Hornbill Service Manager

Basic Information

• Model/Version: Hornbill Service Manager operates on a continuous deployment model, ensuring all customers are always on the latest release.
• Release Date: As a continuously deployed SaaS solution, there is no single traditional release date; updates are incremental and frequent.
• Minimum Requirements: Access requires a supported web browser on any device. Native applications are available for mobile and tablet devices running Android and iOS.
• Supported Operating Systems: Any operating system capable of running a modern web browser. Dedicated native applications support Android and iOS.
• Latest Stable Version: All customers utilize the latest stable version due to continuous delivery and integration methodologies.
• End of Support Date: Not applicable in the traditional sense; support is continuous as part of the subscription model.
• End of Life Date: Not applicable for a continuously updated Software-as-a-Service (SaaS) product.
• License Type: Subscription-based, typically per-user per month, with volume discounts available. It includes flexible login licenses (named or floating) and application licenses.
• Deployment Model: Software-as-a-Service (SaaS), delivered as a multi-tenant cloud-based solution.

Technical Requirements

Hornbill Service Manager is a cloud-based SaaS application, meaning client-side technical requirements are minimal and primarily relate to accessing the service through a web browser or mobile application.

• RAM: Dependent on the client device's operating system and web browser requirements.
• Processor: Dependent on the client device's operating system and web browser requirements.
• Storage: Minimal local storage required for web browser cache or mobile application installation. All primary data storage is managed by Hornbill in the cloud.
• Display: Standard display resolution compatible with modern web browsers for optimal user interface experience.
• Ports: Standard network ports for web traffic (e.g., HTTP/HTTPS) are required for client access.
• Operating System: Any operating system that supports a modern web browser (e.g., Windows, macOS, Linux). Native mobile applications are available for Android and iOS.

Analysis of Technical Requirements: The technical requirements for end-users are low, focusing on broad accessibility via standard web browsers and mobile devices. The underlying infrastructure, including servers, databases, and network components, is entirely managed by Hornbill as part of its SaaS offering, abstracting complex technical specifications from the end-user or enterprise IT department. This approach eliminates the need for on-premise hardware or extensive software installations, simplifying deployment and maintenance for customers.

Support & Compatibility

• Latest Version: Customers are always on the latest version due to Hornbill's continuous delivery methodology, receiving new features and updates regularly without disruption.
• OS Support: Compatible with any operating system that can run a modern web browser. Dedicated native applications are available for Android and iOS devices.
• End of Support Date: Continuous support is provided as an integral part of the subscription service, eliminating traditional end-of-support dates.
• Localization: The solution supports 187 languages, utilizing Google's translation service for real-time translation capabilities.
• Available Drivers: As a web-based SaaS application, specific drivers are not required. Hornbill provides open-source integration tools and APIs for connectivity with other systems.

Analysis of Overall Support & Compatibility Status: Hornbill Service Manager demonstrates strong support and compatibility, primarily due to its SaaS delivery model. Continuous updates ensure users always have access to the most current features and security patches. Broad OS compatibility through web browsers and dedicated mobile apps ensures accessibility across diverse environments. The extensive localization support caters to a global user base, while the availability of integration tools and APIs facilitates seamless connectivity within an existing IT ecosystem.

Security Status

• Security Features: Instances are security hardened at three levels, with all system changes logged and access audited regularly. It employs enterprise-grade data isolation, using machine virtualization/sandboxing and independent data stores for each customer instance. The infrastructure is fully redundant, with continuous data replication to primary and secondary data centers.
• Known Vulnerabilities: No specific known vulnerabilities for Hornbill Service Manager were identified in the provided information. Hornbill applies security patches to software and removes outdated software.
• Blacklist Status: No information regarding blacklist status was found.
• Certifications: Hornbill's cloud operation achieved ISO 27001:2013 certification in October 2015. The platform also holds Cyber Essentials certification as of July 2023. External independent audits are commissioned to ensure compliance.
• Encryption Support: Keys are used to encrypt data for archiving purposes.
• Authentication Methods: Supports various authentication methods, including integration with Active Directory. Strong password policies are enforced.
• General Recommendations: Hornbill implements application whitelisting and sandboxing, maintains up-to-date anti-virus/malware protection with automatic and periodic scans, restricts unapproved applications, disables auto-run features, and utilizes firewalls with approved and documented connections.

