# Hornbill Service Manager vs ServiceNow IT Service Management Comparison - What are their main differences? At a Glance Star Rating **Hornbill Service Manager** [ 4.5/5(137) ](https://www.g2.com/products/hornbill-hornbill-service-manager/reviews#reviews) **ServiceNow IT Service Management** [ 4.5/5(1,948) ](https://www.g2.com/products/servicenow-it-service-management/reviews#reviews) Market Segments **Hornbill Service Manager** Enterprise (58.1% of reviews) **ServiceNow IT Service Management** Enterprise (73.0% of reviews) Pros & Cons **Hornbill Service Manager** Not enough data **ServiceNow IT Service Management** [ Ease of Use (168) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1546751&qs=pros-and-cons#reviews)[ Incident Management (112) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1549440&qs=pros-and-cons#reviews)[ Learning Curve (72) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1548368&qs=pros-and-cons#reviews)[ Expensive (60) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1547869&qs=pros-and-cons#reviews) Entry-Level Pricing **Hornbill Service Manager** No pricing available **ServiceNow IT Service Management** No pricing available Summary AI Generated Summary AI-generated. Powered by real user reviews. - **G2 reviewers report** that while both Hornbill Service Manager and ServiceNow IT Service Management have received high star ratings, ServiceNow stands out with a significantly higher overall satisfaction score, indicating a more robust user experience across the board. - **Users say** that Hornbill Service Manager excels in its **ease of use** , with many praising its intuitive interface and customizable workflows that help teams manage service requests effectively. One user highlighted how it allows for real-time adjustments to settings, enhancing operational flexibility. - **According to verified reviews** , ServiceNow IT Service Management is recognized for its ability to **centralize support requests** and streamline incident management. Users appreciate how it integrates various management processes into a single platform, making it easier to handle multiple tasks efficiently. - **Reviewers mention** that Hornbill Service Manager offers exceptional **quality of support** , with users noting the helpful guidance provided during implementation. This support has been crucial for organizations looking to enhance their call monitoring and logging systems. - **G2 reviewers highlight** that ServiceNow's comprehensive features, such as its incident, problem, and change management capabilities, create a cohesive control environment. Users value the consistency it provides, ensuring that tickets are resolved in the right manner, even if not instantly. - **Users express** that while Hornbill Service Manager provides a user-friendly experience, it may not always meet the specific workflow needs of larger enterprises as effectively as ServiceNow, which is favored for its extensive functionality and adaptability in complex environments. Pricing Entry-Level Pricing **Hornbill Service Manager** Hornbill Service Manager No pricing available **ServiceNow IT Service Management** ServiceNow IT Service Management No pricing available Free Trial **Hornbill Service Manager** Hornbill Service Manager No trial information available **ServiceNow IT Service Management** ServiceNow IT Service Management No trial information available Ratings Meets Requirements 8.5 89 8.9 932 Ease of Use 8.9 93 8.5 1,412 Ease of Setup 8.1 55 8.2 781 Ease of Admin 8.2 61 8.6 341 Quality of Support 9.1 86 8.6 1,027 Has the product been a good partner in doing business? 9.3 61 8.8 336 Product Direction (% positive) 9.0 84 8.9 931 Features by Category Configuration Management[Hide 83 FeaturesShow 83 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Widgets Not enough data Not enough data Impact Management Not enough data Not enough data Customizable Forms Not enough data Not enough data Self Service Portal Not enough data Not enough data License Management Not enough data Not enough data Scheduled/Automated Reports Not enough data Not enough data Task Management Not enough data Not enough data Request Assignment Not enough data Not enough data Help Desk Management Not enough data Not enough data Surveys & Feedback Not enough data Not enough data SSL Security Not enough data Not enough data IT Asset Tracking Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Compliance Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Single Sign On Not enough data Not enough data Data Mapping Not enough data Not enough data Client Portal Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Incident Management Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Prioritization Not enough data