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."
"ServiceNow was the first true enterprise to service management platform."
"I like the ease of use."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"The most valuable feature is the flexibility of development for customization."
"ServiceNow is easy to use and has a user-friendly interface."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"It is robust and very user-friendly."
"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 can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"The utilization of AI in ServiceNow needs enhancement."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"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."
"I have a problem with the way the solution's price is calculated."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"An area for improvement would be the accessibility of downloaded and compressed files."
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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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