Skip to main content

Help us improve the Digital Marketplace - send your feedback

  1. Digital Marketplace
  2. Lot 2: Cloud software
  3. CDW Hornbill for ESM
CDW Limited

CDW Hornbill for ESM

Hornbill’s SaaS Enterprise Service Management (ESM) solution automates workflows and interactions across HR/IT/Facilities/Finance/Legal and other teams. 100% codeless setup and prebuilt forms/workflows/integrations enable rapid digital transformation of the service experience and quick automation of workloads. Replace calls/emails/spreadsheets with a unified web/mobile portal that customers love, and teams self-manage with ease.


  • Automate work, digitalise interactions with customers, employees, and suppliers
  • Replace multiple portals, support-numbers, spreadsheets, apps with a single solution
  • Web/mobile access replaces costly one-to-one interaction with scalable digital-experiences
  • Efficient and convenient service access, any device at any time
  • Empower customers to self-log, resolve, request via unified service catalog
  • Automate work with 100% codeless, drag-and-drop orchestration and automation
  • Eliminate manual-work across HR, Facilities, Security, IT, and other teams
  • 1000+ codeless integration connectors automate actions across your systems
  • Enterprise-wide collaboration and knowledge-sharing prevents time-wasted reinventing the wheel
  • Instant translation into 100+ languages


  • Improve work productivity across all teams with digital transformation
  • Make all work visible, trackable, and manageable
  • Automate routine workloads to accelerate your business transformation
  • Boost customer satisfaction with a consumer-like digital service experience
  • Consolidate multiple legacy tools into a single modern, cloud app
  • Pre-packaged workflows and 100% codeless setup get you going faster
  • Break down siloes and facilitate collaboration between teams
  • Automatic upgrades mean you always get the latest technology
  • Your customisations are always carried over with an upgrade
  • Flexible subscription model scales up and down as needed


£46.25 a user a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

7 9 9 6 1 6 6 1 9 6 7 8 5 7 5


CDW Limited Andy Wood
Telephone: 0161 837 7744

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
The Hornbill platform is kept up to date at all times. Updates are applied transparently and with no disruption to customers. Any maintenance that will impact service to a customer will only be carried out with agreement and a schedule secured from a 30 day advance notice, in order to undertake the work that has been agreed with each customer affected. Maintenance work is normally performed outside of normal working hours to ensure minimal disruption. Where urgent work, such as emergency fixes, security patches or other unforeseen maintenance work must be carried out, customers are kept informed with regular updates.
System requirements
Supported Web Browser: Microsoft Edge, Chrome, Firefox, or Safari

User support

Email or online ticketing support
Email or online ticketing
Support response times
Service Availability Support: 24x7x365 Application Support: 9am - 5:30pm, Mon - Fri Response Targets: Priority 1 - 15 mins Priority 2 - 30 mins Priority 3 - 4 hours Priority 4 - 8 hours Comprehensive support for all types of issues and defined SLA’s are available with the Premier and Concierge Success Plans.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Support levels
Essential – £Free. The Essential Success Plan is included in your subscription and offers 24x7 assistance via online reporting for critical service availability issues. Up to 3 named contacts can access the Hornbill Community and make use of knowledge resources, open-source integration tools and Hornbill API’s. Premier – £278 per month. The Premier Success Plan includes everything in Essential and provides 5 named contacts with access to Hornbill’s Customer Support Teams for formal application support for non-critical issues. Premier includes multi-instance support, defined Service Levels and 10 credits of Expert Services. A dedicated Success Team provides quarterly service delivery reviews and priority incident reports. Concierge – from £2,780 per month. The Concierge Plan includes everything in Premier and provides 10 named contacts with access to a Technical Account Manager, dedicated Product Specialist, weekly service delivery reviews and Development escalation priority. Concierge includes 100 credits of Expert Services and preferential rates on further expert services.
Support available to third parties

