GLPI by Teclib vs Hornbill Systems Supportworks comparison

Why PeerSpot?

Teclib' and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Teclib' is ranked #4 with an average rating of 8.1, while Hornbill Systems is ranked #32. Additionally, 100% of Teclib' users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

Hornbill Systems Supportworks and GLPI by Teclib are competing IT service management solutions. Data indicates GLPI by Teclib holds an advantage due to its robust feature set, making it attractive despite higher potential costs.

Features: Hornbill Systems Supportworks provides comprehensive case management with automation capabilities and efficient service processes. GLPI by Teclib stands out with extensive asset management, advanced ticketing features, and holistic IT service management capabilities, suiting larger or more complex IT infrastructures.

Ease of Deployment and Customer Service: Hornbill Systems Supportworks offers straightforward cloud-based deployment requiring less technical resources and provides dedicated customer service for integration. GLPI by Teclib offers open-source deployment, appealing to those seeking customization along with community support, catering to different deployment preferences.

Pricing and ROI: Hornbill Systems Supportworks features a clear pricing structure focused on operational efficiency, ensuring a return on investment. GLPI by Teclib's open-source model offers cost benefits in setup while possibly incurring costs for premium features, delivering high perceived ROI for businesses valuing comprehensive IT management.

To learn more, read our detailed GLPI by Teclib vs. Hornbill Systems Supportworks Report (Updated: September 2026).

Buyer's Guide

GLPI by Teclib vs. Hornbill Systems Supportworks

September 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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reviewer2875632

IT Manager at a retailer with 1-10 employees

Structured workflows have improved ticket resolution and have prevented hardware losses

The two best features GLPI by Teclib offers are the inventory management and the help desk ticketing system. Having equipment history linked to user support tickets has made resolving issues much faster and easier. The inventory feature saves me time because I don't have to ask users for their equipment details as the specs are already in the system. With the ticketing system, having a full history of past uses allows us to solve repeat problems much faster without starting from scratch. The knowledge base feature is really useful for documenting solutions to common issues so team members don't have to troubleshoot the same problem twice. GLPI by Teclib has positively impacted my organization by bringing structure and clarity to our daily work. Before GLPI by Teclib, support requests were chaotic, but now everything is centralized. It has improved our response time, reduced user downtime, and helped us keep total control of our IT assets. The ticket resolution time is much faster now because we can easily track and prioritize incidents. We haven't lost any hardware since we started using GLPI by Teclib because everything is registered and assigned to a specific user.

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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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Quotes from Members

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

Pros

"The most valuable features for us are the Image Recognition and Object Cloning. We used this feature to automate our web-based tasks with repetitive actions or complex conditions. These features are very easy to use and do not require you to have deep knowledge in programming to understand since it has a drop and drag feature used to control it."

"We are measuring ROI through quality: Reducing errors, saving time, and saving money."

"The IQ Bot is very impressive to us, as we have tried several tools in the industry and we have not been able to automate to the same level as provided by this solution."

"We have an automation that we just put in production where we are doing a double-blind quality review, and the bot is comparing the two entries and kicking out a large number of exceptions for human review, so we have saved a large number of hours every day by not having humans look at things that match."

"What I appreciate the most about Automation Anywhere is how easy it is to use."

"Automation Anywhere is the best."

"There are a lot of savings in terms of effort and time as well as costs."

"We can access it anywhere. E.g., I can access dashboard from my Control Room on my mobile app using Automation Anywhere."

More Automation Anywhere pros

"GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it."

"The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems."

"The product is very easy to deploy."

"The most valuable features of GLPI are asset management, asset tracking, asset reporting, and ticket management. We use it as a configuration management database (CMDB), which is very useful for impact assessment and change management. The license management feature is also beneficial because it is bundled with asset management. When an agent reports a certain set into the database, all the software running on that host or server is assessed, collected, and reported. This makes license management very useful. Since implementing GLPI, we've noticed that our IT operations are more stable. The tool allows us to manage changes in the environment more effectively by creating change requests for assets. GLPI supports our processes, allowing us to organize IT operations with custom forms and workflows, making it quite flexible. Although the deployment is still in progress, we see significant benefits in organizing our IT processes with this tool."

"The product is user-friendly."

"GLPI by Teclib has impacted my organization positively as it helps me organize everything with VIP access."

"GLPI by Teclib has positively impacted my organization by improving efficiency and workflows, especially after the monthly reviews, and we are managing to eliminate issues."

"GLPI by Teclib has positively impacted my organization by bringing structure and clarity to our daily work, improving our response time, reducing user downtime, and helping us keep total control of our IT assets."

More GLPI by Teclib pros

"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 is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."

"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."

Cons

"The marketing for Automation Anywhere has room for improvement."

"Some NLP AI is required to work in combination with RPA, especially for reading unstructured emails."

"Integration with other platforms may prove to be very interesting for us and others."

"One area where I think there's an opportunity to do things a lot better is in the analytics function. They do have a concept or product called Bot Insights. It hasn't worked for us. It isn't as plug and play as we were led to believe, which is unfortunate. I can absolutely understand the value, and the demonstrations that I've seen of Bot Insights are sensational. But, we just haven't been able to make it work. We've invested a lot of time and effort trying to make it work to no avail."

"Integration with secondary environments needs to be improved or enabled."

"The initial deployment and onboarding process was somewhat difficult, but once things stabilized, the experience became excellent."

"Enhancing the support tiers might be beneficial, and pricing has been a primary challenge, with a need for cheaper options and more tiered support."

