Share your experience using Hornbill Systems Supportworks

We use the product as an incident management tool and receive alerts via email. 

In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier.

The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices.

Our development team has been trying to implement similar functionalities in ServiceNow for the past three to four months, but so far, these features have not been successfully integrated. Splunk even provides a wireless call feature from the mobile. 

I have been using the product for three years. 

The tool is scalable. My company has 80 users. 

We haven't contacted the technical support team yet. 

The solution is expensive. 

If you're starting with ServiceNow, you don't need to worry too much about documentation or complex setups at the beginner level; it's not overly difficult. I'd advise you to start exploring it. Focus on customizing your homepage to suit your needs using ServiceNow's filters. For instance, if your homepage currently displays twenty fields, you can adjust the filters to show only the five to ten fields most important to you.

I rate it a nine out of ten. 

I use it for incident recording based on your inventory.

It helps us detect incidents quickly so we can improve our SLA performance and solve issues faster. This makes our customers happy.

We also use it for asset management. We get some information and data, but now we don't use the full asset management features. We mainly use it to record information about assets like computers and applications.

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly.  

We'd like to integrate our workflows with the incident management, so we use it to manage our work better.

We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard.

So, response speed and workflow improvements.

I have been using it for five years. 

The stability is okay. There have been many incidents in the servers where the stability was low. 

I would rate the stability an eight out of ten.

It is a scalable product. I would rate the scalability a five out of ten. It is in the middle. 

The customer service and support are good. 

Positive

The setting up process is not quite easy. It's quite difficult.

Sometimes, we need to contact support and discuss things with our tenant administrator. There’s some back and forth to get things added correctly.

I would rate the pricing an eight out of ten, with one being cheap and ten being expensive. 

We spend a lot. It is expensive. 

Overall, I would rate the solution an eight out of ten. It is a good product.