--- title: Hornbill Service Manager Reviews meta\_title: 'Hornbill Service Manager Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 137 reviews by the users' company size, role or industry to find out how Hornbill Service Manager works for a business like yours. aggregate\_rating: rating\_value: 4.5 review\_count: 137 scale: '5' date\_modified: '2026-08-07' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Hornbill Service Manager Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by Hornbill Service Manager but has limited features. Are you part of the Hornbill Service Manager team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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](https://www.g2.com/sellers/hornbill) Discussions [Hornbill Service Manager Community](https://www.g2.com/products/hornbill-hornbill-service-manager/discuss) Solution Type All-in-One Overview by Trevor Killick (Head of Digital Marketing at Hornbill) Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 3 months ### Return on Investment 20 months [ View More Pricing Information ](https://www.g2.com/products/hornbill-hornbill-service-manager/pricing) ## Top-Rated Alternatives [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,350) ](https://www.g2.com/products/freshservice/reviews) [ ![ServiceNow IT Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ServiceNow IT Service Management") ServiceNow IT Service Management 4.5/5(1,949) ](https://www.g2.com/products/servicenow-it-service-management/reviews) [ ![SysAid](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "SysAid") SysAid 4.5/5(753) ](https://www.g2.com/products/sysaid/reviews) [ View All Alternatives ](https://www.g2.com/products/hornbill-hornbill-service-manager/competitors/alternatives) ## User Insights Average based on 137 real user reviews. Implementation Time 3 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) JC James C. IT Smart Bar Lead Enterprise (\> 1000 emp.) 3/1/2021 "A good adaptable system" 4/5 What do you like best about Hornbill Service Manager? Having previously used various ITSM systems (I must say I use to say I had a preferred favourite) I was a bit sceptical when first using Hornbill. However, during the last six months I have further seen the internal mechanics of Hornbill and become more and more impressed. The best value for me is that the system offers a lot of flexibility, even more so when creating workflows and automation within tickets. A good example is how we are able to customise first time fix tickets, automating the process and captured information for reporting. Also, the way you are able to customise "Tasks" within tickets, making it easier for technicians to follow instructions as per internal processes. These are just a few positives from an overall well designed system and would definitely recommend viewing this product when in the market for a new ITSM. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? If I were to have a slight grumble it would be with the user (customer) interface when accessing the system to raise tickets. It would be nice if the interface was a bit more user friendly, inline with other systems. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Being fairly new to Hornbill and having an internal team that admin the system, I have not had the exposure to accurately answer this question. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller MW Matthew W. Service Desk Analyst Enterprise (\> 1000 emp.) 2/28/2021 "Hornbill Manager Review" 4/5 What do you like best about Hornbill Service Manager? Lots of customisation and can really tailor it to your organisation's needs. Is fairly easy to use and accessibility is great as you can access at home or at work as it runs from browser. Can also use on your smart devices if needed. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Whilst it is fairly quick to use, there are some occasions where you are waiting for Hornbill to do what you've asked it to do and you're waiting to proceed, instances like creating a new request and assigning to another team, it just takes a bit to long to do. Or if you have just recently created a request and it doesn't let you search for it straight away, can take a minute or so for you to find it manually. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Really consider what you need from the platform and make sure hornbill and supply it. Hornbill is really customisable so it should meet any criteria you need. 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 to raise issues in our hospital (mainly ranges from IT issues to clinical system issues) As mentioned previously, hornbill can be customised to cater for all businesses. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller CN Chris N. Service Desk Team Leader Enterprise (\> 1000 emp.) 2/26/2021 "Does everything you would want it to do.... well" 5/5 What do you like best about Hornbill Service Manager? The simplicity, it is easy to train new team members to use its features. I like the adaptability of the tool. I like having the ability to create my own views so I can look at the exact data I need when I need it. I am also able to create live visual charts that update as things happen which is very very useful when managing my team. We have the ability to add specific tasks and questions for specific catalogue items to ensure the analysts on the service desk are gathering the correct information and the customers are supplying the correct information if using the self service portal. We can link all assets and documents to specific calls and when searching for an asset it will pull up all historic calls related to that particular asset Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? The customisation of the customer satisfaction survey is as detailed as we would like it to be. However you can link in with third party systems if needed. Also some functions can be click happy. Meaning, the same outcome could be achieved with fewer clicks of the mouse. Only an issue when dealing with very high number of tickets Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: It does everything you would expect from a service management tool and more. Everything it does it does well. It is quick to learn and easy to use Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? We use it for the whole of the department, logging and resolving issues and requests, problem and change management etc. Reporting is easy once set up, pulling metric information takes seconds. