We performed a comparison between Hornbill Systems Supportworks and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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 allows us to filter the data, create graphs, and get detailed reports."
"The solution's initial setup process is easy."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"You can scale the solution."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're 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."
"Licensing costs are very high."
"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."
"I have a problem with the way the solution's price is calculated."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"Service mapping could be less complicated."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. Hornbill Systems Supportworks is rated 7.0, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Hornbill Systems Supportworks is most compared with , whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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