Link copied to clipboard # Hornbill Service Manager vs ServiceNow IT Service Management Comparison - What are their main differences? Share [ Export ](/compare/hornbill-hornbill-service-manager/servicenow-it-service-management/export.csv) Hornbill Service ManagerServiceNow IT Service...[+ Add Product](#) Pricing **Hornbill Service Manager** **Contact Vendor for Pricing** Per User Per Month · Basic **ServiceNow IT Service Management** **Contact Vendor for Pricing** · Basic **Pricing Insights** from reviews Perceived Cost **Hornbill Service Manager** $$$$$ **ServiceNow IT Service Management** $$$$$ Average Discount **Hornbill Service Manager** Not enough reviews yet **ServiceNow IT Service Management** 15% Uncover valuable pricing insights from real user feedback to improve your shopping experience. See it for free Time to Implement **Hornbill Service Manager** 6 months Based on 100 responses **ServiceNow IT Service Management** 6 months Based on 100 responses Return on Investment **Hornbill Service Manager** 6 months Based on 100 responses **ServiceNow IT Service Management** 6 months Based on 100 responses ![Hornbill Service Manager](https://images.g2crowd.com/uploads/product/hd_favicon/e5f6b9b47dd512528203d436e73855d7/hornbill-hornbill-service-manager.svg "Hornbill Service Manager") ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") G2 offers free advice on this comparison. Chat with an expert How would you like to receive Software Advice? ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg) FormAnswer questions at your own pace, no call required. ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg) AI AgentChat live and get a recommendation in minutes. ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg) Phone CallTalk it through live with a software advisor. **Pros & Cons** from reviews **Hornbill Service Manager** Not enough data **ServiceNow IT Service Management** Ease of Use (168) Incident Management (112) Learning Curve (72) Expensive (60) Integrations **Hornbill Service Manager** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3f65e03dad098005646f58fdebc87312/aha.png "Product Avatar Image") Aha! ](https://www.g2.com/products/aha/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a50f19b266676866f77789e43f5d3a4d/bamboohr.png "Product Avatar Image") BambooHR ](https://www.g2.com/products/bamboohr/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_a4b2e76104efa19c85f3eaaca2791f87/basecamp.png "Product Avatar Image") Basecamp ](https://www.g2.com/products/basecamp/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_2c5a5e2af6feeb1a04990f760101d58a/beyondtrust-remote-support.png "Product Avatar Image") BeyondTrust Remote Support ](https://www.g2.com/products/beyondtrust-remote-support/reviews)[ View all ](https://www.g2.com/products/hornbill-hornbill-service-manager/integrations) **ServiceNow IT Service Management** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_cd2b351740dc3fc7b599e9bff74168d3/accreditation-manager.png "Product Avatar Image") Accreditation Manager ](https://www.g2.com/products/accreditation-manager/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image") ActiveDirectory Domain... ](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_3ecdf4b29d13e918625a439cb01a06b2/aria-aria.png "Product Avatar Image") Aria ](https://www.g2.com/products/aria-aria/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_504423766e296a0eeef13491cb738385/aws-cloud-development-kit-aws-cdk.png "Product Avatar Image") AWS Cloud Development Kit... ](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews)[ View all ](https://www.g2.com/products/servicenow-it-service-management/integrations) Screenshots **Hornbill Service Manager** ![Hornbill Service Manager screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/139202/self-service.png) **ServiceNow IT Service Management** ![ServiceNow IT Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1738738/servicenow-l1-service-desk-ai-specialist.png) **Ratings** from reviews Meets Requirements **Hornbill Service Manager** **8.5** /10 Based on 89 responses **ServiceNow IT Service Management** **8.9** /10 Based on 941 responses Ease of Use **Hornbill Service Manager** **8.9** /10 Based on 93 responses **ServiceNow IT Service Management** **8.5** /10 Based on 1,483 responses Ease of Setup **Hornbill Service Manager** **8.1** /10 Based on 55 responses **ServiceNow IT Service Management** **8.2** /10 Based on 794 responses Ease of Admin **Hornbill Service Manager** **8.2** /10 Based on 61 responses **ServiceNow IT Service Management** **8.6** /10 Based on 350 responses Quality of Support **Hornbill Service Manager** **9.1** /10 Based on 86 responses **ServiceNow IT Service Management** **8.6** /10 Based on 1,088 responses Has the product been a good partner in doing business? **Hornbill Service Manager** **9.3** /10 Based on 61 responses **ServiceNow IT Service Management** **8.8** /10 Based on 345 responses