Hornbill

Pros

After the initial learning curve, configuring it becomes very easy. Setting up a new service and cataloging items can be done very quickly. Progressive Capture Forms and Business Processes can be created without any coding at all. The screens use a flow-diagram style which makes them simple to set up, easy to follow visually and they can also be exported to PDF for printing. It also integrates with a wide range of services inside Business Processes. For example, a New Starter request could automatically create an Active Directory account in Azure. Frequent updates and new features which you can choose to enable later if you want, help keep the platform current and well maintained. I also like the social-media-style interface. The APIs are another strong point since connecting to them with PowerShell or other capable languages is very easy.

Cons

Advanced reporting can be challenging to handle within it unless you have full control over the SQL query. APIs can be used as an alternative but that does require some technical knowledge.

Pros

Getting this up and running is very easy and the no-code setup makes building workflows simple and efficient.

Cons

Reporting still feels like a missing piece in the overall feature set.

Pros

Having full control over support processes is a big advantage and the interface is simple to manage. Being cloud-based means it works in any browser which makes access really convenient. It also handles multiple languages and service desks well thanks to the built-in translation tools. Administration is easy, ticket flow can be separated efficiently across different service desks and the platform scales nicely as needs grow.

Cons

It still feels a little underdeveloped when it comes to supporting external organizations. Also because the processes are predefined, it can be harder to put certain ad hoc solutions in place when something outside the standard flow comes up.