Hornbill Service Manager Reviews & Product Details

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.

Seller

Hornbill

Discussions

Hornbill Service Manager Community

Languages Supported

German, English, French, Italian, Dutch, Spanish

Solution Type

All-in-One

Overview by

Trevor Killick (Head of Digital Marketing at Hornbill)

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

Return on Investment

20 months

View More Pricing Information

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User Insights

Average based on 137 real user reviews.

Implementation Time

3 months

Perceived Cost

$$$$$

Hornbill Service Manager Integrations

(42)

Integration information sourced from real user reviews.

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Hornbill Service Manager Reviews FAQs

Generated using AI

Last updated: Nov 01, 2026

What is Hornbill Service Manager, and what problem is it built to solve?

Hornbill Service Manager is Hornbill’s IT service management solution within its cloud-based suite of collaborative business applications. It is intended to help streamline business operations, support team collaboration, and improve customer service.

What company sizes and industries is Hornbill Service Manager the best fit for?

Positive reviewer profiles point to a strong fit among enterprise and mid-market organizations, with recurring representation from several service-oriented industries.

Enterprise: Organizations with more than 1,000 employees.
Mid-market: Organizations with 51–1,000 employees.
Government and public services: Government administration and related public-sector settings.
Health care: Hospital and health-care organizations.
Financial and technology services: Financial services and information technology organizations.

How long does it take to implement Hornbill Service Manager across a team?

Go-live timing varies with the amount of configuration involved, but reported timelines most often fall within the first three months.

Time to go live	Relative frequency
Under 1 month	Most common
1–3 months	Also commonly reported
3–6 months	Reported less often
6–12 months	Reported less often

What customer support options does Hornbill Service Manager provide, and how do users find the overall support experience?

Support includes online contact, self-service resources, and phone support, with 24/7 live-rep help available. Users describe the support team as helpful, knowledgeable, and responsive, particularly during implementation and configuration; some find community help or the feature-request process less straightforward to navigate.

What is the experience like for teams switching to Hornbill Service Manager from another tool?

Switching to Hornbill Service Manager has often meant moving from older, less flexible, or more cumbersome service desk tools to a modern platform that is easier for users to navigate and gives teams more control over workflows. Prior systems include Supportworks and other legacy or on-premise tools, as well as products such as ServiceNow, ManageEngine, Spiceworks, and Zendesk. Teams value the flexibility, cloud access, and ability to tailor processes, though configuration and workflow setup can take meaningful effort before the system is ready to meet their needs.

What features or capabilities could make Hornbill Service Manager even more useful?

The most useful improvements would make everyday navigation and administration smoother, while giving teams clearer reporting and better ways to find information.

Improve search so results are easier to find, more consistent, and better ordered.
Make reporting and analytics easier to configure and use, especially for teams that need detailed or flexible views.
Simplify workflow and process configuration, including making existing processes easier to update.
Reduce unnecessary clicks and smooth out interface and page-refresh behavior during common ticket tasks.

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Ann-Marie H.

Enterprise (> 1000 emp.)

9/25/2020

"Great product, great service"

4.5/5

What do you like best about Hornbill Service Manager?

We are able to configure Service Manager to suit our business requirements and create business processes to suit our users Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

The reporting requires a level of SQL understanding I don't get have, so it takes me a little more time to comprehend how reports are pieced together Review collected by and hosted on G2.com.

Verified User in Government Administration

Enterprise (> 1000 emp.)

7/15/2020

"First class product and service"

5/5

What do you like best about Hornbill Service Manager?

We've found lots of excellent features in this product that make it an ideal product for our organisation.

Our business support teams and Digital & ICT service have made significant improvements to service and processing through automation of business processes (e.g. HR's recruitment process average turnaround reduced from 3 months to 6 weeks).

The people who implemented these automated processes on Hornbill were not IT staff in the main. That's because Service Manager has a great graphical interface and is relatively code free, making it accessible to those of us who don't read IT code books at bedtime!

We've had Hornbill Service Manager for 3 years now and on the rare times we have had technical difficulties, the supplier has responded quickly to resolve the issue and provided full detailed RCA within a week. They are our 'gold star' supplier! Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Less of a 'downside', more of a preference. If you want something off the shelf that is already set up and ready to go, this product isn't for you.

Service Manager is designed for the customer to set it up how they want it, so it needs investment of resources to do that and maintain it.

That said, Hornbill provide excellent support and training materials to get you started and continue learning so that you get the very best out of the product. Review collected by and hosted on G2.com.

What problems is Hornbill Service Manager solving and how is that benefiting you?

Setting up new members of staff, who may require multiple IT applications with multiple logins, set up by several different admin support teams! And then when they leave, doing the reverse! Hornbill has got the tools to make this work really smoothly. We just need to set it up to do it. That's what we are working on right now.

Benefits already realised include improving turnaround time on recruitment process, along with improved quality of recruitment process - everyone involved knows what they need to do and when they need to do it as the process is driven from Hornbill workflow.

