We performed a comparison between Hornbill Systems Supportworks and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"Many more features than other comparable products."
"The most requested feature from our customers is the helpdesk ticketing system."
"The solution is quite easy to integrate with other Microsoft products."
"This product has helped our organization by allowing people to connect with each other."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The reporting is very good."
"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."
"We would like to see a web-based interface that works on mobile devices."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"Mobile application integration would be an improvement."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while SCSM is ranked 14th in Help Desk Software with 23 reviews. Hornbill Systems Supportworks is rated 7.0, while SCSM is rated 7.0. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Hornbill Systems Supportworks is most compared with ServiceNow, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Hornbill Systems Supportworks vs. SCSM report.
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