Not enough data Generative AI Not enough data Not enough data Performance Monitoring Not enough data Not enough data Email Management Not enough data Not enough data Active Directory Integration Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Collaboration Tools Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Asset Lifecycle Management Not enough data Not enough data Inventory Management Not enough data Not enough data Data Import/Export Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Drag & Drop Not enough data Not enough data Activity Tracking Not enough data Not enough data AI Copilot Not enough data Not enough data Workflow Management Not enough data Not enough data Configuration Management Not enough data Not enough data Problem Management Not enough data Not enough data Configurable Workflow Not enough data Not enough data IT Asset Management Not enough data Not enough data API Not enough data Not enough data Data Visualization Not enough data Not enough data Change Management Not enough data Not enough data Device Auto Discovery Not enough data Not enough data Customizable Reports Not enough data Not enough data Contract/License Management Not enough data Not enough data Relationship Mapping Not enough data Not enough data Customizable Fields Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Vulnerability Scanning Not enough data Not enough data Data Aggregation and Publishing Not enough data Not enough data Cost Tracking Not enough data Not enough data Template Management Not enough data Not enough data Lifecycle Management Not enough data Not enough data Historical Reporting Not enough data Not enough data Monitoring Not enough data Not enough data Configuration Automation Not enough data Not enough data Customizable Templates Not enough data Not enough data Search/Filter Not enough data Not enough data File Management Not enough data Not enough data Status Tracking Not enough data Not enough data Patch Management Not enough data Not enough data Document Management Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Version Control Not enough data Not enough data Task Progress Tracking Not enough data Not enough data IT Cost Management Not enough data Not enough data Archiving & Retention Not enough data Not enough data Scheduling Not enough data Not enough data Reporting/Analytics Not enough data Not enough data User Management Not enough data Not enough data Policy Management Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Rules-Based Workflow Not enough data Not enough data Audit Trail Not enough data Not enough data Business Process Automation Not enough data Not enough data Sarbanes-Oxley Compliance Not enough data Not enough data Task Scheduling Not enough data Not enough data IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);) 8.3 59 8.6 714 Administration Change Management 8.8 39 | Verified 9.2(won by 0.4) 338 | Verified Asset Management 7.3 40 | Verified 8.8(won by 1.5) 262 | Verified Reports & Analytics 7.3 44 | Verified 8.8(won by 1.5) 331 | Verified IT Asset Management Not enough data Not enough data Knowledge Management Not enough data Not enough data Project Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Task Management Not enough data Not enough data Service Request Management Not enough data Not enough data Release Management Not enough data Not enough data Configuration Management Not enough data Not enough data Ticket Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Incident Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Capacity Management Not enough data Not enough data Availability Management Not enough data Not enough data Inventory Management Not enough data Not enough data Service Desk Help Desk 9.1 54 | Verified 9.4(won by 0.3) 412 | Verified Incident Reports 8.8 48 | Verified 9.3(won by 0.5) 329 | Verified Process Workflow 8.8 47 | Verified 9.1(won by 0.3) 383 | Verified Customizable Reports Not enough data Not enough data Management Reporting 7.9 47 | Verified 8.9(won by 1.0) 331 | Verified Administration Console 8.7(won by 0.1) 46 | Verified 8.6 249 | Verified Access Management 8.5 40 | Verified 8.8(won by 0.3) 244 | Verified Asset Management 7.6 39 | Verified 8.9(won by 1.3) 243 | Verified Policy Dictation 7.7 22 | Verified 8.4(won by 0.7) 223 Real-Time Reporting Not enough data Not enough data Functionality Ticketing System 9.3 56 | Verified 9.5(won by 0.2) 430 | Verified Performance Logging 8.2 39 | Verified 8.7(won by 0.5) 229 Alerting 8.3 35 | Verified 8.7(won by 0.4) 235 | Verified Automation 8.1 42 | Verified 9.1(won by 1.0) 358 | Verified Agentic AI - IT Service Management (ITSM) Tools Autonomous Task Execution Not enough data 7.6(won by default) 56 Multi-step Planning Not enough data 7.6(won