Implemented Staff Health and Safety assessments for using office equipment - especially working from home during Covid-19 lock down - has had major improvement in response and enabled staff to get equipment they need more quickly. Review collected by and hosted on G2.com.

Verified User in Information Services

Small-Business (50 or fewer emp.)

9/27/2020

Business partner of the seller or seller's competitor, not included in G2 scores.

"Hornbill Review by an IT Engineer's Perspective"

3.5/5

What do you like best about Hornbill Service Manager?

Hornbill is lightweight and doesn't seem to be bulky. Some platforms are extremely bulky/clunky and are heavy on the requirements side.

1) Has an Inventory Management Module

2) Has a Change Management Module

3) A lot of new Modules are being introduced: Document Management, Timesheet Manager, Project Manager, etc.

Looks promising, but from what we have seen so far, some components need refining and customization is still limited. I guess as time passes, this will improve. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Service Manager

1) Cannot create Teams

2) Cannot Customizable Views

3) Cannot get a Detailed Audit Trail (i.e. See what actions were performed.... like assigning tickets to another user, etc.) - Detailed History

Inventory Manager/Change Management

1) A bit rigid

2) Flexibility in customization is limited Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

Like any product out there, Hornbill has its ups and downs. For most SMBs, I believe it should meet majority of their requirements. However, as mentioned throughout this review, there are certain features/components which Hornbill lacks in. It is advisable to first work out your Business Requirements and then have internal review. Review collected by and hosted on G2.com.

What problems is Hornbill Service Manager solving and how is that benefiting you?

We are using Hornbill Service Manager for handling all our Internal/External Requests. It is much more lightweight and robust compared to other products. But it still lacks features which other products provide. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

11/25/2020

"hornbill recommendation"

4/5

What do you like best about Hornbill Service Manager?

easy to manage your tickets and track progress, also can easily find the comms between users and customer Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

not being able to respond on the previously sent email, you'd need to create a completely new email even if you just want to reply. Also always having to put a "summary" of the issue every time when responding on the ticket. Review collected by and hosted on G2.com.

Verified User in Financial Services

Enterprise (> 1000 emp.)

3/9/2021

"Some good some bad"

2.5/5

What do you like best about Hornbill Service Manager?

The self service portal is nicely laid out and usable. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Reporting is not granular or configurable enough Review collected by and hosted on G2.com.

Steve L.

Mid-Market (51-1000 emp.)

10/22/2020

"Good ITSM Tool. lots of potential"

4/5

What do you like best about Hornbill Service Manager?

The ability to create custom views and dashboards for the Service Desk to utilise. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

The reporting sections in the Administration section of Hornbill Service Manager Unfriendly interface when using the Advance Analytics and Reporting. Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

understand your categories and the reporting you would like to get out before starting the process Review collected by and hosted on G2.com.

What problems is Hornbill Service Manager solving and how is that benefiting you?

Straightforward way of logging incident using the portal for our customers Review collected by and hosted on G2.com.

Verified User in Public Policy

Enterprise (> 1000 emp.)

11/19/2020

"Homebrew so very intuitive and simple system to use"

5/5

What do you like best about Hornbill Service Manager?

I like the customer portal as this encourages users in a very simple way to be able to locals and get feedback at any time Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

We were originally sold the product with a lot of opportunity for other plug-ins for acid management and license management I don’t believe the product is a acid management or software management tool Review collected by and hosted on G2.com.

Mike W.

IT Analyst

Enterprise (> 1000 emp.)

9/25/2020

"Very easy and friendly to use Service Manager"

4/5

What do you like best about Hornbill Service Manager?

How easy it and straight forward it is to navigate Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Lack of customisation in Asset Tracking section Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

Hornbill is an exciting step in the right direction when it comes to a Service Manager. We have only scratched the surface of the features that are available. New features are being added all the time and support is available as and when needed. The Forum and Community are a great help from experts are other global users. Review collected by and hosted on G2.com.

What problems is Hornbill Service Manager solving and how is that benefiting you?

Asset management problems have now been solved with integration from SCCM directly in to Hornbill. The help system on the forums is fantastic and a great benefit; especially in regards to this particular SCCM synchronisation. Review collected by and hosted on G2.com.

dipalee k.

business information analyst

Enterprise (> 1000 emp.)

3/2/2021

"good experience with Horn bill service manager . Easy and quick way of recording requests."

5/5

What do you like best about Hornbill Service Manager?

you can send an email update directly from hornbill. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Not able to change pre defined resolution date. Review collected by and hosted on G2.com.

Jeremy D.

Service Delivery Specialist

Enterprise (> 1000 emp.)

7/21/2020

"Hornbill in a University Setting"

4/5

What do you like best about Hornbill Service Manager?

The system is very easy to use and our users take to the system quickly with little training. The graphical workflow editor is another bonus as it helps to visualise your journey through the system. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

As we are such a sizable institution, the amount of services that we have to offer is probably more than the system is designed to handle. However, these have not held back our use of the system. Review collected by and hosted on G2.com.