Cherwell Service Management vs Hornbill Systems Supportworks comparison

Ivanti and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #27, while Hornbill Systems is ranked #35. Ivanti holds a 0.7% mindshare in ISM, compared to Hornbill Systems’s 0.5% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

658 Views
256 Comparison Views

80% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

140 Views
104 Comparison Views

50% willing to recommend

Cherwell Service Management

Hornbill Systems Supportworks

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Cherwell Service Management and Hornbill Systems Supportworks compete in the IT service management space. Cherwell holds an advantage with customization for complex workflows, whereas Hornbill offers strong integration capabilities for seamless connectivity.

Features: Cherwell Service Management's key features include advanced customization options, a highly flexible process designer, and tailored solutions for specific workflows. Hornbill Systems Supportworks provides extensive integration abilities, effective automation features, and superior connectivity across systems.

Ease of Deployment and Customer Service: Cherwell Service Management offers straightforward on-premise deployment and knowledgeable support throughout the setup. Hornbill Systems Supportworks provides a cloud-based deployment model with commendable customer service, appealing to organizations preferring cloud solutions.

Pricing and ROI: Cherwell Service Management has a higher initial setup cost with ROI driven by customization. Hornbill Systems Supportworks presents a more budget-friendly setup with perceived good ROI from streamlined integrations and reduced disruptions, offering long-term benefits.

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

Buyer's Guide

Cherwell Service Management 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

Cherwell Service Management

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Hornbill Systems Supportworks

Ranking in Help Desk Software

30th

Ranking in IT Service Management (ITSM)

35th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 0.7%, down from 1.2% 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

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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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

"The dashboard is very useful to get a quick overview of current tasks."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"All our activities are carried out in the one place."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The most valuable features are problem management and change management."

"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 stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"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

"For an ITIL user, the cost is probably about 50 bucks a month."

"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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847,625 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

65%

Computer Software Company

Government

Healthcare Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

ServiceNow vs Cherwell Service Management

Compared 100% of the time

More Cherwell Service Management 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 Cherwell Service Management product report

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download Hornbill Systems Supportworks product report

Also Known As

No data available

Supportworks

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

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

Ausenco, Highlights for Children, B/E Aerospace

Aylesbury Vale District Council

Buyer's Guide

Cherwell Service Management vs. Hornbill Systems Supportworks

April 2025

Free Report: Cherwell Service Management vs. Hornbill Systems Supportworks

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