Hornbill Service Manager: Simplifying modern ITSM

Hornbill Service Manager is our next-generation solution for collaborative ITSM. It’s a fresh approach that combines innovative collaborative technology, ITSM best practice, and powerful automation and orchestration of business processes.

With Service Manager, you can equip your service desk team with a range of capabilities to meet the needs of the most forward-thinking ITSM professional.

With immediate deployment, simple integration, and automatic upgrades… Hornbill will help you make IT happen.

Extensive ITSM process support and a highly innovative approach to incident, problem and change management

Service Manager combines our two decades of experience in ITSM, ITIL and other service management frameworks with game-changing collaborative technology to deliver innovative incident, problem and change management.

Ease of use from a product that works the way you do

Give your team access to a service desk app that is as intuitive and easy to use as the personal tools they already love. By harnessing familiar ‘social’ concepts, Service Manager lets users become more productive instantly.

Powerful business process automation and task orchestration

Powerful business process design capabilities, enable you to configure complex operational processes – yet the complexities are invisible to the people carrying out those processes. Our unique task-orientated workflow orchestration drives both manual and automated tasks, streamlining the process of getting work done.

True mobility – drive business processes forward while you are on the move

On-the-go collaboration means you get notified and can take action wherever you are. View, update, reassign and authorize your requests and activities, ask questions, and engage with your colleagues from your mobile device, wherever you are, anytime – and in any language.

Collaborate in any language, and in real time

Hornbill overcomes language boundaries with UIs and conversations in the language of your choice. Type what you want to say and our software provides an instant translation.

Software-as-a-Service (SaaS) means you focus on service - Hornbill takes care of the rest

Service Manager is delivered from the cloud, which means you can focus on service, and leave all those distracting, yet vital, issues to us. We take care of the availability, performance, security and resilience of your service desk.

Up to date. All the time

At Hornbill we deliver upgrades and enhancements on a rolling basis to keep you ahead of the game. You’ll always be running on an up-to-date version of Service Manager, which means you get the latest performance and security – and your customizations will be always be maintained.

Fast implementation, rapid value

One click deployment means you can be using Hornbill Service Manager in minutes. Every customer receives a free “switch on” service which provides the configuration needed to get you integrated with Single Sign On, bring in your users, customers and IT asset information ready to raise requests to support your entire estate - getting you up and running the same day with no fuss, complicated and expensive installs or paid-for consultancy services.

Collect the information you need to make faster decisions

Service Manager introduces progressive capture: a simpler way to improve the way you gather the information required to handle incoming requests. When a support analyst answers a call or email, or an end-user initiates self-service, Service Manager presents a series of small forms that collect the relevant information in the order required. This ensures that the analyst is able to route to the appropriate resource or process to deliver the fastest outcome.

Hornbill key features include 

We’re so confident that you will find Service Manager intuitive and easy to implement we’ll give it to you free for the first 30 days. Our extensive support tools will guide you each step of the way as you set it up and configure it, and our product support specialists will be available to help with any questions that arise.

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