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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Rob H.

Mid-Market (51-1000 emp.)

9/25/2020

"Hornbill Service Manager"

5/5

What do you like best about Hornbill Service Manager?

Hornbill Service Manager is a great tool, and so far we've been able to develop its usage as we bring new services on-line.

The service, support and communications from Hornbill have been excellent throughout. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Nothing so far! Hornbill Service Manager is a great tool to use and easy to configure as required. Review collected by and hosted on G2.com.

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

We have full processes in use for Incident Mgmt, Service Requests, Change Mgmt, and Problem Mgmt.

Change and Problem Mgmt have recently been introduced, and its been an easy process in designing the process flows, testing, and then implementing them into live for use by our support team. Review collected by and hosted on G2.com.

James B.

Enterprise (> 1000 emp.)

10/9/2020

"Sleak and highly customisable"

5/5

What do you like best about Hornbill Service Manager?

The level of customisation overall, allowing for custom views which allow me to accurately manage my personal workflow, and switching between views is seamless as well. The Flow diagram system behind the processes can be as intricate or as simple as required and allows for every possibility to be available in our ticket logging system Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Allowing for more distinct colour filters to make things more obvious when looking at ticket queues just to make things more obvious at a glance. Review collected by and hosted on G2.com.

Stuart F.

Enterprise (> 1000 emp.)

8/19/2020

"The Use of Hornbill"

5/5

What do you like best about Hornbill Service Manager?

The ease of how to manage all your jobs that are assigned to you if done in the correct way, and the overall look of the website. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

There are too many ways to make a request and people tend to use different ways to request equipment, some ways are easy to update for the end user but other ways mean you have to navigate through different activities to get to the same result as the easy way of making a request. Review collected by and hosted on G2.com.

Lyonel R.

Associate Manager BI Applications

Enterprise (> 1000 emp.)

Originally submitted 8/20/2020

"A powerful, modern platform"

5/5

What do you like best about Hornbill Service Manager?

Hornbill is a very visual tool. From the Business Process being clearly displayed in the HUD to the Progressive Capture helping gather key information when logging a new ticket, the platform offers a lot of out of the box components but also allow for great customisation. The "drag and drop" admin screens for setting up business processes and progressive capture makes it very easy to setup and maintain.

The interface, very focused on collaboration, takes a lot of good things from social media platforms, making it very easy to use. The self service portal is also an incredible asset for any service desk team wishing to get customers more involved in the problem resolution. It is easy to use and provide a single portal for customers to track all their tickets, see the progress and interact with the support team. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

The reporting can be a bit tricky to setup. Hornbill uses "measures" that can then be used in widgets and displayed in dashboards. Setting up these measures requires a good knowledge of the database model and can be hard to maintain if too many measures are created. There are no "self-service / exploratory" data browsing feature either. Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

If you want a quick and easy platform to manage your Service Desk processes, Hornbill is the perfect tool! It is very visual and easy to setup from scratch. The split between Business Processes and Progressive Capture is a fantastic tool. Reporting is good albeit quite limited if you want to browse in details the data. The Self-service portal is good and can really help users (use of FAQs, see their requests, interact with support team). Collaboration aspect is also a great added value of the platform and take team work to the next level. Review collected by and hosted on G2.com.

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

Thanks to the clear and simple interface, all support analysts now have a clear visibility of their tickets, where in the process it is at and what workload they have. We are no longer firefighting but instead focusing on helping people and preventing issues too. The dashboards we set up help a lot on a day to day and monthly basis. With all these tools as well as clear processes represented via the HUD, we managed to cut down the backlog by 35% in just a couple of months and 65% within a year! Customer satisfaction and engagement, thanks to the self service portal, is also considerably up from 3.8/5 to 4.3/5 and 4% to 17% respectively. Review collected by and hosted on G2.com.

Thando M.

Mid-Market (51-1000 emp.)

Originally submitted 11/10/2020

"Greatest way to manage your work and to provide insight to a client"

4.5/5

What do you like best about Hornbill Service Manager?

Hornbill allows you to set your work the way you want or a way that will assist you in resolving, making it easy to navigate through the whole application. 0 Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

It has a lot of features in it which are unexplained what they are for. Review collected by and hosted on G2.com.

Rebecca M.

Service Delivery Manager

Enterprise (> 1000 emp.)

2/26/2021

"Inclusiveness of Hornbill"

5/5

What do you like best about Hornbill Service Manager?

The amount of customisation options within the application - if you can think it, you can do it Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

I don't really have any negatives - I would appreciate a dark screen mode, perhaps Review collected by and hosted on G2.com.

Marc L.

Enterprise (> 1000 emp.)

9/1/2020

"An Excellent Saleable Platform"

5/5

What do you like best about Hornbill Service Manager?

The ease of use from customer, technician & administrator perspectives. This is an all round great platform produced by a company that is forward thinking in its approach to deliver high quality service management not just to the IT space Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Some of the configuration elements are slightly buried within the menu structure and not always where you would expect them to be, this is a result of a fast growing product though and nearly always gets resolved in future releases Review collected by and hosted on G2.com.

Dineo N.

Small-Business (50 or fewer emp.)

11/13/2020

"Makes it easier for client to put all details of their request including picture and logs at a go"

5/5

What do you like best about Hornbill Service Manager?

Easy to use by both client and engineers Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

When the log file is too big to attached Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

Quick to learn and easy to use. Be able to track the work done on the tickets logged. Review collected by and hosted on G2.com.

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

Benefit being able to see who has the ticket and how are they working on that ticket. Problems we solving are request that are logged and incident that are reported by the clients. Review collected by and hosted on G2.com.

Darren L.

Infrastructure Manager

Mid-Market (51-1000 emp.)

9/25/2020

"So much functionality!"

4.5/5

What do you like best about Hornbill Service Manager?

Ability to direct customers requests to the right team by giving the customer very simple questions Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Sometimes back-end configuration is overly complicated for a very simple goal Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

If you are happy with the configuration side of things, it's a massive benefit to a Service Desk. The initial setup can seem daunting if you are used to a very simple and limited product like our organisation was Review collected by and hosted on G2.com.

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

Being able to channel shift customer to self service, from email and telephone. Benefits are, more time to work on requests rather than logging them Review collected by and hosted on G2.com.

Verified User in Financial Services

Mid-Market (51-1000 emp.)

8/11/2020

"Hornbill Service Manager Review - 11th Aug 2020"

5/5

What do you like best about Hornbill Service Manager?

The collaborative approach to enhancing the application between both Hornbill and our own dev teams. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Nothing I particularly dislike but I'd really like to see some roadmaps of functionality coming down the tracks. There are some great ideas on the forum for future developments but there seems to be little science behind which enhancements are launched and when they drop. Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

I'd thoroughly recommend Hornbill Service Manager, it's flexible enough to cater for whatever setup you have, whether that's a traditional service desk or something more complex like a company wide change process. Review collected by and hosted on G2.com.

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

Lots of benefits, particularly the way we've used Service Manager to manage and enhance our change processes. We can now see all change in one application and statuses for each change. Huge time savings in administering the various processes. Albeit not Service Manager related, the Project Manager application has also come on such a long way from when we took it on, big thank you to Alex for working with us so well over the past couple of years. Review collected by and hosted on G2.com.