Onboarding and offboarding

Getting started
Hornbill for ESM is highly intuitive to use and administer. Hornbill’s implementation services provide customers with access to Hornbill Product Specialists, who transfer knowledge to enable users to become self-sufficient in configuring and integrating the software with other business systems. Product Specialists offer advice and assistance with: → Integration with your corporate e-mail system → Integration with your corporate directory service (typically AD or other LDAP based directory service using SAML 2.0) for Single Sign-On → Setting up/importing your users → Importing your contacts or other static data → Importing assets → Advice on how to set up WebHooks for real-time integration with other business systems → Setting up any aspects of the application(s) you have chosen to deploy on the Hornbill platform → Advice on customisations, settings, and what can (or cannot) be achieved according to your requirements. At the end of the implementation period, customers are typically self-sufficient, and have all the skills and knowledge required to administer and configure the software to meet their requirements, without the need for additional consultancy services.
Service documentation
Documentation formats
End-of-contract data extraction
Upon termination of the Call-Off contract, Hornbill will retain the Customer's Data for a period of 60 Days from the Date of Termination. Upon request, Hornbill will provide the Customer with a copy of this data in an industry standard machine readable format.
End-of-contract process
Upon termination of the Call-Off contract, Hornbill shall use reasonable endeavours to provide a copy of the customer’s data and documents within 20 working days. Such assistance may be subject to Hornbill’s terms and associated day rates for time and materials consultancy services. Hornbill will delete the customer specific data, backups and keys used to encrypt data for archiving purposes within 30-60 days of the termination date. Data may be retained up to 12 months for archival purposes for a one-off administrative fee.

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Standard service management functionality is available on both the mobile and desktop interfaces. However, a browser interface is required to access the administration interface and configure the solution.
Service interface
User support accessibility
WCAG 2.1 A
Description of service interface
Hornbill's service interface operates on any supported browser. Intuitive features, such as progressive capture, provide a consumer-like experience, so users require little or no training. Most aspects of the service experience can be customised, without the need for technical expertise or coding abilities. Hornbill for ESM includes numerous pre-packaged business processes with workflows that are ready to adapt to meet specific business needs.
Accessibility standards
WCAG 2.1 A
Accessibility testing
Hornbill understands that inclusion is a driving force behind innovation, and we are committed to enabling as many people as possible to use our products. We welcome the opportunity to cater for people with disabilities or impairments that present challenges when using online technologies. We are making good progress with accessibility but recognize there is further to go. Our development teams work with individuals within the user community who need to take advantage of accessibility options provided by the application and the browser. Feedback from users of assistive technology is prioritised and improved incrementally through Hornbill's continuous delivery approach. As we make further progress, we will continue to strive for inclusion and unlocking the potential for every member of our community.
What users can and can't do using the API
The Hornbill platform exposes all functionality through a single unified and fully documented web services API. The API is an XML RPC-style request/response messaging scheme, with all inputs and outputs fully described by XML Schema and on-line documentation. Simplified language bindings are provided to enable developers to easily integrate with projects built using JavaScript, PHP, C#.NET , Java and C++. Full API documentation for the API is available from Web Hooks, the opposite to an API call, is a call from Hornbill to a web endpoint of your choosing. Most application actions on a Hornbill instance can trigger an action-specific event when an action is performed. Hornbill can be configured to call to a web end point passing the action-specific data to the web service. This is a very powerful mechanism that enables near real-time integration with other business systems.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Hornbill’s unique business process engine and workflow orchestration drives manual and automated tasks, and seamless integration with enterprise systems to streamline the process of getting work done. The easy-to-use graphical interface enables 100% codeless customisation, allowing the complex operational processes to be configured without technical or specialist skills. Progressive Capture enables configuration of a series of logical workflow stages and activities, to shield users from complexity, and ensure that processes are followed reliably every time. Only users with adequate permissions can access the customisation domain and Hornbill guarantees that all customisations will continue to work when the service and software is updated.


Independence of resources
Hornbill for ESM is designed to accommodate enterprise-scale needs. The application scales horizontally though the addition of extra hypervisors and rack space. Hornbill can also quickly create an instance or a complete replica of the Hornbill infrastructure in Amazon Web Services (AWS), which means that capacity and scalability is never an issue.


