JIRA Service Management and Hornbill Systems Supportworks are competing in IT service management. JIRA Service Management has an edge with its features but Hornbill Systems Supportworks is seen as a more complete product, making it a worthwhile investment.
Features: JIRA Service Management enhances agile project management capabilities and integrates seamlessly with other Atlassian products, benefiting organizations using the Atlassian suite. Its support for streamlined IT workflows and incident management further distinguishes it. Hornbill Systems Supportworks offers robust automation tools, along with extensive customization options, making it suitable for tailored IT processes. Its powerful reporting features provide significant insights, adding value to its IT service management capabilities.
Ease of Deployment and Customer Service: Hornbill Systems Supportworks features a flexible deployment model with both cloud and on-premises options, coupled with comprehensive customer service. JIRA Service Management ensures smooth deployment, particularly in cloud environments, leveraging Atlassian's vast support resources.
Pricing and ROI: JIRA Service Management provides competitive pricing for cloud solutions with a favorable ROI due to efficient integration and automation. Hornbill Systems Supportworks, with potentially higher initial costs, delivers substantial ROI through customizable features and operational efficiencies.
We used Jira's free version for some time.
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.