We performed a comparison between Hornbill Systems Supportworks and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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 like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The Workflow feature is the most valuable."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"Very easy to implement and to respond to my clients' needs."
"The most valuable feature is that this is a Cloud solution."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"This solution is a single-storage for our user community to submit help desk tickets."
"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 challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"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."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"I would like to see a mobile version of ServiceNow."
"Its stability and pricing need improvement."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software 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.
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