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.

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.

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.

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.

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.

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.

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.

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.

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

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

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

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.

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.

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.

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

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

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

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

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.

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.