Hornbill 2026: Benefits, Features & Pricing

The team at Hornbill were excellent from the outset, we had a great working relationship with the team, they were always quick to respond to our needs, responded to support calls promptly, the community forum is a wealth of knowledge this worked for us really well too. I really would recommend that you review Hornbill if you are thinking of migrating your ITSM toolset, I've never worked with a more customer centric supplier than Hornbill, friendly helpful, just brilliant overall.

Excellent, good support and help with setup Business Processes and Progressive Captures. We use it on a daily basis for all IT support tickets firmwide.

It has been extremely positive with a helpful support network to help us implement it and we've enjoyed a good relationship with Hornbill staff ever since implementation.

Very positive with good customer focus

Really great so far, looking forward to building on the relationship.

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

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.

Our overall experience of Hornbill is of an excellent product with excellent service from them as a supplier. Our HR recruitment process used to take an average of around 3 months Automation of this process using Hornbill has reduced that to around 6 weeks. We have absorbed the (rather chaotic) support functions of around 20 generic mailboxes into Hornbill so that service requests are now monitored and processed in an organised fashion, dramatically improving quality of service and reducing resources required to support.

Hornbill Service Manager has allowed us to implement one support system in all of our regions (we have offices in 27 countries). This has allowed us to take advantage of shared resources as well as cross-timezone support for our customers. Overall, myself and my colleagues have a very positive relationship with Hornbill.

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.