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Self Service Ensuring You Have Your Bases Covered

Self-service empowers users to access key information and find help with routine issues when the Service Desk is unavailable. Users can keep track of the status of their requests and are presented with the right information to guide them through the...


Self Service & Automation Are Inexorably Tied

As the world takes its first tentative steps out of lockdown, the pandemic has forced organizations to reassess their technology stacks and transformation strategies. Advice from global consultancy groups such as McKinsey could not be clearer: act...


The Power of Advocacy: Hornbill unveiled as G2 Leader

2020 has been a year unlike any other. One which has seen the market wake up from years of comparative inertia to invest in and adopt new technology to enable the exponential shift to the remote economy and digital transformation. Change is the new...


5 Essential Considerations when Implementing Self-Service

  The impact of COVID-19 has fundamentally shifted the way organizations and businesses operates and investing in an effective self-service channel  will be essential. When implemented correctly, self service offers a fantastic opportunity to...


Hornbill Service Manager Quarterly Feature Update 2020 Q1 and Q2

We have started the first half of 2020 with several exciting new features and functionality across various aspects of Service Manager. This summary introduces a number of the key ones and a short description of where to go to configure them.


Remote Working Part 4: – Collaboration Tools, Systems and Employee Business Value Metrics

In Part 3, my goal was to give you a sense of what I thought were some of the key management practices that would need to change and why. In this article I am going to address the challenges to making organisational-wide remote working productive in...


SPOTLIGHT: Landmark - Rapid delivery and automation drives IT value

Landmark Information Group is the UK’s leading provider of legal products and data supply to the UK property market. During the second half of 2019, the IT team implemented Hornbill to centralize and automate their service management processes to...


Hornbill Platform Quarterly Feature Update 2020 Q1 and Q2

We kicked off the first half of 2020 with several exciting new features and functionality across various aspects of the Hornbill Platform. This summary introduces a number of the key ones and a short description of where to go to configure them.


Remote Working Part 3: – Key management practices that must change

In Part 2, I tabled the idea that a transition to remote working will be difficult for many organizations, because I think it’s very important to recognize and deal with the challenges instead of just focusing on the many positives of remote...


Remote Working Part 2: – The “New Normal” is unlikely to happen for most organizations!

In Part 1, I introduced the idea that Remote Working seems simple, and this could be the new normal for many organizations who have a workforce made up of knowledge workers.  When the lockdown for COVID-19 kicked in, all businesses had to adapt and...