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.

G2 reviews are authentic and verified.

Here's how.

Aaditya P.

Associate Process Analyst

Information Technology and Services

Mid-Market (51-1000 emp.)

Originally submitted 5/10/2024

"Efficient and User friendly: Hornbill Service Manager"

4/5

What do you like best about Hornbill Service Manager?

The best part about Hornbill Service Manager is how easy it is to use It helps us track service requests and its customizable workflows are really helpful for making our work easier Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Hornbill Service Manager does not integrate well with some other tools we use so moving data around can be hard Also, setting it up was a bit tricky and needed more help than we thought Review collected by and hosted on G2.com.

Verified User in Higher Education

Mid-Market (51-1000 emp.)

Originally submitted 2/25/2021

"Just a user"

2.5/5

What do you like best about Hornbill Service Manager?

Since the move to the cloud-based Hornbil a much cleaner interface and more responsive. Lots more functions and easier to access - fast and responsive Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Lack of integration to GSuite but this may just be the way our admin has set the system up. Disappointed to find that extra functionality that really should be in the base product is an extra monthly cost - for instance, we wanted to include maintenance contracts but this is an addon to an already pricy product Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

Great product and should be in the mix when evaluating a service desk product Review collected by and hosted on G2.com.

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

Originally on site version - needed much customisation and never really had a good data flow. The new system is much more intuitive and the workflow is more intuitive but still lacks some basic functions that are only available if we pay more! Review collected by and hosted on G2.com.

Simon A.

ICT Operations Manager

Enterprise (> 1000 emp.)

3/22/2022

"A feature rich service management solution and good value proposition"

4/5

What do you like best about Hornbill Service Manager?

Excellent workflow engine allowing you to configure both quick and simple solutions, with the ability to add in complex workflows as your own processes mature. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Hornbill has a good active user group and the Hornbill support team are extremely helpful. The mechanism for feature requests however is not easy to use or track requests. Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

Compare features and cost against the markets global players Review collected by and hosted on G2.com.

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

We have used Hornbill Service Manager to solve our problems in our Starter, Leaver and Mover requests and in particular using Hornbill to manage assets and their relationships to users and business services. This realizes benefits from both data security and the value of the assets. For example physical value such as mobile handsets and licenses for software products such as M365 subscriptions. We currently use Azure AD, InTune and MS Teams integrations and will be looking to explore API integrations with SolarWinds and our own back-office systems. Review collected by and hosted on G2.com.

Hayley G.

Lead ITSM Analyst

Enterprise (> 1000 emp.)

3/22/2022

"Fantastic Customer Service and Progression over the years"

4.5/5

What do you like best about Hornbill Service Manager?

My Company has been a Hornbill customer for 5 years now. It is a younger ITSM solution so not as advanced as some of its competitors. However, the speed at which they are churning out new solutions is amazing and they are quickly catching up. The reason we have remained with Hornbill for so many years though is because they have to be the best company I have worked with in regards to their customer service. Nothing is too much, they go above and beyond when it comes to helping out and are always at the end of the phone. No request is too much to ask. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

There is very little to dislike, however as mentioned above they are a younger solution so are not always as advanced as other competitors. However, they are working towards that and it's clear from the improvements they roll out quarterly. Review collected by and hosted on G2.com.

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

Hornbill Service Manager has helped us to manage the tickets we receive from customers, we use KPI's and Metrics to keep ourselves as a department in check. Our customer service has improved with the implementation of Hornbill Service Manager. We are starting to use the Asset Management side of it a lot more to keep track of our assets and make sure they are being monitored correctly, The next step is to look into the automation side. We have managed to fully switch to a virtual cab setting and retrieve hours back monthly for our Heads of service by doing this. Review collected by and hosted on G2.com.

Nasim G.

Change and Problem Manager

Enterprise (> 1000 emp.)

3/15/2022

"Hornbill Service Manager is easy to use for customers and analysts"

5/5

What do you like best about Hornbill Service Manager?

Hornbill is very easy to use, with a clean customer portal. It makes raising a request very easy for the customer, with all the useful info (active requests, bulletins, faq) on one page. Analysts also need very little training, I just send them a one-page help guide and have had no complaints.

It is very cost-effective and admin of the system is simple, especially for staff with no previous application/ programming background (link me).

The vendor is very responsive to us as customers, and there is a large community on their forum sharing tips and getting feature requests supported. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Not much to dislike but pain of getting staff of Internet Explorer, as this is no longer supported with Hornbill has been a bit more painful than I expected...I mean who uses IE anymore :-) Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

Originally submitted 9/1/2020

"Experience is very positive and beneficial"

5/5

What do you like best about Hornbill Service Manager?

Offered balanced advice and support throughout the process which has enabled the organisation to implement a much improved call monitoring and call logging system and shared some great knowledge which has assisted with driving forward developments to meet the 21th century. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Nothing so far we have found the system very rewarding (we have only been live for 1 day) Review collected by and hosted on G2.com.

Recommendations to others considering Hornbill Service Manager:

Switch On was amazing and very informative, we were all very impressed and decided to purchase the software. Review collected by and hosted on G2.com.

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

Presenting users/members of the Team with Quick Reference Guides to ensure we can resolve user requests and incidents in a timely manner to meet trust SLA's. All information is presented within one place and ensure we get more information at the point of logging the call. Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

3/29/2022

"FatFace Hornbill Experience"

4/5

What do you like best about Hornbill Service Manager?

Hornbill Service Manager enables you to have the autonomy to manage your services in the way that works best for the team in real time. Being able to be dynamic with the settings is a real benefit for us. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

I think it could look nicer in order to have a better user experience. The Search functions could work better as well; either when looking in request view or searching within Admin Review collected by and hosted on G2.com.

Ketan L.

Senior IT Support Specialist

Mid-Market (51-1000 emp.)

3/15/2022

"Hornbill service manager"

5/5

What do you like best about Hornbill Service Manager?

It's very flexible and works as the user required.

Very stable product - Once configured it works. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

I don't dislike anything about it. There is not anything to dislike about it. Review collected by and hosted on G2.com.

Paul L.

Human Resources Operations Team Leader

Mid-Market (51-1000 emp.)

2/16/2022

"Service Improvement"

4.5/5

What do you like best about Hornbill Service Manager?

The Hornbill system has enabled us to reduce our Emails from staff by 30% over the last 12 months and provides greater visibility to customers of their requests from start to close and enables them to provide valuable feedback to improve our processes. Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

all good with the system, although we are still deceloping our reporting capabilities Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

Originally submitted 11/18/2020

"Great"

4/5

What do you like best about Hornbill Service Manager?

Being able to automate with AD and other Databases Review collected by and hosted on G2.com.

What do you dislike about Hornbill Service Manager?

Navigation can be kind of confusing and finding old tickets is difficult if you dont remember the users name Review collected by and hosted on G2.com.