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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Reporting functionality is quite complex to use to extract data in a easy manner. Review collected by and hosted on G2.com.

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.

Very little in downsides more opportunities to develop hornbill functions. Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.