Hornbill works with a number of leading analysts of the Service Management industry.
Enterprise Management Associates (EMA) says
"Hornbill is a strong mid-tier service management vendor. Its
flagship product, Hornbill Supportworks ITSM, is a far-reaching
solution supporting customers oriented around ITIL best practices,
as well as those focused on the simpler goal of providing personal
and quality services."
Read EMA's review of Hornbill in full or summary
Hornbill was positioned in the 2010 "Magic Quadrant for
the IT Service Desk" report by global industry analyst firm
The IT service desk Magic Quadrant focuses on enterprise-class vendors that meet Gartner's criteria which include the vendor's ability, demonstrated through customer references and Gartner client inquiries, to address the needs of enterprise customers seeking functionality for incident, problem, change, knowledge, self-service and service-level agreement (SLA) management. The offering must be running in production in enterprise environments of more than 4,000 employees, with concurrent usage of incident management, change management and at least two of the other modules.
Publication date: 4 November 2010, ID number G00206716
Technology Audit of Supportworks ITSM offering 2010
Hornbill's Supportworks is a service management toolset aimed at enabling organizations of all sizes to consistently deliver IT and non-IT support processes and the services they support. Its flagship IT service management offering, Supportworks ITSM Enterprise, supports all of the core ITIL v3 processes. Ovum particularly likes the three-level availability of its IT service management solution (relative to customer needs and maturity) and Hornbill's "Human Touch" approach to engendering real customer focus within the service desk.
Supportworks Enterprise Support Platform (ESP) should be evaluated by larger organizations as a platform for multiple service desks, to support an integrated approach to customer service across functional boundaries, with the realization of associated cost savings and potential customer service-based benefits.