Hornbill as a software platform is now an essential part of our day to day operations. If we had any reservations about the software then we wouldn't be using it, and I think that this is the best recommendation I can give that we are VERY happy with it. Hornbill as a company has been very helpful to us, and we feel that we have a very good relationship with them on a company and an individual level. We like to think that we have been listened to when we have a problem or an improvement suggestion, and we also know that they will often offer us alternative ideas about how to manage our processes etc in a better way. All in all, we are very happy to be using the software and dealing with them on a business level. We would (and do!) recommend Hornbill to other people and businesses.

Hornbill is my first foray into ITSM, starting over 5 years ago, so I cannot really compare it to anything else apart from what I hear from others, but I can honestly say I've never come across a system that is modern, easy to use and very intuitive, especially when it comes to designing you own Forms and Business Processes. We use it for logging Incidents, Service Requests and Change Management process. There are various teams configured in Hornbill and depending on which Service and Catalog they customer/user logs a ticket under, will be assigned directly to the correct team via the Business Process. We utilize Asset Management and have regular imports from SCCM into Hornbill of any new Assets, and the information is managed with Hornbill manually. We have a PowerShell script that picks up information from the logon info file and updates the asset accordingly with the user who logged in last and what time they logged in. We also have a Team from another Department entirely using Hornbill for managing incidents and requests for their Services. Overall, I can say that my experience with Hornbill is a positive one. - The Hornbill Community Forums is a great resource, the people are nice, Hornbill themselves have been exceptionally good with our queries or if we need any assistance. - We've made requests for enhancements/features and with the right amount of interest, some have been added to the Hornbill roadmap and delivered. - The solution is extremely easy to use

Service Manager was very easy to use and the impact on effectiveness of the wider IT team post go live was negligible, having only received a short overview training session The Business Process Designer is very intuitive and allowed the service mgmt. team build and implement process improvement and continually improve The continual delivery approach of Hornbill ensures new functionality is continuously being made available to the customer

Very positive with good customer focus

Our previous solution was exclusively an ITSM service for the IT department, since moving to Service Manager we've organically grown adoption, increasing users by +80% and grown into 4 other departments across the university. This has not required top down dictate, or 'selling', the new users have come to us.