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller KK Kevin K. Manager - Technical Services Delivery & Compliance Enterprise (\> 1000 emp.) 2/24/2021 "Great people to work with, flexible service desk software" 4/5 What do you like best about Hornbill Service Manager? The implementation/training and support teams are enthusiastic and helpful. Software has boundless functionality & configurability. End user & analyst navigation is simple and straightforward. Active user community. Price locking allows us to level load our annual budget Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Takes some getting used to for administrative navigation. Some of the external utilities used for importing information could be documented more clearly. Codeless Business Process Maps are still difficult to write for neophytes, but adequate troubleshooting tools are available once you learn to use them. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Make sure it fits for you, but is certainly does for us. No regrets. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? The software allows us to make sure change management, new hire processes, and SDLC processes follow policy & fully documented for audit (Sarbanes-Oxley). We have a long list of improvements to our business processes that this software will facilitate, enough to ensure we will be implementing productivity & reporting improvements for a significant amount of time. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller CW Chris W. Information Security and Continuity Analyst Mid-Market (51-1000 emp.) 2/18/2021 "A user and admin friendly, customisable, platform that provides a host of functionality." 4.5/5 What do you like best about Hornbill Service Manager? Customisation options that can be tailored as required. The ability to customise Pro-Caps and BPMs to capture some very specific information or detail (as relevant to each Service or Ticket type) has proven to be a very useful function. Customer Portal is the best i have experienced. A user-friendly interface that can be easily accessed provides a superb interface for customers. With the ability for Live chat and updates within ticket timelines; ensures that customers retain an interest and responsibility for their requests. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Can be tricky updating or modifying existing Processes. Although the customisation options available are wonderful; when a change to a business process is required it can be fiddly making minor edits that end up consuming more effort than they should. One particular example is if an internal IT user (request approver) leaves employment; removing and/or replacing them in the relevant process is awkward. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Try and keep your Customer Portal Service offerings as limited as possible - this will help users navigate quickly and efficiently, aiding in up-take and positive user experience. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Problems solved with Hornbill Service Manager include: an Integrated Asset Management solution, Ticket and related Asset history, Customer visibility, access and ownership, Service performance, Manageable internal ticket interface. The benefits of these functions are obvious and the Hornbill platform has allowed our Technology processes to be easily adopted and for us to mature as an organisation. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![saheda s.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "saheda s.") SS saheda s. Service Analyst Mid-Market (51-1000 emp.) 7/9/2021 "Quality Collaboration Service Tool" 4.5/5 What do you like best about Hornbill Service Manager? Initutive resource to build successful business processes and progressive captures. It can be tailored to meet requirements from many areas of the business to record, update and manage services. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Reporting functionality is quite complex to use to extract data in a easy manner. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Currently looking at ways to embed images to assets portfolio. As long as a shared area is specified locally on the network images can be brought into Hornbill and sized accordingly. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Jonty M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jonty M.") JM Jonty M. Implementation Manager Enterprise (\> 1000 emp.) 7/8/2021 "Very good tool where thoughts become automation" 4.5/5 What do you like best about Hornbill Service Manager? Great tool to share, collaborate and achieve with built in automation. Giving clear vision to management and analysts. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Very little in downsides more opportunities to develop hornbill functions. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Great ability to streamline processes and improve end user satisfaction with the power of progressive captures and business processes to automate and gain instant efficiency Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Modern always up to date solution bringing advantages in each update. Main benefit is clear vision of service demands and performance Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Carl A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Carl A.") CA Carl A. ICT Infrastructure Analyst Enterprise (\> 1000 emp.) 1/19/2021 "Early thoughts on Hornbill Service Manager, currently configuring before go live." 4/5 What do you like best about Hornbill Service Manager? Cloud functionality, we are replacing an on-premise installation of Support Works and Hornbill Service Manager is a much better and streamlined alternative/replacement. The GUI is nice, clean and functional. The ability to import assets from SCCM/Endpoint Manager is nice and made easier using the pre-built JSON files as is the ability to import users from Microsoft Azure also using pre-built JSON's. Having the ability to Single Sign-On via Azure will be a bonus to users of the application and self-service users alike. During the implementation stage we have regular meetings with Hornbill, almost daily for the 4 week on-boarding period. We have completed our 4 weeks but we are still receiving continued support and assistance when needed. Personally I've had numerous calls with several members of the Hornbill Team and their subject matter experts and they have all been extremely helpful and understanding. As well as the Teams support the Hornbill FAQ's and Forums are a fantastic resource. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Nothing so far as we're still in the configuration stage and haven't yet gone live. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Going from an on-premise to a cloud product is highly recommended. Hornbill have being producing ITSM tools for many years so with the experience they have gained Hornbill Service Manager is a much better application than any on-premise ITSM tool I have used in the past. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? Still in the configuration stage so I'm unable to give any examples of problems being solved but being a cloud based product is a huge benefit over our existing ITSM tool. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Adam C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Adam C.") AC Adam C. IT System Manager Enterprise (\> 1000 emp.) 2/24/2021 "Overall good system. Refined, configurable, flexible, meeting the demands service delivery" 5/5 What do you like best about Hornbill Service Manager? I find the user experience to be smooth and flexible. It facilitates the services we deliver improving all round experience. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? The issues I’ve personally found relate to aesthetic quirks. For example, when attempting to update a ticket, the screen will refresh a number of times, removing the focus from the area in which I’m typing making for a frustrating experience. Review collected by and hosted on G2.com. Recommendations to others considering Hornbill Service Manager: Seeing Service Manager in a live environment is an excellent way to appraise its capabilities. Often show cases applications can be a little glossy, even deceiving sometimes, but SM holds its ground. It’s solid. Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? We use Hornbill to address a wide range of business requirements such as asset management and call raise to resolution. The many levels of the Service Manager help the business quickly resolve all manner of challenges. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") AH Verified User in Hospital & Health Care Enterprise (\> 1000 emp.) 7/8/2021 "Hornbill ITSM review" 4.5/5 What do you like best about Hornbill Service Manager? The user interface is very straight forward, it's very customizable so for us we try to keep things simple, clean and customer friendly which is all possible Within Hornbill. Review collected by and hosted on G2.com. What do you dislike about Hornbill Service Manager? Small detail but some of the wording can be confusing,for example it's called request list to see your tickets but in ItIl terms there is a difference between request and incident. Few minor terminology things like this but nothing major Review collected by and hosted on G2.com. What problems is Hornbill Service Manager solving and how is that benefiting you? We are solving reducing our channels of the ways customers can log tickets, previously we would receive unstructured emails but with service manager we have progressive capture forms which ensures we gain the information required to log tickets. We also have more MI available Worthing reporting to see how we are performing. We will also implement chat in the future Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ## Questions about Hornbill Service Manager? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Hornbill Service Manager ](https://www.g2.com/products/hornbill-hornbill-service-manager/discussions/new) ![Adam C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Adam C.") AC Adam Capps • Last activity over 5 years ago How can we automatically capture emails into tickets and respond with an auto-responder ticket? 1 Upvote 1 [ Join the conversation ](https://www.g2.com/discussions/40756-how-can-we-automatically-capture-emails-into-tickets-and-respond-with-an-auto-responder-ticket) SP Sarah Parker • Last activity over 5 years ago How do I stop the screen from flashing when updating 1 Upvote 2 [ Join the conversation ](https://www.g2.com/discussions/40997-how-do-i-stop-the-screen-from-flashing-when-updating) [ View all Discussions ](https://www.g2.com/products/hornbill-hornbill-service-manager/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 3 months ### Return on Investment 20 months ### Perceived Cost $$$$$ [ View More Pricing Information ](https://www.g2.com/products/hornbill-hornbill-service-manager/pricing) Hornbill Service Manager Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d6a381d321e8fc6b72a7f95e8cde31a/freshservice.png "Product Avatar Image") Freshservice 4.6/5(1,350) [ Compare Now ](https://www.g2.com/compare/freshservice-vs-hornbill-hornbill-service-manager) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image") ServiceNow IT Service... 4.5/5(1,949) [ Compare Now ](https://www.g2.com/compare/hornbill-hornbill-service-manager-vs-servicenow-it-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_72ef819c5dcd69d757242f411505cd39/ivanti-neurons-for-itsm.jpg "Product Avatar Image") Ivanti Neurons for ITSM 4/5(296) [ Compare Now ](https://www.g2.com/compare/hornbill-hornbill-service-manager-vs-ivanti-neurons-for-itsm) ##### ##### Hornbill Service Manager Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Access & Usability Self Service Active Directory Multi-Channel Access Service Desk Help Desk Incident Reports Process Workflow [ View More Features ](https://www.g2.com/products/hornbill-hornbill-service-manager/features) ##### Categories on G2 [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Service Desk](https://www.g2.com/categories/service-desk) ##### Explore More [What is the best recruitment marketing tool for employer branding?](https://www.g2.com/discussions/what-is-the-best-recruitment-marketing-tool-for-employer-branding)[What sales training software avoids the generic content trap and actually lets you tailor curriculum to the way your reps sell in the real world?](https://www.g2.com/discussions/what-sales-training-software-avoids-the-generic-content-trap-and-actually-lets-you-tailor-curriculum-to-the-way-your-reps-sell-in-the-real-world%20)[Top ERP options for technology consulting firms](https://www.g2.com/discussions/top-erp-options-for-technology-consulting-firms) [What's the best SMS marketing platform for brands building a dedicated customer communication channel from scratch?](https://www.g2.com/discussions/what-s-the-best-sms-marketing-platform-for-brands-building-a-dedicated-customer-communication-channel-from-scratch)[Which employee identity theft protection platforms balance comprehensive monitoring with strong employee privacy protections?](https://www.g2.com/discussions/which-employee-identity-theft-protection-platforms-balance-comprehensive-monitoring-with-strong-employee-privacy-protections)[Which home care agency management platforms integrate scheduling, billing, and compliance tracking in a single system?](https://www.g2.com/discussions/which-home-care-agency-management-platforms-integrate-scheduling-billing-and-compliance-tracking-in-a-single-system) [Show MoreShow Less](javascript:void(0);)