Industry Analysts
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
Gartner,
Inc.
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
OVUM Group
Technology Audit of Supportworks ITSM offering 2010
states:
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.
