitoring and Management (RMM), Helpdesk, Ticketing, and automations platform—streamlining organizational IT management at scale with the proprietary Action AI™ solution. Atera's IT Copilot augments existing tech capabilities with AI auto script…

Return to navigation

Product Details

What is Hornbill?

Hornbill Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.

Reviewers rate Service-level management highest, with a score of 6.9.

The most common users of Hornbill are from Enterprises (1,001+ employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(9)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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:

  1. 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.

  2. 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.

  3. 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)
Companies can't remove reviews or game the system. Here's why
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Supportworks ITSM is used by our IT Helpdesk team to capture, track, escalate and resolve IT-related issues. The issues are logged in by our internal IT users as well as external business users that out Helpdesk team supports.
  • 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
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.
Incident and problem management (7)
44.28571428571429%
4.4
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
ITSM asset management (1)
40%
4.0
Configuration mangement
40%
4.0
Change management (3)
56.66666666666667%
5.7
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
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It's used by our IT department as our incident and problem management system. We have been using Supportworks for over ten years now, from a fledgling product to the more mature version that it is today. The system provides our help desk, desktop, and infrastructure teams with the tool needed to manage some 5000-6000 incidents per month.
  • 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.
Incident and problem management (7)
42.857142857142854%
4.3
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
ITSM asset management (3)
13.333333333333332%
1.3
Configuration mangement
10%
1.0
Asset management dashboard
20%
2.0
Policy and contract enforcement
10%
1.0
Change management (3)
33.333333333333336%
3.3
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.
ManageEngine Password Manager Pro, SolarWinds Server & Application Monitor, SolarWinds IPAM, SolarWinds Log & Event Manager, SolarWinds Network Device Monitor, QuickBase, Exinda, Netwrix Auditor
Matthew Kermode | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
We use Hornbill Supportworks ITSM company wide. For the most part it is used as an IT support tool for logging and requesting errors, issues, fixes etc. I personally use it in a support role for the creative services team, picking up issues and allocating them to the appropriate team members for working on.
  • 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.
It is very good as a repository for all related issues, concerns, errors etc., and it is easy to see all of the ongoing updates sequentially in one screen. It isn't any good for specific work allocation, project management or resourcing.
Incident and problem management (7)
65.71428571428571%
6.6
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
ITSM asset management (3)
40%
4.0
Configuration mangement
60%
6.0
Asset management dashboard
60%
6.0
Policy and contract enforcement
N/A
N/A
Change management (3)
63.33333333333333%
6.3
Change requests repository
70%
7.0
Change calendar
50%
5.0
Service-level management
70%
7.0
Return to navigation