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Hornbill Systems Supportworks vs Spiceworks comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
666
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (32nd)
Spiceworks
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
47
Ranking in other categories
Help Desk Software (15th), IT Asset Management (12th), IT Infrastructure Monitoring (44th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
it_user1262703 - PeerSpot reviewer
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.
Rohit Samel - PeerSpot reviewer
Account Manager Enterprise Sales at Navdeep Technologies Pvt.Ltd
Cloud storage with no hardware needed and great comprehensive reports
The software is cloud-based, so I do not need to store any data locally. It is a fully software-based solution, eliminating the need for investment in hardware. We have the capability to create reports as needed. It is good software to use, as there were no incidents where I needed to contact technical support. Additionally, it is free software.

Quotes from Members

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

Pros

"It has improved the efficiency and reliability of the data in the systems."
"We have never not had a yearly ROI; we've always greatly exceeded the cost of, or the investment in, the tool and it is saving us more than millions of dollars a year."
"Automation is very important if you want to grow your business to the next level because of the transparency, speed, and scalability for any organization."
"As a solution for process automation, it's been very easy for us to use, and I don't think that we could have done it with any other solution."
"I think most of the keystroke level activities that users used to do in probably the last five years is now taken care completely by Automation Anywhere and similar RPA providers."
"The return on investment we see from Automation Anywhere is significant; particularly, the FTE savings represent a big return."
"Object Cloning is the most valuable feature I have found for automating a website or a process that includes multiple mouse clicks."
"The development tools are very good. It's very user-friendly and easy to develop and deploy with Automation Anywhere. Ordinary people, within a few weeks, can develop a bot using the tool."
"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."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"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."
"SpiceWorks is an easy to install and maintain inventory and help desk system for SMBs and it's free!"
"It's easy to understand."
"Considering this is AdWare this is a very good product with all the right tools for a medium sized IT department."
"The price, as it's free."
"Customer Service: Over 10/10 as the user network is incredibly active."
"If you are a small – medium sized business you cannot go wrong with using Spiceworks to help you provide an A+ IT support as it is free."
"It helps us to monitor our network activity real time, and it shows the actual map."
"We have taken this from a central location and expanded our reach over 8 different companies with around 1000 devices all reporting to one location, and I have had no issues and do not foresee any as we continue to expand and install SpiceWorks at our remaining customers."
 

Cons

"In Automation Anywhere, the logging process is manual."
"The user interface should be enhanced to make things simpler for the user."
"I would definitely say Citrix automation is one area we have continued to struggle with for the last two months."
"In the Microsoft Excel features, it needs a command to wait for a calculation to complete."
"The process discovery side needs improvement."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up."
"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence."
"They could improve the learning curve."
"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."
"The main issue we had with the Spiceworks was always performance related."
"Right now, if you have >2000 endpoints in Spiceworks, you will probably hate using it just because it's so bogged down."
"I am a bit emotionally triggered and pissed off because of it because it's wasting my time and it's not what I want."
"Deployment is easy but getting the full details on every networked component can be a challenge."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows."
"I do remember the process for adding an SSL certificate to be a little convoluted."
"I would not recommend running Spiceworks on a desktop machine for long, I have had to reboot the services more often than I would like."
"The SNMP sniffer requires a lot of work to get right."
 

Pricing and Cost Advice

"Our costs are approximately between $5,000 to $10,000 per license."
"We purchase on a bot basis. Our costs are approximately $5,000."
"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"We have saved customers 400% in terms of time saved by implementing this product."
"The Automation Anywhere license is affordable and not complex."
"Time and monetary savings can range from 20 to 90 percent."
"Our annual licensing costs are about $500,000."
"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."
"It's free."
"The product is free! Get it now."
"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."
"The tool is cheap."
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Comparison Review

it_user174738 - PeerSpot reviewer
IT Developer at a tech services company with 51-200 employees
May 31, 2015
Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor
I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Construction Company
14%
Outsourcing Company
9%
Manufacturing Company
9%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
No data available
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise14
Large Enterprise10
 

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...
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...
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.
Ask a question
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What needs improvement with Spiceworks?
I am unable to provide suggestions for improvement at this moment, however, I can provide feedback later. Currently, ...
What is your primary use case for Spiceworks?
If our customers need backup support, we can work with them and provide it. Whatever solution the customer requires, ...
What advice do you have for others considering Spiceworks?
It performs its intended functions. We may use it, but perhaps not for ourselves, but for our customers, potentially ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Supportworks
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Aylesbury Vale District Council
Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
Find out what your peers are saying about Hornbill Systems Supportworks vs. Spiceworks and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.