Hornbill Blog

Measuring the value of AI in ITSM

Quantifying the value of AI in ITSM is easier than you think. Hornbill Service Manager includes a unique AI Value Dashboard—giving you a clear view...

What is shadow AI?

Shadow AI is the use of unsanctioned and deliberately hidden use of AI within an organization. Like “shadow IT” (employees using unauthorized...

Unlock Digital Transformation: How to become a Citizen Developer

Becoming a citizen developer in your organisation only involves developing specific skills, leveraging the right tools, and fostering a supportive...

Get your head around AI in ITSM

Infusing AI power into ITSM is transforming the way interactions and ITSM operations happen – driving new experiences for service consumers and...

Unlock Digital Transformation: What is a Citizen Developer

With the emergence of software systems for business in the 2000’s that were designed to be more configurable by customers without needing to be a...

Pioneering AI-driven ITSM: Our Hornbill AI Lab

The infusion of AI into Hornbill Service Manager is an opportunity for us to deliver game-changing value to customers by automating a broad range...

Improve your Employee Experience (EX) with AI

Service experience isn’t about what is delivered. It’s about how. The outcome is important, but employees want convenience, speed, and simplicity....

Boost your service desk agent experience with AI-driven ITSM

Looking after the IT people you already have is the best way to solve the IT skills shortage.

Unlock efficiency with Autotasks: Automate with ease using Custom Buttons

Leveraging Linked Requests in Service Manager

How the HAi Lab team test new GenAI Models like GPT-4o

Discover how the Hornbill AI Lab team puts new AI models to the test, and the effects these models have on current functionality.

A roundup of SITS 2024

The UK's biggest Service Desk and ITSM show is done and dusted for another year. As ever, this year's SITS event at London Excel was buzzing. There...