# Page 2 | Hornbill Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Hornbill the right ITSM solution for you? Explore 30 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/143649/Hornbill/reviews --- Hornbill 4.7 (30) [View alternatives](https://www.capterra.com/p/143649/Hornbill/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 2 - Reviews of Hornbill ## Showing most helpful reviews Showing 26-30 of 30 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JK Jason K. IT Services Manager Construction Used the software for: 2+ years ### "Hornbill ServiceDesk" July 31, 2020 5.0 Hornbill has allowed us to improve on our Service Delivery and now is a core application within the team Pros Highly customisable business work flow, with easy to use tools, resulting it an a very configurable ServiceDesk solution, Seamless integration due to SSO, meaning a good up take by end users Cons Mobile app is a little on the clunky side, a new version is currently being written and early viewing looks much better. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Review Source BP Ben P. IT Director Construction Used the software for: 2+ years ### "Hornbill" August 4, 2020 5.0 Really good. The Hornbill team have worked hard to ensure our onboarding was smooth. They also keep us up to date and involved with product development. This means we are always getting more from the platform. We now use it for dgitialising the entire central services department.... Not just IT :) Pros It is simple to use as an IT pro and end user. It has a comprehensive feature set given its price. It is from an organisation who really do care about their product and customers. Cons The older service portal was not too well organised and did not search text too well. But this has been fixed and the new version is brilliant! Review Source AG Andy G. IT Service Management Consultant Utilities Used the software for: 6-12 months ### "Self- Sufficient ITSM and continual improvement" July 22, 2020 4.0 Pros Service Manager was very easy to use and the impact on effectiveness of the wider IT team post go live was negligible, having only received a short overview training session The Business Process Designer is very intuitive and allowed the service mgmt. team build and implement process improvement and continually improve The continual delivery approach of Hornbill ensures new functionality is continuously being made available to the customer Cons There was one limitation in SLA functionality which I believe would be core functionality for most organisations. The Hornbill team are currently working on updating their SLA function to include this requirement Review Source FC Folorunso C. Service Improvement Team Manager Government Administration Used the software for: 2+ years ### "Hornbill - would reccomend" July 22, 2020 4.0 Pros The constant updates and improvements as well as build releases, a very detailed knowledge base and extensive support from community and product specialists. Cons it can be fiddly, and some aspects may no longer be applicable by the point of a new update such as deprecated functions Review Source VH Victoria H. Service Desk Manager Non-Profit Organization Management Used the software for: Less than 6 months ### "Great Experience sp far" July 9, 2020 5.0 Really great so far, looking forward to building on the relationship. Pros The RFP met almost all our requirements and at a price point that also worked. The support from the pre-sales and onboarding consultant was brilliant and enabled us to go from live instance (and the free 30 days) to go live within 28 days. the logic for setting up PCFs and BPs is fairly easy to grasp. Cons We are still getting used to it, but nothing is a show-stopper (yet...?) some SQL knowledge is useful for some functions - this might hold some people up. Alternatives considered [Vivantio](https://www.capterra.com/p/216733/Vivantio/) Reason for choosing Hornbill The scores on the RFPs - Hornbill pipped one of the others for success Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.