Service usage metrics
Metrics types
Hornbill provides live service availability metrics online via - In addition, customers can access the Hornbill admin interface to track service usage information, such as Number of Subscribed Users, Basic Users, Mailboxes. Storage Usage is also available, including Total Usage, Disk Usage, Database Usage, and Last Audit Date/Time. Application Subscription Information is available reporting Applications Installed, Version Numbers, Installation Date, Number of Subscribed Users and Number of Subscriptions Available.
Reporting types
  • Real-time dashboards
  • Reports on request


Supplier type
Reseller providing extra support
Organisation whose services are being resold

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Hornbill will provide an export within 14 days of receipt of the Customer's request and can provide further copies, once every 90 days, at no additional cost. The data is archived, compressed, encrypted and placed on Hornbill servers. The Customer is notified by email and has 7 days to download the data. If more frequent downloads are required, Hornbill can provide a scheduled push of Customer data through an optional chargeable subscription add-on service called Hornbill Data Assurity. This service delivers a complete copy of the data to a cloud service controlled by the Customer e.g. Amazon S3.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Excel
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • Excel

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Hornbill is committed to delivering the best level of service possible. We are open and transparent about our service level performance, and honest when things go wrong. Our standard terms of service contractually commit to service availability of no less than 99.95%. Availability Service Credits are calculated on a monthly basis as a percentage of the Subscription Fee where the SaaS Service Availability falls below a certain threshold as shown below: - Between 99.94% and 98.95% - 2.5% Service Credit - Between 98.94% and 97.95% - 5% Service Credit - Between 97.94% and 96.95% - 10% Service Credit - Less than 96.95% - 20% Service Credit
Approach to resilience
Customer instances run on industrial strength fully redundant hypervisor based infrastructure.Emergency restore and recovery within 2 hours. Backups taken daily, weekly and monthly for each instance. Backups are cycled, so there is always one daily, weekly and monthly full backup available. Backups are taken without any service downtime. Instances are continuously replicated to backup servers in another data centre for full offsite data redundancy, and locally within the same data centre to facilitate fast recovery.
Outage reporting
A public dashboard is available at showing current status information and details of the past twelve months service availability, so customers can see how Hornbill performs against its operational targets. Uptime shown for the current month represents the availability for the current month to date and is updated daily.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
A valid username and password is required to access management interfaces and support channels. Hornbill operates a Named Support Contact policy and requests for support are accepted from nominated contacts only. A 'Named Account Authority' is responsible for operational changes, such as authorising adjustments to the numbers of subscribers and keeping Named Support Contact information up-to-date.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
British Standards Institute
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
No standard controls are excluded from Hornbill's ISO/IEC 27001 certification.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
ISO/IEC 27018:2014

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Hornbill is committed to preserving the confidentiality, integrity and availability of its physical and information assets. Hornbill’s Information Security Management System (ISMS) is ISO/IEC 27001:2013 certified. Physical Security includes external and internal HD CCTV cameras tied back to DVR systems, with backup to SAN storage. Proximity access control uses access card and biometric authentication. Mantrap uses ultrasonic technology for single person verification and intruder and door tampering alarms are in place with a secure managed loading dock. Physical access to Hornbill’s network operations centre is controlled by electronic door access and strict policies. All visitors to Hornbill are known entities, and must sign in to the building, and are always escorted when entering secured perimeters. Hornbill instances are security hardened at three levels. Only a subset of the Hornbill Cloud team has locked-down “physical” access to Hornbill instances to enable maintenance and investigation of any issues that arise. All changes to Hornbill instances are logged through a formal Change Request process and require authorisation before any change may be applied. Access to all systems is audited and reviewed on a regular basis to ensure that the strict controls in place are adhered to.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Change requests must provide sufficient information to support assessment. Cloud Service Manager (CSM) reviews changes in accordance with Hornbill’s risk management framework. Standard/minor changes are approved by the CSM. Emergency changes require CAB Executive approval. Significant/major changes are carried out in test environments, must include test plans, business and technical acceptance criteria, and back-out plans enabling rollback of configuration items to a working baseline. Email approvals from the CAB/Chief Technical Officer are attached to change requests for audit purposes. Significant/major changes Releases to production must be authorised by the CSM to ensure minimal impact on service availability and business continuity.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Hornbill evaluates strategic and operational risks on an ongoing basis. Risk assessments are carried out whenever there is a change to assets, scope of the Information Security System, code, or to the risk environment. The potential impact of each threat-vulnerability is assessed using the risk likelihood scale and risk levels are automatically calculated and recorded against the asset in the risk assessment register. Vulnerabilities are identified from multiple sources (vendor information, CVE/NIST lists and in-house testing) on weekly basis. CVE critical assessments are carried out on daily basis and are either resolved\patched or mitigated by process within 12 hours.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
All instances, services and hardware are monitored from several locations around the world. Over 100 metrics per instance are checked every 5 minutes, covering; performance, load, availability, capacity, sanity checks, security and backups . Any warnings are logged and escalated to Hornbill's Cloud Team, and response times are in accordance with the priority classification assigned to each incident: - Priority 1 (15 mins), Priority 2 (30 mins), Priority 3 (4 business hours), Priority 4 (1 business day). Customers are notified and any potential impact on service availability is published on the Cloud Services Platform Portal -
Incident management type
Supplier-defined controls
Incident management approach
Incidents are raised by customers with enhanced Success Plans though a form on Hornbill's website. The webform performs a high-level health-check on the customer’s instance once the customer details have been provided. The Support team confirms the request priority with the customer and provides a meaningful response to satisfy SLA response targets and subsequently works towards SLA resolution targets. Incident reports are available to customers through the self-service portal. If either the health-check or internal processes identify a critical issue affecting system availability, a major incident process is activated involving senior management personnel who project manage the issue to completion.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

