Hornbill Systems Supportworks Overview

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.

Hornbill Systems Supportworks is also known as Supportworks.

Hornbill Systems Supportworks Buyer's Guide

Download the Hornbill Systems Supportworks Buyer's Guide including reviews and more. Updated: February 2021

Hornbill Systems Supportworks Customers
Aylesbury Vale District Council
Hornbill Systems Supportworks Video

Pricing Advice

What users are saying about Hornbill Systems Supportworks pricing:
  • "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."

Hornbill Systems Supportworks Reviews

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Adam-Morris
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Real User
Jan 26, 2020
Excels in call logging and call flows but is limited in terms of scalability

What is our primary use case?

We're an IT service provider within the NHS and we use it for call logging, change management, problem management, CMDB, etc. We basically use the ITSM toolset, to service our user base.

Pros and Cons

  • "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."
  • "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."

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 scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a…
Buyer's Guide
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