"While the community provides a platform for interaction and resource sharing, not all training content aligns with the specific needs of developers."

More Automation Anywhere cons

"GLPI by Teclib can be improved, particularly about the notification."

"I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2."

"Scalability is difficult with GLPI by Teclib because it focuses on inventory and requires more features."

"I give it an eight because sometimes I had some communication failures and some inventories that would stop, and there were problems with Office 365 at the time, which is why I did not give a higher rating."

"The solution must be more flexible."

"The user interface of GLPI by Teclib could be more modern and intuitive."

"Compared to Zendesk, which is much more modern and simpler, GLPI, to be transparent, is quite old in terms of design."

"The solution has occasional lags and glitches."

More GLPI by Teclib cons

"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."

"Customer Service: I'd rate it as a 5/10 or 6/10."

Pricing and Cost Advice

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"It's a bit expensive compared to other RPA tools on the market."

"It is reasonable, but it can always be a little bit cheaper."

"It's cheapest among the competition, although bargaining is a must."

"Automation Anywhere is expensive, making it suitable only for enterprise organizations."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

More Automation Anywhere pricing and cost advice

"I have used the tool's open-source version...GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited."

"The solution's pricing is reasonable."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Manufacturing Company

12%

Government

12%

University

Outsourcing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

By reviewers
Company Size	Count
Small Business	11
Midsize Enterprise	7
Large Enterprise	2

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What needs improvement with GLPI by Teclib?

GLPI by Teclib already met my needs, as the last time I worked with it was in 2024. There are no necessary improvemen...

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What is your primary use case for GLPI by Teclib?

My main use case for GLPI by Teclib is equipment inventory. I can inventory the equipment by associating it with Acti...

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What advice do you have for others considering GLPI by Teclib?

All of the features I find useful in GLPI by Teclib have been covered. I give this product an overall rating of eight...

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

GLPI by Teclib

September 2026

Download GLPI by Teclib product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Hornbill Systems Supportworks product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Supportworks

Interactive Demo

Automation Anywhere

Demo not available

Teclib'

Demo not available

Hornbill Systems

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

GLPI by Teclib focuses on asset management and ticketing, utilizing agent-based asset tracking and offering integration with systems like Active Directory. It also serves as a CMDB, supporting functions such as financial and contract management alongside project tools and network monitoring.

GLPI by Teclib is leveraged for its comprehensive ITSM capabilities, allowing organizations to manage assets and support tickets effectively. It offers integration with LDAP and Active Directory for seamless asset tracking and ticket management. Financial tracking, contract management, and project tools bolster its functionality, while network monitoring and software inventory provide additional insights. Customization through plugins enhances its adaptability, operating efficiently across Linux servers. Despite challenges like plugin management and PHP issues, improvements in features such as communication error handling and permission flexibility can enhance its IT operations further.

What are the key features of GLPI by Teclib?

Asset Management: Tracks and manages company hardware and software assets efficiently.
Ticket Management: Streamlines user support through well-structured ticket handling.
CMDB: Offers a centralized configuration management database for IT infrastructures.
Financial Tracking: Monitors expenditures related to assets and IT services.
Contract Management: Simplifies tracking and managing vendor contracts and SLAs.
Project Tools: Assists in managing IT projects with integrated tools.

What benefits should users consider in reviews?

Customization: Adapts to team needs with extensive plugin support.
User Experience: Provides a comprehensive interface, enhancing ease of use.
ITSM Flexibility: Automation and notification features streamline workflow.
Stability: Promotes organized IT operations with robust tracking.
Data Visualization: Offers insightful data presentation for informed decision-making.

GLPI by Teclib finds application across industries for its extensive ITSM functionalities. IT departments in healthcare, education, and finance sectors rely on it for efficient asset management and support ticket handling. Its role as a CMDB aids organizations in maintaining detailed records of their IT environments, while financial tracking and contract management functionalities cater to stringent compliance and regulatory needs. Educational institutions leverage GLPI's project management and network monitoring capabilities to oversee IT services and infrastructure effectively.

Teclib'

Hornbill Systems Supportworks is a flexible IT service management tool designed to manage complex IT environments with ease.

Designed for IT service management, Hornbill Systems Supportworks facilitates efficient operation within complex environments. With customizable workflows and automation capabilities, it addresses detailed requirements for seamless process execution.

What are the standout features of Hornbill Systems Supportworks?

Customizable Workflow: Offers tailored workflows to fit precise IT management needs.
Automation Capabilities: Enhances efficiency through task automation, reducing manual intervention.
Integration Options: Supports integration with third-party applications, ensuring interoperability.
User Management: Streamlines user role assignments and access provisions.
Reporting Tools: Provides comprehensive reporting for data-driven decision-making.

What benefits can you expect when evaluating reviews of Hornbill Systems Supportworks?

Scalability: Adapts to growing business demands without performance issues.
Cost Efficiency: Lowers operational costs through automation and effective resource management.
Enhanced Productivity: Increases productivity by minimizing downtime and improving process flows.
Improved Service Delivery: Elevates the quality of IT services with enhanced management tools.
Time Savings: Reduces time spent on troubleshooting and routine tasks.

Hornbill Systems Supportworks is implemented across industries such as finance, healthcare, and education, where streamlined operations and reliable service management are critical. Its adaptability ensures it meets sector-specific compliance and operational challenges effectively.

Hornbill Systems

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Information Not Available

Aylesbury Vale District Council

Buyer's Guide

GLPI by Teclib vs. Hornbill Systems Supportworks

September 2026

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