Hornbill

01/04/2026

Everyone’s talking about agentic AI…but what does it really mean? And why should service desk analysts and IT managers care?

We break it down in plain language. 👇

https://bit.ly/4m3TwyB
https://bit.ly/4m3TwyB

What is agentic AI? How does it work? And what does it mean for your service desk? Read this article for a clear explanation

18/02/2026

“80% of the issues users raise are now handled through automation, self-service, or strong knowledge articles.”

This isn’t just happening in one organisation – it’s a trend Jaro Tomik (Chief Technologist, Digital Enablement at |CDW UK is seeing across many of the organisations he’s speaking to. And he’s asking an important question:

Will this become the norm?

Watch the full clip here to see how organisations are creating a strong foundation to avoid AI failure. https://bit.ly/46yaChV

13/02/2026

stages to prepare you data

11/02/2026

AI in service management has a knowledge problem.

Everyone wants the benefits, smart virtual agents, automation, faster resolution but AI is only as good as the knowledge, data, and service definitions you feed it. If your knowledge is fragmented, outdated, or still stuck in people’s heads, AI won’t fix it. It will amplify the chaos.

That’s the real AI knowledge dilemma:

AI needs high‑quality, structured knowledge to work well
Most organisations are still struggling with the basics of knowledge management

So instead of asking, “Which AI tool should we buy?” a better question is, “What will our AI actually be learning from?”

This is exactly what Jaro Tomik and Nigel Martin dig into in this short conversation.

Hear the full conversation
👉
https://bit.ly/46uenVj

02/02/2026

Hornbill's codeless workflow automation makes your onboarding process seamless and stress-free - ensuring your new employees have everything they need on day one. You can deliver the best onboarding experience, every time.

Change work forever with codeless enterprise automation, Automate up to 90% of customer interaction and 80% of workloads.

30/01/2026

London Borough of Brent streamlined IT services with Hornbill.

What do they love most? The simple UI, quick service improvements, and no-code administration.

Discover more about their transformation journey: https://hubs.li/Q03--fK00

28/01/2026

71% of IT people say they’re burnt out.*
65% say they’re struggling with the demands put on them.*
IT automation lightens the load and takes pressue off.

Read this to find out about IT automation as a solution to burnout:
https://hubs.li/Q03--dKl0

*https://hubs.li/Q03--9Lm0

How to use automation to escape the gravitational pull of daily operations work—and evolve IT from service provider to innovation powerhouse.

27/01/2026

92% of employees say a good employee experience boosts performance.
64% say they would leave their current employer for one offering a better employee experience.

Find out more about why EX should be at the top of your agenda

https://hubs.li/Q03--c9Y0

26/01/2026

Hornbill ITSM powers IT services in more London Borough councils than any other vendor.

Source: Xcession survey of UK councils: https://hubs.li/Q03--bv40

23/01/2026

Read about Hornbill customer experiences in their own words.

"The biggest thing for me is the ease of designing and building business processes. The scope for automation and integration is great."

Read the full story:

The biggest thing for me is the ease of designing and building business processes. The scope for automation and integration is great.