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."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"We have found change management and CMDB to be very useful."
"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."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"Simplicity of Change Manager."
"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."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"The pricing of the solution could be better. It's a bit high."
"I have a problem with the way the solution's price is calculated."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"The high price is a huge barrier in Portugal."
"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."
"Its stability and pricing need improvement."
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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, IBM Maximo and Appian. See our Hornbill Systems Supportworks vs. ServiceNow report.
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