Top 8 Alternatives To Hornbill ITSM Tool In 2024

As your IT teams strive to provide better IT services, the demand for effective IT Service Management (ITSM) solutions continues to grow. While Hornbill ITSM is a popular choice, there are several other robust alternatives that offer better or more advanced features and capabilities.

Read on to discover the perfect fit for your IT service management needs.

Hornbill is an ITSM software designed to help your IT teams manage IT services and support operations. It provides communication tracking, configuration management, service reporting, IT asset management, and release & deployment management, all from a single centralized database.

However, its reporting functionality can be complex, making extracting data easily and straightforwardly difficult. This can be a challenge for your team if they generate reports on a regular basis.

The drawback isn’t limited to this; below listed are some other limitations that come along with this software:

• While the tool does offer basic asset-tracking functionality, teams who require more extensive customization options may need to explore alternative ITSM tools that better meet their needs.
• The navigation system can be confusing. While the tool offers various search and filter options to help users locate information, some may still find it difficult to navigate the system to find what they need. This can lead to frustration and time consumption, particularly when finding specific information or tickets.

Various ITSM tool alternatives in the market cater to different organizational needs, ranging from cost-effective options to highly customizable solutions. In this article, we've listed down the top 8 alternatives to Hornbill ITSM that you should consider for your organization's IT needs.

List Of 8 Alternatives To “Hornbill ITSM” Tool

We've compiled a list of top IT service management (ITSM) tools to help your IT teams automate workflows, manage employee experiences, and streamline their IT processes.

1. Zluri

When employees receive a promotion, change departments, or move to a different location, they typically need access to new SaaS applications to fulfill their new role. So, they request app access by raising tickets. It looks quite simple, but what if ten or more employees request the appropriate tools to perform their job?

The process becomes quite difficult to handle. And without a proper system in place, these access requests may become overwhelming for your IT admin and may get lost in the queue.

Zluri provides a self-serve model, “Employee app store” (EAS), to assist your IT teams in streamlining app approval management. It provides a comprehensive view of all raised tickets, conveniently displayed on a single dashboard. This lets your IT teams effectively track and address requests and queries, ensuring prompt resolutions.

EAS is a collection of approved and verified SaaS applications managed by the IT admin. This empowers employees with the flexibility to choose any application from the EAS and gain instant access.

To do so, they simply need to submit an access request, prompting immediate notification for the IT admin. The admin then verifies the employee's identity and grants secure access with just a few clicks.

This streamlined process saves time and effort for your IT admin and your employees, enhancing the employee experience by eliminating unnecessary waiting time.

However, the benefits don't end there. It is highlighted in Kuppingercole's report, that if the application requested by your employee is not available in the EAS, they can submit a request for it as well. This request undergoes a similar process but with a few additional steps.

The IT admin receives the raised request or ticket and carefully examines all application details, including threat level, risk score, compliance, etc. They then verify whether the application is secure enough to procure. If yes, it goes to Zluri’s SaaS buying team to negotiate and acquire applications at the best possible deals

Once successfully procured, the IT admin grants employees the appropriate level of access to the requested app.

On the other hand, if an application request is rejected due to pricing or security concerns, employees will receive notifications through comments. Additionally, any changes made to the request or alternatives suggested by approvers will be tracked in the \"Changelogs.\"

On top of that, you can also monitor the approval workflow with Zluri's timely audits and comprehensive reports that provide analytics on various aspects, including ticket resolution rates, approval request timelines, and more. These valuable insights aid in streamlining the approval workflow process.

Schedule a demo immediately to learn how Zluri can boost your organization's productivity and efficiency.

Pros

• Zluri allows you to tailor your dashboard view to your specific needs, giving you a personalized experience.
• Zluri has over 800 API integrations, enabling seamless connections with various systems. Hence, you can integrate it with multiple tools to gather all the needed data in one central location, simplifying your workflow.
• Your IT admins can set up automatic notifications with Zluri to alert them whenever a request is raised, ensuring nothing slips through the cracks.
• Zluri offers quick custom integrations with a turnaround time of just 36 hours, making it significantly faster than other comparable platforms.

Customer Ratings

• G2: 4.8/5
• Capterra: 4.9/5

2. Aisera

Aisera's IT service management (ITSM) is software that uses artificial intelligence (AI) to automate your IT service management tasks and improve employee service experience. Its AI service desk provides your employees with an exceptional service experience.