Hornbill introduced flexible working for all staff in 2020, and in 2021 our carbon footprint reduced by 15.7 tonnes of CO2, and our energy consumption reduced by 15,000 kWhs. Hornbill’s Cloud Infrastructure Ecosystem complies with ISO 14001:2015 (the latest ISO standard for Environmental Management Systems), ISO 50001:2011 (the latest ISO standard for Energy Management) and complies fully with ISO 27001, 22301, 9001:2015, 45001 and OHSAS 18001, SOC1 Type 2 and SOC Type 2, as well as PCI DSS. Hornbill's UK Enterprise Client data resides in Equinix Data Centre, which complies fully with our ISO standards. Equinix is a recognised as leader in green innovation for data centres, managing six technologies to drive energy efficiency and sustainability: Adaptive Control Systems; Cold / Hot aisle containment; Energy efficient lighting; Fuel Cells; High temp chilled water set points and ASHRAE thermal guidelines. Carbon footprint for UK Enterprise Clients equates to maximum of 80.4kg CO2e or 345 kWhs annually. Our facilities use 100% Green Energy REGOs (Renewable Energy Guarantees of Origin) and environmental impact equates to 1 wind turbine running for 0.824 of 1 Day.
Covid-19 recovery

Covid-19 recovery

As the pandemic hit, Hornbill was better prepared than most businesses for the shift to remote working and digital collaboration, and we seamlessly shifted to a remote model overnight. How we collaborated did not change, as digital workspaces, group messaging, and agile communication were all in place before Covid hit. We immediately put into place dedicated digital environments with video conferencing and a ‘social distancing’ workspace to maintain office humour and interpersonal relationships. We facilitated social interaction to ensure our team maintained valuable interpersonal relationships, and our social committee put on several digital events to maintain staff morale. In addition to offering employee benefits such medical cover, we extended access to medical screening with private clinicians. Feedback from our staff on remote working and wellbeing, suggested an overwhelming preference to continue with this remote model, and post-pandemic, staff are free to choose flexible working patterns. This benefits people's wellbeing, productivity, and supports Hornbill in achieving its environmental and sustainability goals, while giving access to a wider talent pool that is not limited by commuting distance. Hornbill did not take advantage of furlough, or other government support schemes throughout the pandemic, and during the crisis, we continued recruiting. Staff who decided to return to their home countries were fully supported, and have continued working. Our software solutions support the digital transformation of back-office functions, and continual improvement of the employee experience, which are critical to Covid-19 recovery.
Tackling economic inequality

