Hornbill Systems Supportworks vs ServiceNow comparison

Hornbill Systems and ServiceNow are both solutions in the IT Service Management (ITSM) category. Hornbill Systems is ranked #33, while ServiceNow is ranked #1 with an average rating of 8.5. Hornbill Systems holds a 0.6% mindshare in ISM, compared to ServiceNow’s 25.8% mindshare. Additionally, 50% of Hornbill Systems users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

130 Views
107 Comparison Views

50% willing to recommend

ServiceNow

Read 216 ServiceNow reviews

12,271 Views
8,029 Comparison Views

92% willing to recommend

Hornbill Systems Supportworks

ServiceNow

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and Hornbill Systems Supportworks compete in the IT service management solutions category. ServiceNow often holds an advantage with extensive customization and integration capabilities, while Hornbill Systems Supportworks is preferred for intuitive design and straightforward deployment.

Features: ServiceNow features comprehensive workflow automation, extensive integration capabilities, and a wide range of modules covering ITIL processes. It appeals to large enterprises with its broad feature set. Hornbill Systems Supportworks focuses on ease of configuration, intuitive processes, and collaborative team dynamics, offering a more streamlined experience for smaller to mid-sized businesses.

Ease of Deployment and Customer Service: ServiceNow provides a rich ecosystem but requires a more involved setup and technical expertise. Hornbill Systems Supportworks emphasizes a simplified, rapid deployment model supported by customer-friendly service, valued for quick implementation needs.

Pricing and ROI: ServiceNow involves higher initial setup costs and ongoing investment, tailored for businesses prioritizing expansive service management capabilities. Hornbill Systems Supportworks offers attractive pricing suitable for tighter budgets, facilitating quicker ROI for small to mid-sized organizations focused on essential functionalities.

To learn more, read our detailed Hornbill Systems Supportworks vs. ServiceNow Report (Updated: January 2025).

Buyer's Guide

Hornbill Systems Supportworks vs. ServiceNow

January 2025

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Helped 831,265 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

Hornbill Systems Supportworks

Ranking in Help Desk Software

31st

Ranking in IT Service Management (ITSM)

33rd

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

216

Ranking in other categories

IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Mindshare comparison

As of January 2025, in the IT Service Management (ITSM) category, the mindshare of Hornbill Systems Supportworks is 0.6%, up from 0.2% compared to the previous year. The mindshare of ServiceNow is 25.8%, down from 27.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

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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Somnath Kand

Team Lead at LTI - Larsen & Toubro Infotech

Custom integration and reporting lead to efficient ticket management

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

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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."

"We always get good support."

"It's a straightforward and effective approach that minimizes the need for extensive explanations."

"Easy to integrate with third-party applications."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

"ServiceNow is easy to use."

"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."

"The solution has a user-friendly interface."

More ServiceNow pros

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."

"The discovery of assets could be improved; right now they only allow for one domain."

"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."

"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."

"If you have advanced questions, technical support often doesn't know the answer."

"Needs additional software titles and easier normalization."

"They need to be providing vendors and implementation partners with materials and guidance on implementation."

"Very expensive."

"There is room for improvement in price."

More ServiceNow cons

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."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

"It is an expensive platform."

"The solution is expensive."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"The price is okay for us. It's reasonable."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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831,265 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

27%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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Earn 20 points

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

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What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

Comparisons

No data available

BMC Helix ITSM vs ServiceNow

Compared 8% of the time

Microsoft Power Apps vs ServiceNow

Compared 8% of the time

Pega Platform vs ServiceNow

Compared 7% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Appian vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

January 2025

Download Hornbill Systems Supportworks product report

Buyer's Guide

ServiceNow

December 2024

Download ServiceNow product report

Also Known As

Supportworks

No data available

Learn More

Hornbill Systems

ServiceNow

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.

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

Aylesbury Vale District Council

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

Hornbill Systems Supportworks vs. ServiceNow

January 2025

Free Report: Hornbill Systems Supportworks vs. ServiceNow

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