It is specifically built to integrate with your current help desk and ticketing system. With each interaction, the AI service desk learns and automates repetitive inquiries and workflows, ultimately increasing efficiency and reducing manual efforts to deliver service at a faster rate.

One of the key features of Aisera's AI service desk is its seamless self-service support, which allows for faster resolution at any time and on any device. This means that your employees can quickly and easily access the support they need without relying on traditional channels such as phone or email.

In addition, Aisera's AI service desk can resolve incoming requests automatically where it sees a pattern. This allows quicker resolution time and frees up your IT team to focus on more complex tasks. Thus, Aisera provides a comprehensive ITSM solution that streamlines processes and improves the overall employee service experience.

Pros

• The tool offers your IT teams outstanding chatbot experiences to address their queries quickly and efficiently.
• Additionally, it offers excellent visibility into performance metrics, enabling your IT teams to access the information they need at the click of a button.

Cons

• One of the drawbacks of the tool is its lack of automation and intelligence, which can lead to inefficiencies and longer processing times. This could potentially result in increased costs and a less streamlined workflow for your team.
• The tool's integration process can be time-consuming, causing your IT team to experience delays and frustration during implementation.

Customer Ratings

• G2: 4.5/5
• Capterra: 4.5/5

3. BMC Helix ITSM

BMC Helix ITSM is a comprehensive IT service management (ITSM) platform that offers automated templates, multi-cloud service management features, and an API for third-party integrations. Using a drag-and-drop interface, it enables your IT teams to efficiently manage predictive service management operations and create incidents, changes, and service availability-based reports. With context-based anomaly detection, reduces service downtime and provides clear visibility to critical issues.

BMC Helix ITSM also offers an API, enabling your IT teams to integrate the platform with several third-party solutions such as Kovair, Ivanti, Apptio, and more. With the built-in dashboard, they can use a drag-and-drop interface to create incidents, changes, service availability-based reports, and data visualizations.

Pros

• One of the major advantages of this software is its simple and easy-to-use layout, which makes tracking information a straightforward and simple task for your team.
• Its ability to centralize all of the company's IT demands is a significant advantage. You get a comprehensive overview of all upcoming incidents and changes in progress, enhancing the tool's effectiveness.
• The software's impressive filtering capabilities provide highly specific results, enhancing its usefulness and effectiveness.

Cons

• When the number of tickets on the database increases, it can become a time-consuming process to retrieve the old tickets or generate certain reports, which could be a potential limitation for your team.
• Sometimes it logs out automatically, and your team has to search for tickets using specific queries, which can be an inconvenient and time-consuming experience.

Customer Ratings

• G2: 3.7/5
• Capterra: 4.1/5

4. HaloITSM

Halo ITSM is a robust IT service management (ITSM) platform designed to help you streamline your overall IT operations. It offers features such as incident management, problem management, change management, and asset management to enhance the efficiency and effectiveness of your IT teams.

It simplifies the entire incident lifecycle, from creating tickets to resolving issues. With its advanced features, your IT admin can effortlessly update the status of incidents and access relevant details such as ticket ID, issue summary, priority level, and creation date.

Further, the platform offers service delivery features that align with ITIL and offers incident management, knowledge base management, and a self-service ticket portal. With these features, your IT teams can efficiently manage ongoing issues and access detailed information for swift resolutions.

This solution helps your team provide consistent and reliable services to customers and employees while also providing valuable insights to enhance service delivery.

Pros

• One of the significant pros of the tool is its ease of implementation, which makes it quick and straightforward for your team to set up and start using.
• Its dashboard provides you with a clear and concise overview of help desk statistics. This feature enhances the tool's usability by enabling you to easily monitor and track help desk metrics.

Cons

• The tool can be challenging and somewhat tricky to configure, which may require your team’s additional time and effort to set up properly.
• It supports limited integration with other products, which may require your team to invest additional time and resources to integrate the tool with other systems.

Customer Ratings

• G2: 4.8/5
• Capterra: 4.7/5

5. Ivanti ITSM

Ivanti Neurons for ITSM is a cutting-edge monitoring solution that responds to real-time incidents, without needing agents installed in the monitored systems. It provides 24/7 monitoring for infrastructure, applications, services, and processes, helping your team detect and address issues quickly.

Ivanti ITSM also offers an end-to-end service management platform that empowers your IT teams to streamline and optimize their service management processes with automation and flexibility. With this platform, they can automate, optimize, and adapt the service management processes effortlessly. The tool's user-friendly interface provides a drag-and-drop workflow automation feature that enables them to deliver quality service swiftly.

