CA Service Operations Insight [EOL] vs Hornbill Systems Supportworks comparison

The compared Broadcom and Hornbill Systems solutions aren't in the same category. Hornbill Systems is ranked #36 in ISM , and holds a 1.0% mindshare. Additionally, 100% of Broadcom users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

CA Service Operations Insig...

Read 6 CA Service Operations Insight [EOL] reviews

100% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

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421 Comparison Views

50% willing to recommend

CA Service Operations Insig...

Hornbill Systems Supportworks

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between CA Service Operations Insight [EOL] and Hornbill Systems Supportworks based on real PeerSpot user reviews.

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Buyer's Guide

CRM

February 2026

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Helped 881,757 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

CA Service Operations Insig...

Average Rating

8.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Hornbill Systems Supportworks

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (36th), IT Service Management (ITSM) (36th)

Featured Reviews

it_user558297

Technology Architect at a tech company with 10,001+ employees

The integration and the presentation layer are valuable. It needs some work in the stability area.

I rated this product highly because it does what it is supposed to do, and it's configurable and adaptable, but it still needs some work. What exactly it needs to improve is too complicated to answer. I'd have to think about that for awhile, so I can't really think about that.

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it_user1262703

Service Desk Team Leader at a healthcare company with 5,001-10,000 employees

Excels in call logging and call flows but is limited in terms of scalability

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 bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

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Product Reports

Buyer's Guide

CRM

February 2026

CA Service Operations Insight [EOL] report

Download CA Service Operations Insight [EOL] product report

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download Hornbill Systems Supportworks product report

Also Known As

CA SOI

Supportworks

Overview

CA Service Operations Insight is comprehensive service management software designed to help IT and engineering manage the quality and availability of online services more effectively. This solution helps make your operations less of a technology silo-monitoring team and more business-aligned. CA Service Operations Insight is a customer relationship management system that provides a holistic visualization of the components across technology domains that deliver services to your customers by correlating data from a wide variety of CA and multi-vendor monitoring tools. By moving beyond traditional business service management solutions, our service management software helps you pinpoint what could be threatening to your service delivery. Through cross-domain IT operations analytics, this next-generation customer relationship management system helps your operations staff take specific actions appropriate to your business priorities.

Broadcom

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

Sample Customers

Lexmark, HCL Technologies, Banese

Aylesbury Vale District Council

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We monitor all CRM 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.