Analysis on the Overall Security Rating: Hornbill Service Manager exhibits a robust and multi-layered security posture. Its ISO 27001:2013 and Cyber Essentials certifications, coupled with regular audits and stringent internal controls, demonstrate a commitment to data protection and operational security. The architecture emphasizes data isolation and redundancy, minimizing risks. Proactive measures like application whitelisting, sandboxing, and comprehensive malware protection further enhance its security profile.

Performance & Benchmarks

• Benchmark Scores: Specific public benchmark scores for Hornbill Service Manager are not readily available, as performance is managed and optimized by Hornbill as a cloud service.
• Real-world Performance Metrics: The platform is designed for enterprise-scale needs and scales horizontally. Hornbill targets an operational availability of 99.95% and contractually commits to a minimum of 99.5% availability, with live service availability and performance metrics publicly displayed. Users describe it as a "very stable product" and "optimized for performance globally."
• Power Consumption: Not applicable for end-users. Hornbill provisions its instances in green data centers located in the UK.
• Carbon Footprint: While specific carbon footprint metrics are not provided, the use of "green data centres" indicates an effort towards environmental responsibility.
• Comparison with Similar Assets: Hornbill Service Manager competes with solutions like ServiceNow, Ivanti, SolarWinds, BMC, Microsoft, Serviceaide, Efecte, and IBM. Reviewers often rate Hornbill higher than Ivanti and BMC in terms of service, support, ease of integration, and deployment. Alternatives include Freshservice, ServiceNow IT Service Management, SysAid, SolarWinds Service Desk, and Jira Service Management.

Analysis of the Overall Performance Status: Hornbill Service Manager prioritizes high availability, scalability, and continuous performance optimization inherent to its cloud-native architecture. The focus is on delivering a reliable and responsive service to all users, backed by transparent availability metrics and a scalable infrastructure. While direct end-user performance benchmarks are not applicable, the system's design and user feedback suggest consistent and efficient operation.

User Reviews & Feedback

User feedback highlights several strengths and weaknesses of Hornbill Service Manager, along with recommended use cases.

• Strengths: Users frequently praise its flexibility and extensive customization options, allowing organizations to tailor workflows and processes to their specific needs. The platform is considered easy to use, with simple and straightforward navigation for both end-users and analysts. Codeless automation and real-time visibility are significant advantages, enabling efficient management of IT services and reducing manual effort. Integration capabilities with third-party systems, including Azure AD, InTune, and MS Teams, are also noted as beneficial. The active user community and continuous improvements rolled out by Hornbill are also appreciated.
• Weaknesses: Some users perceive Hornbill as a "younger solution" compared to more established competitors, suggesting it may not always be as advanced in certain areas. Customization, while powerful, can sometimes be tricky to implement. Difficulties with integration with certain other tools and a potentially steep learning curve during initial setup have also been mentioned.
• Recommended Use Cases: Hornbill Service Manager is highly recommended for IT Service Management (ITSM) and Enterprise Service Management (ESM), extending its utility beyond IT to departments like HR and facilities. It excels in managing tickets, automating complex workflows, and providing comprehensive IT asset management, knowledge management, and document management capabilities. Its self-service portal is valued for reducing inbound calls and improving customer experience.

Summary

Hornbill Service Manager is a robust Software-as-a-Service (SaaS) solution designed for IT Service Management (ITSM) and broader Enterprise Service Management (ESM). Its core strength lies in its continuous deployment model, ensuring all customers consistently operate on the latest version without the need for manual upgrades or downtime. This approach, coupled with its multi-tenant cloud architecture, provides high availability and scalability, managed entirely by Hornbill.

The platform offers extensive flexibility and customization, allowing organizations to tailor workflows and processes to their unique requirements. Users commend its ease of use and intuitive interface for both end-users and service desk analysts. Key features include codeless automation, real-time visibility into IT services, comprehensive asset management, and a highly configurable self-service portal.

Security is a significant focus, with the platform being ISO 27001:2013 and Cyber Essentials certified. It implements multi-layered security hardening, enterprise-grade data isolation, continuous data replication, and robust authentication methods, including Active Directory integration. Compatibility is broad, supporting any operating system with a modern web browser, alongside native applications for Android and iOS, and offering localization in 187 languages.

While some users note it as a "younger solution" compared to more mature competitors, and customization can sometimes be complex, its continuous development addresses these areas. Hornbill Service Manager is particularly well-suited for organizations seeking to modernize their ITSM operations, leverage collaborative approaches, and extend service management capabilities across the enterprise. Its focus on automation, digital service delivery, and customer-centric practices positions it as a strong contender in the ITSM market.

Information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.