We performed a comparison between Hornbill Systems Supportworks and SCSM 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."
"The most requested feature from our customers is the helpdesk ticketing system."
"This solution is easy to use."
"I've used SCSM a lot, and its features are valuable."
"The most valuable feature is the reporting of incidents."
"Many more features than other comparable products."
"It is one of the most stable solutions in the market."
"It is quite scalable."
"The reporting is very good."
"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."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"I have found SCSM not adequate enough to carry out some functions."
"Mobile application integration would be an improvement."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
More Hornbill Systems Supportworks Pricing and Cost Advice →
Earn 20 points
Hornbill Systems Supportworks is ranked 35th in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. Hornbill Systems Supportworks is rated 7.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Hornbill Systems Supportworks is most compared with ServiceNow, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