by default) 48 Cross-system Integration Not enough data 8.7(won by default) 145 Adaptive Learning Not enough data 7.5(won by default) 47 Natural Language Interaction Not enough data 7.5(won by default) 52 Proactive Assistance Not enough data 7.3(won by default) 51 Decision Making Not enough data 7.7(won by default) 53 Third-Party Integrations Not enough data Not enough data Resource Allocation & Planning Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Prioritization Not enough data Not enough data Service History Not enough data Not enough data Client Portal Not enough data Not enough data Customizable Forms Not enough data Not enough data AI Copilot Not enough data Not enough data API Not enough data Not enough data Service Catalog Not enough data Not enough data Real-Time Notifications Not enough data Not enough data SSL Security Not enough data Not enough data Activity Dashboard Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Generative AI Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Drag & Drop Not enough data Not enough data Self Service Portal Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Customizable Branding Not enough data Not enough data Customizable Templates Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Automated Routing Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Customizable Fields Not enough data Not enough data Activity Tracking Not enough data Not enough data Search Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Dashboard Creation Not enough data Not enough data Remote Access & Monitoring Not enough data Not enough data Asset Tracking Not enough data Not enough data Chat/Messaging Not enough data Not enough data Approval Process Control Not enough data Not enough data Audit Trail Not enough data Not enough data Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);) Not enough data 8.3 315 Monitoring Constant Monitoring Not enough data 8.9(won by default) 225 | Verified Timely Alerts Not enough data 9.1(won by default) 243 | Verified TIcket Accuracy Not enough data 9.1(won by default) 248 | Verified AI Monitoring Not enough data 7.7(won by default) 33 Mobile Alerts Not enough data Not enough data Email Alerts Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Management Tools Ticket Assignment Not enough data 9.2(won by default) 253 | Verified Standardization Not enough data 9.1(won by default) 254 Lifecycle Visualization Not enough data 8.7(won by default) 237 | Verified Generative AI AI Text Generation Not enough data 8.3(won by default) 108 AI Text Summarization Not enough data 8.3(won by default) 124 Generative AI Not enough data Not enough data Agentic AI - Incident Management Autonomous Task Execution Not enough data 7.3(won by default) 27 Multi-step Planning Not enough data 7.4(won by default) 28 Cross-system Integration Not enough data 8.0(won by default) 35 Adaptive Learning Not enough data 7.6(won by default) 28 Natural Language Interaction Not enough data 7.8(won by default) 27 Proactive Assistance Not enough data 7.8(won by default) 29 Decision Making Not enough data 7.9(won by default) 30 Third-Party Integrations Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Alerts/Notifications Not enough data Not enough data Forms Management Not enough data Not enough data Safety Incident Management Not enough data Not enough data Compliance Management Not enough data Not enough data OSHA Compliance Not enough data Not enough data Task Management Not enough data Not enough data Single Sign On Not enough data Not enough data AI Copilot Not enough data Not enough data Disaster Recovery Not enough data Not enough data Document Management Not enough data Not enough data API Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customizable Templates Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Activity Dashboard Not enough data Not enough data Issue Management Not enough data Not enough data Communications Management Not enough data Not enough data Audit Trail Not enough data Not enough data IT Incident Management Not enough data Not enough data Audit Management Not enough data Not enough data Event Logs Not enough data Not enough data Risk Analysis Not enough data Not enough data Workflow Management Not enough data Not enough data Risk Assessment Not enough data Not enough data Incident Reporting Not enough data Not enough data Self Service Portal Not enough data Not enough data Customizable Reports Not enough data Not enough data Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Reminders Not enough data Not enough data On Call Scheduling Not enough data Not enough data Investigation Management Not enough data Not enough data Maintenance Scheduling Not enough data Not enough data Status Tracking Not