Hornbill Systems Supportworks Reviews

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Real User
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Jan 26 2020

What is most valuable?

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.

What needs improvement?

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 self-service and knowledge base are weak aspects of the… more»

What's my experience with pricing, setup cost, and licensing?

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.

Which solution did I use previously and why did I switch?

We did previously use a different solution, but that was eight years ago, so I'm not sure of what it was.

What other advice do I have?

I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more… more»


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Hornbill Systems Supportworks Questions

What is Hornbill Systems Supportworks?

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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Hornbill Systems Supportworks customers
Aylesbury Vale District Council
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