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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Chris V.

Mid-Market (51-1000 emp.)

10/9/2020

"Does a Great Job with External/Internal Customers"

4/5

What do you like best about Hornbill Service Manager?

We use Hornbill for helpdesk tickets from external customers. It's very easy to keep track of your tickets based on priority level/SLA. Setting up Views dedicated to specific areas help be keep track of all our distinct service offerings and how my colleagues are doing. Service Manager is great! Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Building and automating reports could be easier. It lacks a document library, Review collected by and hosted on G2.com.

Verified User in Public Policy

Enterprise (> 1000 emp.)

8/5/2020

"Easy to use, easy to build"

4.5/5

What do you like best about Hornbill Service Manager?

I like that we are able to manipulate and build the system ourselves without intervention from IT specialists. It is an easy to use, easy to build system. I also like that I can make the system work for me, using nodes and choices that enable me to fully customise the platform our organisation uses. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

I dislike the reporting functionality at present - the widgets, dashboards, and related tools are confusing unless you understand the ITSM coding behind it. This is something that could be simplified, or perhaps reviewed completely to make this more non-IT user friendly. Review collected by and hosted on G2.com.

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

We have a complete self service portal for 5 areas of our business at present, using authorisations, taskings, self logging and chasing, as well as a wealth of knowledge in knowledge banks and FAQs. It has completely changed how our business logs faults and requests and just keeps growing as more departments see the benefits of the system. Review collected by and hosted on G2.com.

Verified User in Financial Services

Enterprise (> 1000 emp.)

Originally submitted 2/26/2021

"Hornbill.... Easy and breezy!!"

4.5/5

What do you like best about Hornbill Service Manager?

I like the fact its so easy to use and user friendly Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

refresh rate not going back to where you were originally Review collected by and hosted on G2.com.

Robert C.

IT Analyst

Mid-Market (51-1000 emp.)

11/18/2020

"A great service for multiple departments"

5/5

What do you like best about Hornbill Service Manager?

The ease of use for the UI, how easy it is to build, configure and integrate tools and other services Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Sometimes it can be difficult to search tickets Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

It's an easy to implement, configure and use system that can be used for way more than just a service desk Review collected by and hosted on G2.com.

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

HR, New Joiners - Automated/Leavers, Quality systems, IT service desk Review collected by and hosted on G2.com.

Manoah S.

Lead Application Support Engineer

Mid-Market (51-1000 emp.)

11/24/2020

"Its easy to use and the process is smooth."

5/5

What do you like best about Hornbill Service Manager?

The ability to see only tickets assigned to me! Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

I think most things are relevant! and i use most features Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

It is an Amazing tool that helps Support Engineers do their work easily! Review collected by and hosted on G2.com.

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

We are able to receive the tickets logged by clients and we can solve their queries and reply to emails on Hornbill easily. Review collected by and hosted on G2.com.

Haroon M.

Business Analyst

Enterprise (> 1000 emp.)

1/18/2021

"Good experience so far"

5/5

What do you like best about Hornbill Service Manager?

A lot more functionality compared to the previous ITSM Tool. User friendly and easy to navigate. Currently, still setting up the system. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Creating the process flows could be easier as sometimes this proves difficult. Review collected by and hosted on G2.com.

Rupert S.

Enterprise (> 1000 emp.)

Originally submitted 11/11/2020

"A good ITSM system"

4.5/5

What do you like best about Hornbill Service Manager?

it is web based and easy to set up and use Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

there are a few odd things, the mailbox refresh Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

easy to use and a nice screen layout Review collected by and hosted on G2.com.

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

it's good to have access to the forums and the support team, things are fixed quickly and also you can see that what others have reported as issues Review collected by and hosted on G2.com.

Gareth N.

Customer Service Manager

Mid-Market (51-1000 emp.)

7/31/2020

"Great product and company to work with"

4.5/5

What do you like best about Hornbill Service Manager?

Hornbill Service Manager is a very customisable cloud based product that has enabled us to implement cross-working servicedesk teams in all of our regions (APAC, Europe, Middle East and North America). The support we receive from Hornbill is excellent and includes quarterly reviews, annual conferences and a forum which makes it easy to request new functionality and enhancements which are often implemented quickly. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

There is some functionality we used to have within SupportWorks (Horbnill's previous servicedesk tool) which is only available in Hornbill's premium product, namely the ability to email scheduled reports to our external customers. I would also like to see more regular updates to our external customer portal (look and feel and new functionality) as we are very impressed with the updates we get to the staff facing product, but our customers do not see this and may have a different perception of Hornbill because of this. Review collected by and hosted on G2.com.

Verified User in Construction

Enterprise (> 1000 emp.)

7/30/2020

"Hornbill Service Manager"

5/5

What do you like best about Hornbill Service Manager?

Hornbill covers all aspects of a ServiceDesk using ITIL as its foundation, Highly customisable with intuitive business process work flows. If you can think it it can probably be customised to suit your ServiceDesk needs. Hornbill has a great support mechanism with bi monthly business improvement calls with a consultant to maximise the functionality of the product. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

I find the mobile application poor but whilst I'm writing this they are delivering a new platform for it, The previews look much better. Some of the additional functionality bundled with the product such as asset management isn't that great and we use a product designed specifically for that purpose. Review collected by and hosted on G2.com.

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

Whilst Hornbill deals with the everyday Servicedesk requirements, We have customised a fluid onboarding & offboarding of new staff this has reduced the amount of individual manual task considerably and removed human error also. We depend on the workflows heavily to point Incidents/Service request to the correct technology owner thus improving end user fix times. Review collected by and hosted on G2.com.

Charlotte B.

Enterprise (> 1000 emp.)

9/18/2020

"I love how simple Hornbill is to navigate."

5/5

What do you like best about Hornbill Service Manager?

I love how simple Hornbill is to navigate. I don't think we utilize it to its full potential but being a user of multiple parts of Hornbill I like how you can link things for auditability. Logging tickets is efficient via customer facing or IT analyst. Having everything in one place is ideal. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

sometimes BPMs 'break' which can be frustrating Review collected by and hosted on G2.com.