Compare BMC Helix ITSM vs. Hornbill Systems Supportworks

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Most Helpful Review
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Find out what your peers are saying about ServiceNow, Atlassian, Microsoft and others in IT Service Management (ITSM). Updated: July 2020.
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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.

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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.

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Cons
In the next release, I would like to see AI used for classification or categorization.They could be more responsive to feedback from their community board.To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.

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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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Pricing and Cost Advice
If you are looking for some kind of professional services form the OEM then you would have to purchase that.

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Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution.

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13,938
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8,558
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
Views
232
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171
Reviews
1
Average Words per Review
691
Avg. Rating
6.0
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Remedy ITSM, Remedy, Helix RemedySupportworks
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BMC
Hornbill Systems
Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.
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Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityAylesbury Vale District Council
Top Industries
REVIEWERS
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company47%
Government8%
Comms Service Provider7%
Media Company6%
No Data Available
Find out what your peers are saying about ServiceNow, Atlassian, Microsoft and others in IT Service Management (ITSM). Updated: July 2020.
431,468 professionals have used our research since 2012.
BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 3 reviews while Hornbill Systems Supportworks is ranked 18th in IT Service Management (ITSM) with 1 review. BMC Helix ITSM is rated 9.4, while Hornbill Systems Supportworks is rated 6.0. The top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". 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, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas Hornbill Systems Supportworks is most compared with ServiceNow and JIRA Service Desk.

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