Additionally, the platform offers a community forum and exceptional support, ensuring that your team gets the assistance they need to resolve any issues quickly and efficiently.

Pros

• One of the advantages of this tool is its high level of customization, allowing your team to make adjustments to even the smallest details according to their specific needs and preferences.
• Another benefit of this tool is its user-friendly interface, making it easy for your team to navigate and use without any complications.

Cons

• A few of the tool's features appear to be hastily built or integrated from other tools, which can result in a disjointed user experience for you and your team.

Customer Ratings

• G2: 4.2/5
• Capterra: 3.8 /5

6. Invgate Service Desk

The Invgate Service Desk offers a user-friendly IT service management solution that simplifies handling intricate service-related processes. When coupled with Invgate Insights, your IT teams can easily view software and hardware related to each incident, streamlining the troubleshooting process. This versatile IT help desk ticketing system comes in both cloud and on-premise versions and boasts impressive security features, as well as robust functionality and adaptability.

With InvGate, your teams can take advantage of an extensive suite of capabilities, including an IT service desk with problem and change management, hardware and software tracking, knowledge base and self-service portals, inventory risk detection, and more. InvGate can be quickly configured to meet your unique infrastructure requirements.

The platform also includes advanced data analysis tools that provide management reports and insights into critical key performance indicators, enabling you to improve business processes, reduce waste, and increase efficiency. Thus, InvGate is a robust and flexible solution that empowers teams to deliver exceptional service and optimize their operations.

Pros

• If you’re looking for an affordable option that wouldn’t burn a hole in your pocket, this can be ideal.
• It is no way behind when it comes to offering an easy-to-reach customer support service. Thus, your team need not worry about the problem resolution part any longer.
• It also provides your team with a user-friendly interface, which makes it easier for them to handle.

Cons

• If your team prefers to use mobile devices for work-related tasks, the tool does not have a mobile application available for Android and IOS users, limiting accessibility and convenience for you and your team.
• If your team requires extensive interactivity with other tools or systems, the solution may not be appropriate for them. Its built-in integrations with other platforms are somewhat limited, potentially creating challenges for its workflow.

Customer Ratings

• G2: 4.6/5
• Capterra: 4.7/5

7. Jira Service Management

Jira Service Management is an innovative IT service management solution, previously called Jira Service Desk. It is an ITSM platform that offers end-to-end assistance to your team (clients, partners, and employees). It smoothly interacts with Jira software to improve communication between your development and IT teams.

With Jira Service Management, you can obtain greater visibility into your infrastructure and better understand your service dependencies.

It offers a knowledge base that can empower to access self-service options, saving time and resources. Further, it automates IT processes to help your team streamline repetitive tasks while enabling them to accomplish more tasks in less time.

Pros

• Jira allows your IT teams to accurately track and manage individual issues across the organization by assigning unique identifiers. This helps them save a lot of time and address the required issues as soon as possible.
• The platform is intuitive and user-friendly, making it easy for your team to use without requiring extensive documentation or training.

Cons

• Due to the abundance of customization options, it can be a bit complex for your team to set up initially, potentially requiring significant time and effort to get up and running.

Customer Ratings

• G2: 4.2/5
• Capterra: 4.4/5

8. SolarWinds Service Desk

Solarwinds service desk is an innovative IT service management solution that facilitates you in providing top-notch service to your employees. Its advanced AI and ML capabilities simplify IT services and empower employees to be self-sufficient.

It empowers you to provide exceptional service experiences to your organization’s workforce. This state-of-the-art IT service management software expedites efficiency and provides you enhanced visibility into the services requested and provided across your organization. Hence, making continuous process improvement and greater productivity achievable for you.

With unparalleled agility and scalability, SolarWinds Service Desk enables your IT teams to promptly and consistently provide your employees with the required services to carry out their work effectively.

Pros

• SolarWinds service desk provides your team with a dashboard customization feature that helps them monitor the tickets of a particular department in the form of charts without having to look into the tickets of other departments. This can be a big time saver when your team has to revert to selected tickets.
• It gives your IT teams the ease of creating automated workflows, making the product easy to use, and creating efficiencies by automating mundane manual processes.

Cons

• It doesn't provide your team with an efficient search functionality feature, making it difficult for them to find the closed tickets.
• If you are looking for a tool with customizable reporting capabilities, then this isn’t the perfect fit. It comes with very few reporting features that might pose challenges for your team.

Customer Ratings

• G2: 4.3/5
• Capterra: 4.6/5