Hornbill

Hornbill for IT

Composite Score

6.9 /10

CX Score

7.1 /10

9 Reviews Write a Review

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What is Hornbill for IT?

HWith Hornbill's service-centric approach to optimizing IT, you can instantly deliver a simplified, consumer-like service experience that will engage and inform.

Company Details

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Hornbill for IT Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

68 Plan to Renew

85 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+81 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Hornbill for IT?

4% Negative

14% Neutral

82% Positive

Pros

Generous Negotitation
Security Protects
Reliable
Efficient Service

Feature Ratings

Average 73

Integrated Knowledge Management

Systems Management Integration

End User Support Solutions

Business Application Integration

Service Catalog

Technician Administration

Multi-Site Functionality

Multi Device Capability

End User Self Serve

Integration With IT Tools

Reporting

Vendor Capability Ratings

Average 75

Availability and Quality of Training

Ease of Customization

Ease of Implementation

Quality of Features

Vendor Support

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration

Hornbill for IT Reviews

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Mar 2023

Fabulous product

Likeliness to Recommend

9 /10

Pros

Reliable
Enables Productivity
Respectful
Acts with Integrity

Somendra K.

Role: Information Technology
Industry: Utilities
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Dec 2022

Simple GUI Interface

Likeliness to Recommend

9 /10

What differentiates Hornbill for IT from other similar products?

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.

What is your favorite aspect of this product?

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

What do you dislike most about this product?

Limitation in some features. Not be able to correct a wrong BPM once the ticket is resolved. Not being able to localise changes

What recommendations would you give to someone considering this product?

Very positive, a helpful company who actively listen to their customers in relation to build improvements and new features. An easy to use system which feels intuitive and can be used in a myriad of ways.

Pros

Helps Innovate
Over Delivered
Includes Product Enhancements
Reliable

Asish A.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

Excellent features

Likeliness to Recommend

10 /10

What differentiates Hornbill for IT from other similar products?

The system time-stamps actions (such as issue logged in/escalated/put on hold/resolved) which is useful

What is your favorite aspect of this product?

Email notifications are sent when the ticket (inquiry) is about to expire/breach SLA to the ticket owner or to notify the user that the inquiry has been placed on hold or resolved

What do you dislike most about this product?

The UI is very, very basic and is not designed with the user in mind

What recommendations would you give to someone considering this product?

UI can be more user friendly.

Pros

Helps Innovate
Reliable
Enables Productivity
Unique Features

Hornbill for IT

What is Hornbill for IT?

Company Details

Need Assistance?

Hornbill for IT Ratings

83 Likeliness to Recommend

68 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+81 Net Emotional Footprint

How much do users love Hornbill for IT?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Hornbill for IT Reviews

Fabulous product

Likeliness to Recommend

Pros

Somendra K.

Simple GUI Interface

Likeliness to Recommend

Pros

Asish A.

Excellent features

Likeliness to Recommend

Pros

Feature Ratings

Integrated Knowledge Management

Systems Management Integration

End User Support Solutions

Business Application Integration

Service Catalog

Technician Administration

Multi-Site Functionality

Multi Device Capability

End User Self Serve

Integration With IT Tools

Reporting

Vendor Capability Ratings

Availability and Quality of Training

Ease of Customization

Ease of Implementation

Quality of Features

Vendor Support

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration