Hornbill Systems Supportworks vs ServiceNow comparison

Hornbill Systems and ServiceNow are both solutions in the IT Service Management (ITSM) category. Hornbill Systems is ranked #35, while ServiceNow is ranked #1 with an average rating of 8.5. Hornbill Systems holds a 0.5% mindshare in ISM, compared to ServiceNow’s 24.2% 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

140 Views
104 Comparison Views

50% willing to recommend

ServiceNow

Read 217 ServiceNow reviews

10,417 Views
7,111 Comparison Views

92% willing to recommend

Hornbill Systems Supportworks

ServiceNow

Comparison Buyer's Guide

Download the report

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: April 2025).

Buyer's Guide

Hornbill Systems Supportworks vs. ServiceNow

April 2025

Download the complete report

Helped 847,772 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

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

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

217

Ranking in other categories

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

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Hornbill Systems Supportworks is 0.5%, up from 0.3% compared to the previous year. The mindshare of ServiceNow is 24.2%, down from 27.4% 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.

Read full review

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.

Read full review

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 actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."

"It's great to do statuses or to review tasks."

"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."

"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."

"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."

"I like that it's always up and running."

"Simplicity of Change Manager."

"The return on investment is good when implementing for ourselves and for other clients."

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 technical support SLA can be improved because sometimes they take a long time to answer our queries."

"Service mapping could be less complicated."

"It's too complicated and there are too many options."

"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."

"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."

"The product’s standard user experience is not the best."

"It is annoying that ServiceNow keeps on changing back to Quebec every six months."

"The solution’s user interface could be improved and given a better design."

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."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

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

"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."

"The licensing expenses are excessively high."

"It has a higher cost compared to local/regional solutions."

"The setup cost is high compared to others, especially when the scope is not fixed."

"They could be more competitive with their licensing."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

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.

See recommendations

847,772 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

Ask a question

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...

See all answers

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 ...

See all answers

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 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 6% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download Hornbill Systems Supportworks product report

Buyer's Guide

ServiceNow

March 2025

Download ServiceNow 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

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.”

ServiceNow

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

April 2025

Free Report: Hornbill Systems Supportworks vs. ServiceNow

Find out what your peers are saying about Hornbill Systems Supportworks vs. ServiceNow and other solutions. Updated: April 2025.

DOWNLOAD NOW

847,772 professionals have used our research since 2012.

See our Hornbill Systems Supportworks vs. ServiceNow report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

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.