Tackling economic inequality

Hornbill’s recruitment practices, employment conditions, and staff benefits have been implemented to attract candidates from all backgrounds, improve their productivity, and minimise staff turnover. As a software developer, Hornbill provides opportunities for staff to progress their careers into high-growth areas and positions where skills are in short supply. When specific skills must be procured externally, Hornbill promotes opportunities for small businesses to collaborate on projects and transfer knowledge to the Hornbill team. Hornbill offers work experience and placement opportunities to students and graduates, and many of our staff with long tenures were employed through university placements. Hornbill’s remote working model (supported by our own technology) enables us to extend opportunities to staff regardless of location, and during 2020-21, we actively recruited staff from economically deprived areas. Our supply chain is structured to ensure alignment with our values, fairness, and participation by diverse businesses. Our technology enables process orchestration, automation, and integration to drive digital transformation of back-office functions and improve the employee experience. Our 100% codeless environment allows non-technical staff to tackle challenges within business units without on-going IT involvement or expensive technical skills. Hornbill’s Continuous Deployment approach ensures that new functionality is delivered regularly, keeping customers up-to-date, and future-proofing their investment. Hornbill cares deeply about security, quality, and highly available service provision. There is only one way to do this well, and that’s to have continued independent verification of the quality, operational and security practices we adopt and apply. We push ourselves for continuous improvement every day and as a result Hornbill has been accredited to industry standard and globally recognized levels of certification including SSAE60, ISO27001, ISO 27018, and Cyber-Essentials.
Equal opportunity

Equal opportunity

Hornbill is fully committed to equal opportunities in recruitment and employment. We oppose all forms of unlawful or unfair discrimination including those on the grounds of: Age, disability, HIV status, marital status, nationality (including citizenship), race, religion, sex, and sexual orientation. Hornbill treats all employees with dignity and respect to provide a working environment free from discrimination and conducts its affairs in a manner that is consistent with this aim. It is in the best interests of the company, and our people, to ensure that the human resources, talents, and skills available throughout the country are considered when employment opportunities arise. Every possible step will be taken to ensure that employees and job applicants are treated equally and fairly and that decisions on recruitment, selection, training, promotion, pay and career management are based solely on objective and job-related criteria. Criteria for dismissal, including redundancy, remain consistent with the provisions of our Disciplinary and Dismissals Procedure. Employees at all levels are responsible for ensuring that their conduct, in the exercise of Hornbill's affairs, is consistent with these equal opportunities policy. They must not: Discriminate against or harass colleagues, or job applicants, induce, or attempt to induce, other employees to practice unlawful discrimination, victimise individuals who have alleged, complained, or provided information about discrimination. Management and supervisors at all levels are expected to set an example in non-discriminatory behaviour and to ensure, as far as reasonably practicable, that employees act in accordance with this policy. Hornbill will treat seriously any breaches of this policy and all instances of actual, or alleged inappropriate behaviour will be fully investigated and may be subject to our disciplinary and grievance procedures. To achieve effective implementation of the policy, Hornbill will ensure that this Policy Statement is bought to the attention of all employees.


Hornbill is a family. We collaborate, and work as a unit, with strong interpersonal bonds, and an average employee tenure of 10+ years. We were well prepared for the shift to remote working before Covid entered the headlines. We seamlessly shifted to remote working overnight, as our digital workspaces, group messaging, and agile communication were already in place, enabling us to maintain office humour and interpersonal relationships. Our social committee arranged digital events to maintain staff morale. Hornbill’s collaboration platform offers instant visibility into staff engagement and wellbeing. Staff feedback suggests an overwhelming preference for remote working. Post-pandemic, Hornbill will continue to offer flexible working to promote wellbeing, improve productivity, and support our environmental and sustainability goals. Staff feedback is consistently measured to enable Hornbill to adapt to changes over time. Hornbill’s inclusive and accessible recruitment, development, and retention practices include guidance on recruiting, managing, and developing people with disabilities or health conditions. Hornbill offers a comprehensive benefits package, including 30-day holiday entitlement, pension, private medical insurance, income protection, life insurance, vision care, and social committee. Hornbill is actively involved in the local community. In 2020 and 2021 we fostered sporting talent to national levels in swimming, with athletes qualifying for UK and European competitions. As a good corporate citizen, Hornbill supports community initiatives. At a national level, we sponsor the RSPB, supporting their valuable works with habitat and endangered species. We have donated IT equipment to local schools, fostering social mobility to 850+ pupils. Hornbill executives offer free mentoring and consulting services to customer organisations, and staff are encouraged to volunteer, and integrate within the communities where we operate. On Glassdoor, Hornbill’s employee brand has a 4.7 / 5 rating. 96% would recommend the business and a 96% approval rating of CEO underlines the positive culture of the business.


£46.25 a user a month
Discount for educational organisations
Free trial available
Description of free trial
Hornbill's 30-day free trial includes training and a baseline trail implementation to demonstrate proof of value.
Link to free trial

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.