Industry Analysts
Hornbill works with a number of leading analysts of the Service Management industry.
Enterprise Management Associates (EMA) says "Hornbill is a strong mid-tier service management vendor. Its flagship product, Hornbill Supportworks ITSM, is a far-reaching solution supporting customers oriented around ITIL best practices, as well as those focused on the simpler goal of providing personal and quality services."
Read EMA's review of Hornbill in full or summary
Hornbill is included in Gartner's 2008 "Magic Quadrant for the IT Service Desk" report under vendors offering products "... that provide excellent incident management and have features and functionality more suited for SMBs."
Publication Date: 4 November 2008, ID Number: G00160687
OVUM Group Technology Audit of Supportworks ITSM offering 2010 states:
Hornbill's Supportworks is a service management toolset aimed at enabling organizations of all sizes to consistently deliver IT and non-IT support processes and the services they support. Its flagship IT service management offering, Supportworks ITSM Enterprise, supports all of the core ITIL v3 processes. Ovum particularly likes the three-level availability of its IT service management solution (relative to customer needs and maturity) and Hornbill's "Human Touch" approach to engendering real customer focus within the service desk.
Supportworks Enterprise Support Platform (ESP) should be evaluated by larger organizations as a platform for multiple service desks, to support an integrated approach to customer service across functional boundaries, with the realization of associated cost savings and potential customer service-based benefits.
