Alemba Service Manager vs Hornbill Systems Supportworks comparison

Alemba and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #24 with an average rating of 7.0, while Hornbill Systems is ranked #35. Alemba holds a 0.8% mindshare in ISM, compared to Hornbill Systems’s 0.5% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

Alemba Service Manager

Read 3 Alemba Service Manager reviews

384 Views
221 Comparison Views

100% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

140 Views
104 Comparison Views

50% willing to recommend

Alemba Service Manager

Hornbill Systems Supportworks

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Hornbill Systems Supportworks and Alemba Service Manager are competing IT service management solutions. Alemba Service Manager holds a stronger feature set, offering superior value despite its higher cost.

Features: Hornbill Systems Supportworks offers customizable workflows, real-time collaboration tools, and flexibility in user settings. Alemba Service Manager provides advanced automation, robust reporting, and comprehensive integration capabilities.

Ease of Deployment and Customer Service: Hornbill Systems Supportworks allows for cloud and on-premise deployment along with 24/7 customer support. Alemba Service Manager offers a similar deployment model but includes a dedicated support manager providing more tailored assistance.

Pricing and ROI: Hornbill Systems Supportworks generally has a lower initial setup cost appealing to budget-conscious buyers. Alemba Service Manager, though higher in setup cost, offers a swift ROI due to its automation efficiencies, resulting in substantial long-term value.

To learn more, read our detailed Alemba Service Manager vs. Hornbill Systems Supportworks Report (Updated: April 2025).

Buyer's Guide

Alemba Service Manager vs. Hornbill Systems Supportworks

April 2025

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Helped 847,625 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

Alemba Service Manager

Ranking in IT Service Management (ITSM)

24th

Average Rating

7.4

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Hornbill Systems Supportworks

Ranking in IT Service Management (ITSM)

35th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (30th)

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.8%, down from 0.8% compared to the previous year. The mindshare of Hornbill Systems Supportworks is 0.5%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

reviewer1099623

ICT Analyst at a energy/utilities company with 5,001-10,000 employees

Fulfills all IT management needs, simple setup, but could be more user-friendly

Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.

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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

"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."

"The workflow is very good, as well as customizable."

"Incident Management is the most valuable feature of the solution."

"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."

Cons

"The product should improve its ability to integrate with third-party tools."

"The reporting needs to be improved."

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."

"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."

Pricing and Cost Advice

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."

"The product is much cheaper than ServiceNow."

"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

Government

20%

Computer Software Company

14%

Non Profit

10%

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Alemba vFire?

Incident Management is the most valuable feature of the solution.

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What needs improvement with Alemba vFire?

The product should improve its ability to integrate with third-party tools. The service portal should be customizable.

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What is your primary use case for Alemba vFire?

The product is used for incident management, change management, and request management. We can store assets like people, machines, and processes in CMDB. We can also use the solution to see the cha...

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Comparisons

ServiceNow vs Alemba Service Manager

Compared 69% of the time

BMC Helix ITSM vs Alemba Service Manager

Compared 31% of the time

More Alemba Service Manager Competitors

ServiceNow vs Hornbill Systems Supportworks

Compared 100% of the time

More Hornbill Systems Supportworks Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download Alemba Service Manager product report

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download Hornbill Systems Supportworks product report

Also Known As

vFire

Supportworks

Interactive Demo

Alemba

Demo not available

Hornbill Systems

Overview

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Rapid Start expedites deployment with a pre-built database, and no-code process development simplifies workflow creation.

ASM offers organizational transformation by enhancing workflows, ensuring standardization, and adapting to departmental needs.

ASM fits any global business managing information. Our competitive and unique pricing model takes into account different levels of participation in organizations, offering a solution for everyone.

Alemba

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

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington

Aylesbury Vale District Council

Buyer's Guide

Alemba Service Manager vs. Hornbill Systems Supportworks

April 2025

Free Report: Alemba Service Manager vs. Hornbill Systems Supportworks

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