enough data Not enough data Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);) 7.6 56 Not enough data Generative AI AI Text Summarization Not enough data Not enough data Self-Service Experience Knowledge Base 8.0(won by default) 45 Not enough data Searchable Articles 8.0(won by default) 41 Not enough data Community Forums Feature Not Available Not enough data Mobile Optimization 7.5(won by default) 6 Not enough data Personalization 7.3(won by default) 10 Not enough data Self-Service Platform Branding 7.9(won by default) 8 Not enough data Automation 7.1(won by default) 12 Not enough data Artificial Intelligence 7.1(won by default) 7 Not enough data Integrations 7.4(won by default) 9 Not enough data Agentic AI - Customer Self-Service Autonomous Task Execution Not enough data Not enough data Multi-step Planning Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Proactive Assistance Not enough data Not enough data Decision Making Not enough data Not enough data Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);) 8.3 67 8.5 409 Incident Management Automate Ticket Routing 8.5 59 9.0(won by 0.5) 333 Ticket Prioritization 8.6 59 9.0(won by 0.4) 327 Ticket Notifications 8.7 61 9.1(won by 0.4) 334 Knowledge Base 8.0 51 8.8(won by 0.8) 321 Knowledge Base/Ticket Integration 8.2 48 8.8(won by 0.6) 306 Real-Time Notifications Not enough data Not enough data Reporting Dashboards 8.2 55 8.8(won by 0.6) 330 Time Tracking 8.2 41 8.8(won by 0.6) 290 Surveys 7.7 42 8.5(won by 0.8) 179 Activity Tracking Not enough data Not enough data Access & Usability Mobile 7.3 37 8.0(won by 0.7) 240 Self Service 8.7 62 8.8(won by 0.1) 304 Active Directory 8.5(tied score) 57 8.5(tied score) 263 Multi-Channel Access 8.5 48 8.8(won by 0.3) 167 Mobile Access Not enough data Not enough data Agentic AI - Service Desk Autonomous Task Execution Not enough data 8.2(won by default) 24 Multi-step Planning Not enough data 8.2(won by default) 22 Cross-system Integration Not enough data 8.7(won by default) 34 Adaptive Learning Not enough data 8.0(won by default) 20 Natural Language Interaction Not enough data 8.4(won by default) 19 Proactive Assistance Not enough data 7.8(won by default) 20 Decision Making Not enough data 7.9(won by default) 20 Third-Party Integrations Not enough data Not enough data Additional Functionality Project Management Not enough data Not enough data Procurement Management Not enough data Not enough data CMDB Not enough data Not enough data AI Copilot Not enough data Not enough data Generative AI Not enough data Not enough data IT Risk Management Not enough data Not enough data Service Catalog Not enough data Not enough data Inventory Management Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Chat/Messaging Not enough data Not enough data Change Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Task Management Not enough data Not enough data Email Templates Not enough data Not enough data Benchmarking Not enough data Not enough data Localization Automation Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Customer Support Not enough data Not enough data Scheduled/Automated Reports Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Release & Deployment Not enough data Not enough data Email Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Analytics Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Configuration Management Not enough data Not enough data API Not enough data Not enough data IT Asset Management Not enough data Not enough data Remote Access/Control Not enough data Not enough data Live Chat Not enough data Not enough data Customizable Reports Not enough data Not enough data Incident Management Not enough data Not enough data Asset Lifecycle Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Customizable Templates Not enough data Not enough data Customizable Branding Not enough data Not enough data Reviews Reviewers' Company Size [![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 Small-Business(50 or fewer emp.) 3.7% Mid-Market(51-1000 emp.) 38.2% Enterprise(\> 1000 emp.) 58.1% [![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 Small-Business(50 or fewer emp.) 5.9% Mid-Market(51-1000 emp.) 21.0% Enterprise(\> 1000 emp.) 73.0% Small-Business (50 or fewer emp.) 3.7% 5.9% Mid-Market (51-1000 emp.) 38.2% 21.0% Enterprise (\> 1000 emp.) 58.1% 73.0% 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 24.4% Hospital & Health Care 7.3% Computer Software 6.7% Financial Services 5.9% Computer & Network Security 3.4% Other 52.4% 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/hd_favicon/0e90ac9498bc05c89d709a2b51e8438d/sysaid.svg "SysAid") [ SysAid ](/products/sysaid/reviews) ![SolarWinds Service 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