Hornbill Enterprise Service Management Software
Hornbill helps organizations automate routine workloads across IT, HR, and finance. It is designed for teams that need to unify service delivery through a single portal without writing code.
At a glance
- Category
- Browse Operations tools
- Best for
- Mid-Market Companies, Enterprise Companies, IT Departments, HR Service Teams, Service Managers
- Pricing
- Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
- Key use cases
- Cross-Departmental Automation, IT Service Visibility, NHS HR Data Integration, Omnichannel Service Delivery
- Integrations
- ESR integration, TRAC integration
Hornbill is an Enterprise Service Management (ESM) and automation platform designed to help organizations manage service portfolios. It provides a unified approach to handling requests and workflows across different departments, such as IT, HR, and facilities management.
The platform features a codeless environment, which is intended to allow non-technical users to design and orchestrate workflows using a drag-and-drop interface.
Beyond ticketing, Hornbill supports IT operations management (ITOM) and configuration management databases (CMDB) to help IT leads maintain visibility over their infrastructure. It also includes AI-driven features designed to assist with daily tasks.
Buyers should confirm if the codeless integration hub aligns with their existing internal software ecosystem.
Key Features
Workflow Orchestration
A drag-and-drop design canvas used to model and automate business processes and routine tasks codelessly.
Unified Service Portal
A single digital entry point for employees to access services and requests across the organization.
IPaaS Integration Hub
A centralized hub with a store of off-the-shelf connectors to link the platform with other cloud and on-premise systems.
Service Desk and Catalog
Tools for managing service requests and knowledge bases, and providing employees with a directory of available services.
Hornbill AI
AI-driven features designed to help users with daily tasks.
CMDB and ITOM
Configuration management and IT operations tools designed to provide visibility and control over technology infrastructure.
Use Cases
Cross-Departmental Automation
Using the codeless platform to automate routine work in HR, Finance, and Facilities to help reduce manual admin overhead.
IT Service Visibility
Managing the IT ecosystem through a service desk and CMDB to maintain control over infrastructure and service delivery.
NHS HR Data Integration
Synchronizing ESR data via RPA to provide a digital front door for HR services in NHS Trusts.
Omnichannel Service Delivery
Managing employee interactions across web, mobile, email, and phone through a unified experience.
Best For
- Mid-Market Companies
- Enterprise Companies
- IT Departments
- HR Service Teams
- Service Managers
Integrations
- ESR integration
- TRAC integration
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
FAQ
Who is Hornbill designed for?
- Hornbill is designed for mid-market and enterprise-level organizations, specifically serving IT departments, HR teams, and service managers.
Do you need coding skills to use Hornbill's automation?
- Hornbill uses a codeless platform with a drag-and-drop workflow design canvas, which is intended to allow users to automate tasks without technical coding skills.
How does Hornbill handle integrations?
- Hornbill uses an IPaaS integration hub and a store of off-the-shelf connectors to link with various cloud and on-premise systems.
Source category: Operations
Source subcategory: Workflow Automation
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Categories
Software Type
How AI is used
Hornbill is an Enterprise Service Management (ESM) platform for mid-market and enterprise organizations. It supports the automation of routine workflows across IT, HR, and other departments using a codeless interface and AI-driven features.
Pros & Cons
Pros
- Codeless setup may reduce the technical skills needed to create automations.
- Unified portal provides a single point of access for various organizational services.
- Includes an integration hub with a variety of pre-built connectors.
- Supports a range of departments beyond IT, including HR and Finance.
Cons
- Pricing is not clearly available from the provided evidence.
- Designed for larger organizations, which may be more than what a very small business needs.
- The evidence does not detail specific reporting or granular permission management controls.
