Hornbill Systems Supportworks vs Serviceaide ChangeGear comparison

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Executive Summary

We performed a comparison between Hornbill Systems Supportworks and Serviceaide ChangeGear based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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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"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

More Serviceaide ChangeGear Pros →

Cons
"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."

More Hornbill Systems Supportworks Cons →

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

More Serviceaide ChangeGear Cons →

Pricing and Cost Advice
  • "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."
  • More Hornbill Systems Supportworks Pricing and Cost Advice →

    Information Not Available
    Ranking
    35th
    out of 59 in Help Desk Software
    Views
    174
    Comparisons
    135
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    31st
    out of 59 in Help Desk Software
    Views
    280
    Comparisons
    198
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.
    Comparisons
    Also Known As
    Supportworks
    Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
    Learn More
    Overview
    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.

    ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution. 

    Sample Customers
    Aylesbury Vale District Council
    Oakwood Systems Group
    Top Industries
    No Data Available
    REVIEWERS
    Financial Services Firm25%
    Healthcare Company25%
    Marketing Services Firm13%
    Educational Organization13%
    Company Size
    No Data Available
    REVIEWERS
    Small Business20%
    Midsize Enterprise7%
    Large Enterprise73%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Hornbill Systems Supportworks is ranked 35th in Help Desk Software while Serviceaide ChangeGear is ranked 31st in Help Desk Software. Hornbill Systems Supportworks is rated 7.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". Hornbill Systems Supportworks is most compared with ServiceNow, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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