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ServiceNow vs Hornbill Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Category Leaders

Hornbill is a workflow automation software that helps IT, human resources, customer services, and security teams collaborate...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.5

5

4

3

2

1

43

34

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.7

5

4

3

2

1

22

7

1

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm.

AR

Anonymous Reviewer

Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.

Miguel S.

Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

SM

Shannon M.

Pros

Excellent, good support and help with setup Business Processes and Progressive Captures. We use it on a daily basis for all IT support tickets firmwide.

Dv

Dave v.

The Hornbill Community Forums is a great resource, the people are nice, Hornbill themselves have been exceptionally good with our queries or if we need any assistance.

SW

Samuel W.

If we had any reservations about the software then we wouldn't be using it, and I think that this is the best recommendation I can give that we are VERY happy with it.

PA

Paul A.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

ED

Edrick D.

Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.

AR

Anonymous Reviewer

Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Ewan H.

Cons

I dislike the report, widgets, and dashboard functionality immensely.

LM

Lauren M.

There was one limitation in SLA functionality which I believe would be core functionality for most organisations.

AG

Andy G.

The Hornbill reporting engine is limited and without the advanced analytics the dashboards are also limited.

WD

Will D.

  • Vendor responds to reviews
  • Last review15 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features66
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Automated Routing
  • Availability Management
  • CMDB
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Credential Management
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Portal
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning
  • Project Workflow
  • Projections
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timesheet Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features75
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Audit Management
  • Automated Routing
  • Availability Management
  • CMDB
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Credential Management
  • Customer Database
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Portal
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Lifecycle Management
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Planning
  • Project Workflow
  • Projections
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timesheet Management
  • Version Control
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations273
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations48
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk