We performed a comparison between Hornbill Systems Supportworks and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"The analytics - we like to keep track of how much work everyone is doing."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"We used ServiceNow for change management, release management, and event management."
"Makes ticket information easy to access."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"ServiceNow's mobile app should be seamless and it is not right now."
"The solution’s user interface could be improved and given a better design."
"Licensing costs are very high."
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Hornbill Systems Supportworks is ranked 38th in IT Service Management (ITSM) while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Hornbill Systems Supportworks is rated 7.0, while ServiceNow is rated 8.4. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Hornbill Systems Supportworks is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo. See our Hornbill Systems Supportworks vs. ServiceNow report.
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