Hornbill Reviews & Insights

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.