We performed a comparison between BMC Helix ITSM and Hornbill Systems Supportworks 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."Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The digital workplace is appealing."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"It provides a good user experience."
"Technical support has been fine."
"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."
"I would also love to see consistency across all consoles."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"They could be more responsive to feedback from their community board."
"Needs less infrastructure requirements."
"The search feature and the dashboard could both be improved."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Hornbill Systems Supportworks is ranked 38th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Hornbill Systems Supportworks is rated 7.0. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow. See our BMC Helix ITSM vs. Hornbill Systems Supportworks report.
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