What do you like best?
Having previously used various ITSM systems (I must say I use to say I had a preferred favourite) I was a bit sceptical when first using Hornbill. However, during the last six months I have further seen the internal mechanics of Hornbill and become more and more impressed.
The best value for me is that the system offers a lot of flexibility, even more so when creating workflows and automation within tickets. A good example is how we are able to customise first time fix tickets, automating the process and captured information for reporting. Also, the way you are able to customise "Tasks" within tickets, making it easier for technicians to follow instructions as per internal processes.
These are just a few positives from an overall well designed system and would definitely recommend viewing this product when in the market for a new ITSM.
What do you dislike?
If I were to have a slight grumble it would be with the user (customer) interface when accessing the system to raise tickets. It would be nice if the interface was a bit more user friendly, inline with other systems.
What problems are you solving with the product? What benefits have you realized?
Being fairly new to Hornbill and having an internal team that admin the system, I have not had the exposure to accurately answer this question.
