List of Hornbill IT Service Management Customers
London, EC2A 4NE,
United Kingdom
Since 2010, our global team of researchers has been studying Hornbill IT Service Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Hornbill IT Service Management for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Hornbill IT Service Management for IT Service Management include: Halfords Group, a United Kingdom based Retail organisation with 12000 employees and revenues of $2.22 billion, Mid And South Essex Nhs Foundation Trust, a United Kingdom based Healthcare organisation with 16871 employees and revenues of $1.88 billion, Aesseal, a United Kingdom based Manufacturing organisation with 1950 employees and revenues of $480.0 million, Shaw Trust United Kingdom, a United Kingdom based Non Profit organisation with 5124 employees and revenues of $409.0 million and many others.
Contact us if you need a completed and verified list of companies using Hornbill IT Service Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Aesseal | Manufacturing | 1950 | $480M | United Kingdom | Hornbill | Hornbill IT Service Management | IT Service Management | 2018 | n/a |
In 2018, AESSEAL implemented Hornbill IT Service Management. The deployment replaced an on premises Supportworks deployment to unify global support teams and to improve IT self service and workflow automation across the organization, with explicit rollout activity reported in the US, India and South Africa.
The Hornbill IT Service Management implementation concentrated on request tracking, automated workflows and a self service portal, applying standard incident and request management capabilities and workflow automation to route approvals and assign tasks. Configuration work included service request orchestration and automated task handoffs to reduce manual routing and to provide end to end visibility of request status.
Operational coverage extended beyond IT into HR, Marketing and Facilities where AESSEAL extended automated workflows to handle cross functional requests and approvals, enabling consistent ticket handling and handoffs across departments. Adoption increased across AESSEAL sites in the US, India and South Africa as teams began using the Hornbill platform for multi department service requests.
Governance moved toward centralized support ownership with standardized processes and escalation policies to keep ticket lifecycle management consistent across regions. Outcomes reported by AESSEAL included increased global adoption, improved request tracking and the ability to extend automated workflows into HR, Marketing and Facilities, reflecting a broader use of Hornbill IT Service Management for enterprise service orchestration.
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Halfords Group | Retail | 12000 | $2.2B | United Kingdom | Hornbill | Hornbill IT Service Management | IT Service Management | 2018 | n/a |
In 2018 Halfords Group implemented Hornbill IT Service Management. Hornbill IT Service Management was deployed to provide centralized IT Service Management and to serve as the group case management system, aligning the application with IT service delivery and case handling functions.
The deployment configured standard ITSM functional modules including incident management, service request management, change management, a service catalog and a knowledge base, with Hornbill tailored to support case management workflows. Workflow automation was applied to ticket routing, SLA assignment and template driven request fulfillment, and role based queues were used to segregate work by support function and approval level.
Operational coverage included IT support, customer service and store support teams within Halfords Group in the United Kingdom, with Hornbill IT Service Management acting as the authoritative system for case records referenced by relevant authorities. Governance and process changes established standardized incident lifecycles, approval gates for change requests and centralized catalog governance to ensure consistent routing and resolution practices.
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Mid And South Essex Nhs Foundation Trust | Healthcare | 16871 | $1.9B | United Kingdom | Hornbill | Hornbill IT Service Management | IT Service Management | 2021 | n/a |
In 2021, Mid And South Essex Nhs Foundation Trust deployed Hornbill IT Service Management to unify IT service desk, ITOM workflows, self-service and IT asset management across three hospitals in South East England. The Hornbill IT Service Management deployment focused on delivering a unified service catalog and live chat capability to front-line clinical and operational staff.
The implementation included configuration of case management for the service desk, automated ITOM workflow orchestration, a staff-facing self-service portal, and an IT asset management module. Service catalog configuration and live chat routing were instrumented to streamline triage and accelerate resolution workflows.
Operational coverage was explicitly the three hospital sites in South East England, bringing IT operations, service delivery and asset lifecycle teams onto a single IT Service Management platform. The project centralized ticket handling and asset records within Hornbill IT Service Management to standardize incident and request processes across sites.
Governance emphasis centered on a unified service catalog and standardized ticket handling to promote self-service and consistent case escalation. The deployment achieved 70% self-service adoption, doubled IT case throughput with the same headcount, and reduced average response time by 10x within the implementation timeframe.
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Non Profit | 5124 | $409M | United Kingdom | Hornbill | Hornbill IT Service Management | IT Service Management | 2023 | n/a |
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