Hornbill Systems Supportworks vs ServiceNow comparison

Hornbill Systems and ServiceNow are both solutions in the IT Service Management (ITSM) category. Hornbill Systems is ranked #38, while ServiceNow is ranked #1 with an average rating of 8.6. Hornbill Systems holds a 0.6% mindshare in ISM, compared to ServiceNow’s 22.1% mindshare. Additionally, 50% of Hornbill Systems users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

289 Views
179 Comparison Views

50% willing to recommend

ServiceNow

Read 223 ServiceNow reviews

26,973 Views
7,552 Comparison Views

91% willing to recommend

Hornbill Systems Supportworks

ServiceNow

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and Hornbill Systems Supportworks compete in the IT service management solutions category. ServiceNow often holds an advantage with extensive customization and integration capabilities, while Hornbill Systems Supportworks is preferred for intuitive design and straightforward deployment.

Features: ServiceNow features comprehensive workflow automation, extensive integration capabilities, and a wide range of modules covering ITIL processes. It appeals to large enterprises with its broad feature set. Hornbill Systems Supportworks focuses on ease of configuration, intuitive processes, and collaborative team dynamics, offering a more streamlined experience for smaller to mid-sized businesses.

Ease of Deployment and Customer Service: ServiceNow provides a rich ecosystem but requires a more involved setup and technical expertise. Hornbill Systems Supportworks emphasizes a simplified, rapid deployment model supported by customer-friendly service, valued for quick implementation needs.

Pricing and ROI: ServiceNow involves higher initial setup costs and ongoing investment, tailored for businesses prioritizing expansive service management capabilities. Hornbill Systems Supportworks offers attractive pricing suitable for tighter budgets, facilitating quicker ROI for small to mid-sized organizations focused on essential functionalities.

To learn more, read our detailed Hornbill Systems Supportworks vs. ServiceNow Report (Updated: August 2025).

Buyer's Guide

Hornbill Systems Supportworks vs. ServiceNow

August 2025

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Helped 865,295 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

Hornbill Systems Supportworks

Ranking in Help Desk Software

37th

Ranking in IT Service Management (ITSM)

38th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.4

Reviews Sentiment

6.8

Number of Reviews

223

Ranking in other categories

IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Mindshare comparison

As of August 2025, in the IT Service Management (ITSM) category, the mindshare of Hornbill Systems Supportworks is 0.6%, up from 0.3% compared to the previous year. The mindshare of ServiceNow is 22.1%, down from 26.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

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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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Quotes from Members

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

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."

"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."

"This solution is a single-storage for our user community to submit help desk tickets."

"It is user-friendly and simple to use."

"Identifies better ways to license software or eliminate unused software to save money."

"It can scale well if you are managing IT assets."

"It allows us to filter the data, create graphs, and get detailed reports."

"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."

"For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features."

More ServiceNow pros

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."

"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."

"System deployment and automation capabilities could be within the platform, similar to competitors."

"Its stability and pricing need improvement."

"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."

"ServiceNow claims to help a lot, but once you sell the product, it's as if you're on your own."

"The solution’s pricing is expensive and could be improved."

"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."

"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."

More ServiceNow cons

Pricing and Cost Advice

"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."

"This is a pretty expensive product, so the licensing could be better."

"I have found the solution very expensive."

"Certainly, from a product-platform perspective, the price is not too bad."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

"It is fairly expensive."

"The solution is expensive."

"They could be more competitive with their licensing."

"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

13%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

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What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

August 2025

Download Hornbill Systems Supportworks product report

Buyer's Guide

ServiceNow

July 2025

Download ServiceNow product report

Also Known As

Supportworks

No data available

Overview

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

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow

Sample Customers

Aylesbury Vale District Council

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

Hornbill Systems Supportworks vs. ServiceNow

August 2025

Free Report: Hornbill Systems Supportworks vs. ServiceNow

Find out what your peers are saying about Hornbill Systems Supportworks vs. ServiceNow and other solutions. Updated: August 2025.

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