Who Uses Hornbill?

Hornbill Service Manager is a helpdesk solution for compaines that promote teamwork as a method to solve problems. Hornbill emphasizes quick set-up and learning for agents.

What Is Hornbill?

Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost.
Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger.

Hornbill Details

Hornbill

http://www.hornbill.com

Founded 1995

Hornbill Pricing Overview

Hornbill does not have a free version but does offer a free trial.

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Hornbill Features

Help Desk Software
Alerts / Escalation
Automated Routing
Customisable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalogue
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

Hornbill Reviews for UK Users

Showing 5 of 9 reviews

Overall
4.8/5
Ease of Use
4.7/5
Customer Service
4.9/5
Features
4.3/5
Value for Money
4.6/5
Adrian S.
Enterprise System Manager
Hospital & Health Care, 10,001+ Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 02/07/2020

"Hornbill - great product and support"

Comments: We had to integrate the Service Desks for 3 Hospitals into one using aggressive timescales with limited resources. The support received throughout has been outstanding, and any issues identified are normally addressed in a very timely manner. The support via the Forums and the experience of the Hornbill Family is brilliant.

Pros: One of the best features within Hornbill is the drag and drop approach to building your business workflows. Everyone is familiar with Visio and a workflow, so having this approach integrated into the design of your workflows is easy to use.

Cons: Getting to grips with integrating with the different plugins and learning of any limitations is a challenge. Also the number of roles to assign to a User can be overwhelming at times - would love to see a Role Template builder of some sort to make this process more user friendly.

  • Reviewer Source 
  • Reviewed on 02/07/2020
Lee M.
Team leader
Government Administration, 5,001-10,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 30/06/2020

"NCC Review"

Comments: more formalised processes for change management and service requests.
enabling users to self service more.

Pros: Clean and non cluttered user interface.
Fairly quick and easy to deploy
Development support (constantly being improved and updated).

Cons: Reporting is pretty limited and not easy to use. (unless you can write your own sql queries).
Not being able to display tasks with other call types means tasks are usually missed or forgotten about meaning can't make the best use of them.

  • Reviewer Source 
  • Reviewed on 30/06/2020
Adnan Z.
Systems Analyst
Government Relations, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 07/07/2020

"Hornbill Review"

Comments: Overall, Hornbill has been great. The support team has always been readily available to assist. The system is very user friendly and self explanatory.

Pros: The platform is very user friendly and does not require high level coding as other similar products. To create a process is straight forward and can be easily deployed. The support from Hornbill has been amazing, especially the use of the Forums. It's great to see how suggestions for improvements on the forum is picked up by the Hornbill developers and actioned to support its customers.

Cons: There are some standard functionalities you would expect an ITSM platform to have which are missing on Hornbill. Would be great to see new changes implemented so that processes can be fully automated and completely self-serviced.

  • Reviewer Source 
  • Reviewed on 07/07/2020
Brett H.
Senior Support Engineer
Information Technology & Services, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 03/07/2020

"Hornbill? Try Hornbrill!"

Comments: The experience has been great. My service has really taken to it, and we have seen a big improvement in the way our service desk is used. It has saved us time and enabled us to identify trends and problems with our processes.

Pros: The user interface is modern and intuitive. The level of customization is fantastic, I really feel like they could accommodate everything I wanted. The onboarding process was extremely easy and I have had a level of proactive customer support during the process that I have not seen in any other supplier of software.

Cons: The project management module has some cool features but it feels very young in its lifecycle, compared to other project management software. I think it needs a lot of work to make it easy to use practically.

  • Reviewer Source 
  • Reviewed on 03/07/2020
Keith B.
Global Application Support Manager
Medical Devices, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 09/07/2020

"Excellent Application from a Great Vendor"

Comments: I have been very happy with the selection of Hornbill, both from a product and a company perspective. The product is developed at a healthy pace with new features implemented regularly. The product has been easy to use and configure.

Pros: I liked how intuitive the product is to use. There is no steep learning curve allowing you to get off the ground quickly with a very sophisticated implementation. Key for me is the ability to configure everything myself and be completely self-sufficient while knowing that help is close at hand whether through the excellent user forum or via the customer success team. The pace of development is good and I really appreciate the ability to give input to feature requests via the user forum.

Cons: Dynamic reporting capabilities - While there are several layers of reporting within Hornbill including several types of dashboarding, list reports, measures etc I would still like to see this area of the tool improved upon. The My Dashboards functionality is excellent for day to day individual reporting but I felt it necessary to use Power BI when I wanted to really dig deep with the flexibility to dynamically pivot based on any criteria I defined.

  • Reviewer Source 
  • Reviewed on 09/07/2020