Hornbill Blog

Project Manager Portfolio

Hornbill's Project Manager Portfolio is the entry point to view and access all of your projects.  Its simple views and lists give a quick perspective on the current state of your projects, whether it be showing the progress toward the next milestone...


Hornbill Service Manager improves IT performance at the Victoria & Albert Museum

I visited the Victoria & Albert Museum recently to record a short video with Grant Fettis (Change Manager) and Chris Nutt (IT Service Desk Manager) about their experiences of implementing Hornbill Service Manager. It was clearly a smooth experience,...


Document Manager Plug-in for Service Manager

One of the great things about apps on Hornbill is the synergy between them.  This video has a look at the Document Manager Plug-in that is provided to the different types of requests available within Service Manager. This Plug-in lets you search and...


Project Manager: An Overview of your Project

This video introduces Hornbill Project Manager.  We start by looking at the Project Overview.   For any stakeholder in a project, the Overview gives an encompassing view of the current state that the project is in. From here you can see the...


SPOTLIGHT: Waltham Forest Council - Unified Enterprise Service Management

Waltham Forest Council have been a long-standing Hornbill customer with an on-premise Supportworks deployment. Although the heavily customised solution worked for IT, the team needed to expand their service delivery beyond IT into HR and a number of...


Automating SLA Selection

For each service that you offer, you may find that you need to provide multiple Service Level Agreements. This video takes you through how Hornbill Service Manager works with SLA rules to automatically apply an appropriate SLA to each request. The...


Security: Meltdown and Spectre

A recent critical security announcement for three bugs CVE-2017-5715 CVE-2017-5753 and CVE-2017-5754 which have been nicknamed meltdown and spectre. These were found by multiple people, including Jann Horn, who works for projects Zero at...


SPOTLIGHT: Northumberland County Council

In June 2016, Lee Mcdermott visited the SITS event in London to look at the latest versions of ITSM solutions in the market. After reviewing several ITSM tools, the team at Northumberland County Council selected Hornbill Service Manager, and started...


Impact Assessments

Capturing the impact of a change, an incident, or any other type of request can be crucial to determining how it is managed.  But how do you decide which impact level to select?   Service Manager provides a great way of automatically determining the...


Creating Request Sub-statuses

While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open.   This might be to describe what is currently being done to progress the incident, or possibly to display who...

Latest Posts

  • We are getting ready for INSIGHTS 19

    Feb 12, 2019
    News Item

    I am excited to tell you that we have been busy at Hornbill, planning and organizing our next annual conference, INSIGHTS 19. This event is the highlight of our year at Hornbill, as we create it for our community. It brings our customers, prospects,...

  • Love me Tender

    Jan 22, 2019
    Collaborative Service Management

     Although Elvis Presley and Vera Matson were given the credit, the principal writer of “Love me tender” was Ken Darby. At the time, Elvis’ publishing deal demanded that writers concede 50% of the credit for the song if they wanted Presley to record...

  • Be the change you so desperately seek!

    Sep 23, 2018
    Blog Posts

    I love the idea of this quote, attributed to the wise man Mahatma Gandhi this simple quote is profound because it strikes right at the heart of human behavior.   In every part of our lives, there is change, and most of it is outside of our control;...

  • Why do people struggle to follow processes?

    Aug 27, 2018
    Blog Posts

    Many a great manager has asked themselves the time-honored question; How do you make people follow procedures and not miss things?  Having more or less documented the processes, and having put them into your knowledge base tool, and having created...

  • Release Roundup - Customer Feedback

    Jul 30, 2018
    Release Roundup

    Hornbill is deployed using Continuous Delivery, and this means we typically make multiple incremental releases every week. As well as providing essential fixes, we also release new features as and when they become available. To supplement the more...

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