After rolling out the product we’ve had very good success, with minimal issues. And for those issues, I feel we’ve had outstanding service from Hornbill
With minimal effort, we were impressed at the ease with which it could be customised without needing to attend a training course
Our ServiceDesk its self, we use one of our partners based in India, our customers are based around the globe, so we use Hornbill to glue everybody together
This has been one of the most straight forward implementations of a Service Management and Business Process Platform I have ever been involved with
My first impression was that it had a very clean and modern user interface. Many of the other applications we reviewed appeared somewhat tired and outdated in comparison
I would say that our biggest success was that from the date we started the 30-day trial, to the date we went live, was only 9 weeks
My first impression of Hornbill Service Manager was that it was very modern and designed with the user in mind. You see that it has been developed by people who understand IT service management
We loved the simplicity of the User Interface, the innovative Progressive Capture function, and the ready-to-use functionality delivered right out-of-the-box. With minimal effort, we were impressed at the ease with which it could be customised without needing to attend a training course.
Setting up new services is very easy using the Business Process tool and Progressive Capture. You definitely do not need to be a programmer; a new process can be setup in minutes which is pretty amazing when you consider the effort required in other tools
We are better organised. We use Hornbill Document Manager to store our Standard Operating Procedures and system documentation, so we can easily find useful knowledge and information
Procurement, Electronic Patient Records (EPR) and Information Services teams all want to use the tool, so we’re are adding new things every day at present, as well as making process improvements for the 34 different teams that are already using Hornbill Service Manager
I think my biggest personal success with Hornbill is to be able to standardise processes globally for both the customer and the support teams
One of our main requirements was the ability to be entirely self-sufficient, we didn’t want to have to engage with consultants to make process changes or design new services which seems to be a common theme with other solutions
Hornbill has really helped us streamline our processes, remove duplication of effort, eliminate paper and improve the experience for our customers
Hornbill Service Manager has opened up a whole new world for us. We have been able to establish a digital workplace in so many areas
The transition from Axios Assyst to Hornbill Service Manager went very well, and there was no downtime. Hornbill has been very well received, because the interface is so intuitive and the system is very easy to configure
Hornbill is helping us deliver a broader Enterprise Service Management strategy to help transform and streamline the way our organisation supports its employees
When Service Manager was first shown to us, my initial reaction was WOW! This is fantastic
After our Go Live a number of our customers / end users have commented on how good the new system looks and feels and how simple the service portal makes the process of logging requests and keeping up to date on their progress
Previous tools I have worked with, I have had to update manually. With Hornbill this is all done for us, in the background
Making changes and creating additional processes and progressive captures is VERY simple. This helps because it means there is very little time required between having an idea and implementing that idea
I can talk about how much easier Hornbill has made my life, is significant. I love it!
I do love how easy it is to create custom business processes. As I have mentioned before, there is no requirement to know programming or write code and almost everything can be done with just a few clicks on the mouse
The roll-out of Hornbill was very smooth – the simplicity of the product means very little training is needed
Overall our experience with Hornbill has been extremely positive and the way in which the solution is constantly evolving makes it an exciting system to use and keeps us looking forward to what else we can do with it in the future
I found Hornbill very easy to deal with. The team at Hornbill were very supportive during pre-sales stages providing demonstrations to different departments and levels within the Leica organization
I really felt that Hornbill took a fresh approach and had some innovative capabilities such as its collaboration and progressive capture features
Working with, and using Hornbill is easy! I don’t think there is anything that I don’t like about it
My first impression was that the interface was clean and simple, but at the same time, all the relevant details an analyst needs are ready to hand
I really like Hornbill’s continuous deployment, and the fact that new features are regularly being developed and implemented, quite often based on feedback from the Hornbill Community
Hornbill Service Manager is incredibly intuitive and easy to use. Gone are the days of a great big thick manual to read, a new starter is up and running in no time
Service Manager manages to offer comprehensive ITSM functionality that you will actually use with a great interface that supports mobile working
I think that the On-Line Hornbill Community is a great resource and I’m really impressed at how quickly questions are responded to
Before we had a digital change process, we would have to have a meeting every week. Having the ability to work collaboratively has completely revolutionised the way we do change. It has saved 10 or 11 people 2 hours each, a week!
We selected Hornbill because we wanted something that was clean, crisp and sped up the call logging process
During my time working with Hornbill my experience has been incredibly positive. The pace of change is pretty rapid whilst allowing you to implement (or not) many of the features in your own time. Hornbill’s approach is refreshing
Hornbill Service Manager has revolutionised our Change Advisory Board (CAB). Previously, around ten IT staff would meet in a stuffy room for 90 minutes every week, discussing planned changes. Now, we have a virtual CAB, with a Kanban board that allows everyone visualize the change backlog and the status of every change
After seeing the product, everyone was on-board. We were convinced that this was the right product for GOSH and we just had to have it
Hornbill clearly understand that they are providing a service, and not just a tool. As a service provider, they are very responsive to questions, issues and feature requests
I love to be challenged, and every week, I uncover the tiniest things that I can easily deploy to simplify and improve how we deliver service. When other teams ask – Can we use Hornbill to do this? – it’s great to say, Yes you can!
I kind of wish our Service Desk go live went horribly, but it went really well and so many other teams are now interested in using Service Manager too!
If anyone is thinking about moving to Service Manager, do it! It’s a no brainer. The benefits you will find from Service Manager are unbelievable. Do it!
Hornbill are very professional, friendly, approachable and interested in what we are doing. They are always there to help and focussed on showing us exactly how Service Manager would benefit us, instead of just selling it
Here are a few examples of how we support our customers and how our software benefits their organisations.