Product Direction (% positive) **Hornbill Service Manager** **9.0** /10 Based on 84 responses **ServiceNow IT Service Management** **8.9** /10 Based on 937 responses **Features** ratings from reviews IT Service Management (ITSM) Tools **8.3** /10 Based on 59 responses **8.8** /10 Based on 789 responses Service Desk **8.3** /10 Based on 67 responses **8.5** /10 Based on 431 responses Incident Management Not enough data **8.3** /10 Based on 325 responses Uncover more feature rated insights from real users to improve your shopping experience. See it for free Customer Self-Service **7.6** /10 Based on 56 responses Not enough data User Insights **Reviewers' Company Size** Small-Business(50 or fewer emp.) 3.7% Mid-Market(51-1000 emp.) 38.2% Enterprise(\> 1000 emp.) 58.1% Small-Business(50 or fewer emp.) 3.7% Mid-Market(51-1000 emp.) 38.2% Enterprise(\> 1000 emp.) 58.1% Small-Business(50 or fewer emp.) 6.0% Mid-Market(51-1000 emp.) 21.3% Enterprise(\> 1000 emp.) 72.7% Small-Business(50 or fewer emp.) 6.0% Mid-Market(51-1000 emp.) 21.3% Enterprise(\> 1000 emp.) 72.7% **Reviewers' Industry** [![Hornbill Service Manager](https://images.g2crowd.com/uploads/product/hd_favicon/e5f6b9b47dd512528203d436e73855d7/hornbill-hornbill-service-manager.svg "Hornbill Service Manager")](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews) Hornbill Service Manager Information Technology and Services 16.2% Government Administration 14.0% Hospital & Health Care 13.2% Financial Services 13.2% Pharmaceuticals 6.6% Other 36.8% [![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management Information Technology and Services 23.9% Hospital & Health Care 7.2% Computer Software 6.8% Financial Services 5.9% Computer & Network Security 3.7% Other 52.5% Alternatives **Hornbill Service Manager Alternatives** ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ![SysAid](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_b5f175d1ae623786a07d11d99b2b8c31/sysaid.png "SysAid") [ SysAid ](/products/sysaid/reviews) ![Ivanti ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/acee115d49f59f727a26dd6169ca64be/ivanti-ivanti-itsm.svg "Ivanti ITSM") [ Ivanti ITSM ](/products/ivanti-ivanti-itsm/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) **ServiceNow IT Service Management Alternatives** ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk") [ SolarWinds Service Desk ](/products/solarwinds-service-desk/reviews) ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus") [ ManageEngine ](/products/manageengine-servicedesk-plus/reviews) ## Hornbill Service Manager vs ServiceNow IT Service... FAQs Generated using AI Last updated: August 16, 2026 ### What is the difference between Hornbill Service Manager vs ServiceNow IT Service...? Hornbill Service Manager and ServiceNow IT Service Management are both highly rated ITSM tools, but ServiceNow IT Service Management has a much larger review base and is more widely adopted in enterprise environments, while Hornbill Service Manager is noted for its ease of use and customer support. | [Hornbill Service Manager](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews) | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | | --- | --- | | 4.5/5 (137 reviews) | 4.5/5 (1953 reviews) | | Enterprise | Enterprise | | 8.1 | 8.2 | | 9.1 | 8.6 | | Ease of use and customer support | Automation and broad feature set | ### How do the pricing models of Hornbill Service Manager and ServiceNow IT Service... compare? Hornbill Service Manager and ServiceNow IT Service Management are rated at parity for value, with no significant difference in reviewer satisfaction on price or cost. - **Hornbill Service Manager:** In recent reviews, several reviewers mention that while Hornbill is cost-effective and offers price locking, some desired features require additional costs. - **ServiceNow IT Service Management:** Reviewers note that ServiceNow is considered expensive, especially for smaller organizations, but automation and ROI are cited as justifying the investment for large enterprises. ### What are the best alternatives to Hornbill Service Manager and ServiceNow IT Service...? The top 3 alternatives to Hornbill Service Manager and ServiceNow IT Service Management are Freshservice, Jira Service Management, and SysAid. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [Hornbill Service Manager](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews) | 4.5/5 (137 reviews) | Enterprise | Cost-effective, price locking | Ease of use and customer support | | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | Expensive, ROI through automation | Automation and broad feature set | | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1352 reviews) | Mid-Market | — | — | | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | — | | [SysAid](https://www.g2.com/products/sysaid/reviews) | 4.5/5 (753 reviews) | Mid-Market | — | — | ### Which IT Service Management (ITSM) Tools features should I prioritize when comparing Hornbill Service Manager and ServiceNow IT Service...? Buyers comparing Hornbill Service Manager and ServiceNow IT Service Management should prioritize Automation, Ease of Use, Quality of Support, Integrations, and Workflow Customization. - **Automation:** ServiceNow IT Service Management is frequently cited for automation, with 97 all-time feature mentions, while Hornbill Service Manager is praised for customizable workflows and automation in recent reviews. - **Ease of Use:** Hornbill Service Manager scores 8.9, ServiceNow IT Service Management scores 8.5. - **Quality of Support:** Hornbill Service Manager scores 9.1, ServiceNow IT Service Management scores 8.6. - **Integrations:** ServiceNow IT Service Management is noted for strong integrations, including Jira (22 all-time mentions); Hornbill Service Manager reviewers mention integration challenges. - **Workflow Customization:** Both products are praised for customizable workflows, but Hornbill Service Manager is specifically highlighted for its flexibility and ease of configuration in recent reviews. ### What are the pros and cons of Hornbill Service Manager vs ServiceNow IT Service...? Hornbill Service Manager's headline strength is ease of use and customer support, while ServiceNow IT Service Management stands out for automation and a broad feature set. - **Hornbill Service Manager strengths:** Reviewers highlight ease of use (score: 8.9), highly customizable workflows, and responsive customer support (score: 9.1). - **Hornbill Service Manager trade-offs:** Some reviewers note integration challenges and that certain features require additional costs. - **ServiceNow IT Service Management strengths:** Automation (97 all-time feature mentions), broad feature set, and strong integrations, including Jira (22 all-time mentions). - **ServiceNow IT Service Management trade-offs:** Reviewers mention a steep learning curve, complex setup, and higher cost, especially for smaller organizations. ### Is Hornbill Service Manager or ServiceNow IT Service... better for small businesses? Hornbill Service Manager is a better fit for small businesses, as reviewers highlight its ease of use and cost-effectiveness, while both products are primarily adopted by enterprise organizations. - **Hornbill Service Manager:** Largest segment is Enterprise, but reviewers consistently mention ease of use, flexibility, and cost-effectiveness as benefits for smaller teams. - **ServiceNow IT Service Management:** Largest segment is Enterprise, and reviewers note that the platform is expensive and complex, making it less suitable for small businesses. ### Which IT Service Management (ITSM) Tools platform has better integrations? ServiceNow IT Service Management is favored for integrations, with reviewers citing a broader range of supported integrations and higher mention counts. - **Hornbill Service Manager:** Reviewers mention integration challenges, particularly with tools like GSuite and Microsoft products, and note that setup can be tricky. - **ServiceNow IT Service Management:** Jira integration is cited in 22 all-time reviews, and recent reviews highlight strong integration capabilities with other enterprise applications. ### How do Hornbill Service Manager and ServiceNow IT Service... compare on customer support? Hornbill Service Manager leads ServiceNow IT Service Management on Quality of Support by 0.5 points, a material difference. - **Hornbill Service Manager:** Reviewers consistently praise responsive and helpful customer support, with a Quality of Support score of 9.1. - **ServiceNow IT Service Management:** Reviewers rate support at 8.6, noting that support is generally reliable but can be less personalized and slower for complex issues. ### Which is easier to implement, Hornbill Service Manager or ServiceNow IT Service...? Hornbill Service Manager and ServiceNow IT Service Management are rated at parity for Ease of Setup, with scores of 8.1 and 8.2 respectively, indicating similar implementation experiences. - **Hornbill Service Manager:** Reviewers describe setup as straightforward but note that documentation and integration setup can be challenging. - **ServiceNow IT Service Management:** Reviewers mention that initial setup is easy for basic use but becomes complex with advanced configurations and customizations. ### Which product has better Automation? ServiceNow IT Service Management is more frequently cited for Automation, with 97 all-time feature mentions, while Hornbill Service Manager is praised for customizable workflow automation in recent reviews. - **Hornbill Service Manager:** Reviewers highlight customizable workflows and automation features, with recent reviews noting improvements in internal processes and time savings. - **ServiceNow IT Service Management:** Automation is cited in 97 all-time reviews, with reviewers emphasizing workflow automation, ticket routing, and reduction of manual tasks as key strengths.