Overall I was very impressed with my experience with Hornbill. The on-boarding was well structured and product specialists extremely knowledgeable and supportive during the whole process. For anyone well versed in ITSM tools, the product is very intuitive and easy to learn. I was developing complex business processes with little to no support within a month or two or immersing myself in the product. Although we only use the community / forum support model rather than dedicated tech support, the product specialists and develops are active daily in the forums and respond quickly to queries. The platform has been rock solid and only impacted briefly (a few minutes) in the last year we have been using the product. Software updates have been frequent, well documented

In the space of 5 years, we changed ITSM solution twice... Both implementations took a long time (at least 6 months) and was never a success among IT support staff, let alone customers: "too many emails, don't know who we are talking too, taking too long, no visibility of progress". Our backlog was out of hand and we were firefighting 95% of the time. After our go-live with Hornbill, IT Staff was immediately a lot more efficient in managing tickets. Backlog and lead-times reduced by 35% in the first year! Staff was happy with the business processes, the clarity of the interface, the interaction with the customers directly via the portal, etc. Within 6 months we stopped firefighting. We were back in control. We could finally focus on solving key issues and spending more time helping customers. Hornbill is a fabulous ITSM tool, but it is also a platform that has so much more to offer. Excellent value for money.

Good overall experience in designing the back end, and implementing most of our ITIL Process within IT department and the business as a whole.

Hornbill has broadened our horizons of the possibilities. This is particularly the case with automation of processes eg starters/movers/leavers, Sev1's, MI's and other business area processes There are other paid-for and free modules which enable further integration such as Document Manager, Asset Management, Supplier Manager, Project Manager etc.

I have been very happy with the selection of Hornbill, both from a product and a company perspective. The product is developed at a healthy pace with new features implemented regularly. The product has been easy to use and configure.