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Hornbill Systems Supportworks vs Ivanti Service Desk [EOL] comparison

Hornbill Systems and Ivanti are both solutions in the IT Service Management (ITSM) category. Additionally, 50% of Hornbill Systems users are willing to recommend the solution, compared to 88% of Ivanti users who would recommend it.
Hornbill Systems Supportworks
Read 2 Hornbill Systems Supportworks reviews
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  • 104 Comparison Views
50% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Hornbill Systems Supportworks and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2025).
Buyer's Guide
IT Service Management (ITSM)
March 2025
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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
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (30th), IT Service Management (ITSM) (34th)
Ivanti Service Desk [EOL]
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
8
Ranking in other categories
No ranking in other categories
 

Featured Reviews

it_user1262703 - PeerSpot reviewer
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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Sayed Munir - PeerSpot reviewer
Beneficial connectors, useful service requests, and setup straightforward
I previously used ManageEngine. I switched because the Ivanti Service Desk has a lot of integrations and connectors which are beneficial. There are a lot of minute details where Ivanti Service Desk has an advantage over ManageEngine. For example, in ManageEngine ITSM we cannot integrate it with Oracle ERP. However, in Ivanti Service Desk we can integrate it with ERP solutions to fit in the user details, and other required objects we want. That's one of the biggest differentiators. Additionally, Ivanti Service Desk gives a lot of customization while in ManageEngine a lot of elements are hardcoded. We cannot customize it up to the minute level.
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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 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 is highly configurable with PinkVERIFY status."
"The initial setup was quite simple; installing just took a few minutes."
"Incident management is a valuable feature."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management and service request management features are the most valuable."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The tool supports a lot of standard reporting KPIs."
 

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."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"The interface can be improved. It can be made more interactive for self-service users."
"You must be very technical to configure it."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
 

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."
Information not available
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Top Industries

By visitors reading reviews
No data available
Government
18%
Healthcare Company
13%
Manufacturing Company
10%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Ivanti Service Desk ?
The tool supports a lot of standard reporting KPIs.
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What needs improvement with Ivanti Service Desk ?
The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not ab...
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What is your primary use case for Ivanti Service Desk ?
Basically, we use it for service management from the financial side of things.
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Comparisons

ServiceNow vs Hornbill Systems Supportworks Logo
ServiceNow vs Hornbill Systems Supportworks
Compared 100% of the time
More Hornbill Systems Supportworks Competitors
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Product Reports

Buyer's Guide
IT Service Management (ITSM)
March 2025
Hornbill Systems Supportworks reportDownload Hornbill Systems Supportworks product report
Buyer's Guide
IT Service Management (ITSM)
March 2025
Ivanti Service Desk [EOL] reportDownload Ivanti Service Desk [EOL] 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

Deliver outstanding IT support services to employees and customers.

Ivanti
 

Sample Customers

Aylesbury Vale District Council
MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
Buyer's Guide
IT Service Management (ITSM)
March 2025
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