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."
"It has an excellent capability to integrate different access points."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"The solution is stable, scalable and easy to use."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"The pricing of the product is quite good. It's not too expensive."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The Workflow feature is the most valuable."
"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."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"The utilization of AI in ServiceNow needs enhancement."
"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."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"The interface is not user-friendly."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
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Hornbill Systems Supportworks is ranked 39th 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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