Hornbill

13/08/2026

Most organisations are still evaluating service management platforms using criteria designed for a different era.

Service management has expanded beyond IT. AI is reshaping how services are delivered and supported. Governance, data readiness, workflow orchestration and adaptability are now critical buying considerations.

Our new briefing paper explores what modern IT leaders should look for when evaluating their next platform:

📘 Download the guide here: https://hubs.li/Q04qG4Ss0

12/08/2026

AI readiness is service management maturity by another name

Discover why AI readiness depends on mature service management, reliable knowledge, integrated workflows, strong governance and quality data.

Discover why AI readiness depends on mature service management, reliable knowledge, integrated workflows, strong governance and quality data.

12/08/2026

In this short customer video, Adam Toms, Service Management Lead at YTL Group, explains how Hornbill helped their teams reduce IT call volumes from 200–300 calls a day to around 40–50 — while growing self-service significantly.

By creating a single portal and bringing multiple teams onto one platform, YTL Group, including Wessex Water, has been able to improve access to services and drive the right user behaviours.

🎥 Watch the video to hear how they’re using Hornbill to:

reduce call demand
expand self-service
support multiple teams through one portal
scale enterprise service management
Watch now: https://hubs.li/Q04qGd8b0

11/08/2026

AI and automation can create real value, but only if the right foundations are in place first.
Our new guide looks at why governance, data quality, service transition maturity, and resilience need to come before scaling transformation in the public sector. It also explores the growing mismatch between the capabilities many organisations are hiring for and the capabilities they now need.

Download the guide: https://bit.ly/3UbfPIN

10/08/2026

After almost 20 years using a legacy Supportworks system, the London Borough of Merton modernised its IT service management with Hornbill.

In this customer story, Angela Wint, IT Customer Support and Services Manager, explains how Merton Council uses Hornbill as a digital self-service platform for incident management, service requests, asset management, change management and CAB, and end-user self-service.

Watch the video: https://hubs.li/Q04qD-330

07/08/2026

Looking to scale service delivery without adding complexity? Hornbill’s IT Automation Playbook explores how IT organisations can reduce repetitive tasks, improve consistency, and give teams more time to focus on higher-value work. A useful read for IT leaders looking to improve efficiency and support growth in a practical, sustainable way.

Download the playbook here:
🔗 https://hubs.li/Q04qD-sY0

06/08/2026

Employees don’t want “self-service” for the sake of it — they just want help, quickly and easily.

No complicated portals. No endless clicking around. Just a simple way to ask in plain language and get an instant answer, update, fix, or approval.

Our latest guide explores why AI is becoming the new front door for self-service.

Read it here 👇
https://hubs.li/Q04qDQtT0

05/08/2026

When service management is easy to use, adoption follows.

That’s one of the key takeaways from Housing 21’s experience with Hornbill. In this video, Dan Brown, Head of IT Operational Services, explains how a simple, intuitive platform is helping support both staff and end users — while also enabling growth beyond IT.

Watch the full video here:
https://hubs.li/Q04qFfLK0

04/08/2026

AI readiness is now central to the business case.

Discover why strong data, knowledge, processes and governance are essential for sustainable AI value.
https://hubs.li/Q04rPH730

04/08/2026

McDonald's People Services had a clear goal: modernise how they support employees and their people technology without needing a team of developers behind the scenes.

In this short clip, Will Good, People Services Help Desk Team Leader for Data & Technology, shares why Hornbill works so well for his team: easy to administer, simple to use, backed by strong documentation, and supported by a responsive team.

If you’re leading an HR or shared services function and want a platform your team can manage and evolve with confidence, this is worth a look.

👉 Watch the full video here: https://hubs.li/Q04qDPLY0