We just raised a $30M Series A: Read our story

Hornbill Systems Supportworks OverviewUNIXBusinessApplication

Hornbill Systems Supportworks is #20 ranked solution in top IT Service Management (ITSM) tools and #27 ranked solution in top Help Desk Software. IT Central Station users give Hornbill Systems Supportworks an average rating of 6 out of 10. Hornbill Systems Supportworks is most commonly compared to ServiceNow:Hornbill Systems Supportworks vs ServiceNow. The top industry researching this solution are professionals from a computer software company, accounting for 35% of all views.
What is Hornbill Systems Supportworks?
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 Supportworks was previously known as Supportworks.

Buyer's Guide

Download the IT Service Management (ITSM) Buyer's Guide including reviews and more. Updated: November 2021

Hornbill Systems Supportworks Customers
Aylesbury Vale District Council
Hornbill Systems Supportworks Video

Pricing Advice

What users are saying about Hornbill Systems Supportworks pricing:
  • "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."

Hornbill Systems Supportworks Reviews

Filter by:
Filter Reviews
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
Showingreviews based on the current filters. Reset all filters
AM
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Real User
Top 10
Excels in call logging and call flows but is limited in terms of scalability

Pros and Cons

  • "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'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."

What is our primary use case?

We're an IT service provider within the NHS and we use it for call logging, change management, problem management, CMDB, etc. We basically use the ITSM toolset, to service our user base.

What is most valuable?

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. 

What needs 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.

The self-service and knowledge base are weak aspects of the solution. These need to be improved. We typically use other products to supplement this to try and help us meet those demands.

For how long have I used the solution?

We've been using the solution for about eight years.

What do I think about the stability of the solution?

The solution is fairly stable. However, it begins to struggle a bit when you grow beyond a certain amount of users. It had worked quite well for us for eight years; it's just recently that we've begun to hit the limitations of the product.

What do I think about the scalability of the solution?

The solution is fairly scalable, although after eight years we've hit a bit of a threshold in terms of the number of users the system can manage. We have about 200 support providers on the solution currently and about 18,000 end users.

How are customer service and technical support?

The technical support that has been provided to us has been quite good. We've very satisfied with the level of support we've been provided.

Which solution did I use previously and why did I switch?

We did previously use a different solution, but that was eight years ago, so I'm not sure of what it was.

How was the initial setup?

The initial setup was fairly straightforward. Deployment only took about three weeks. It was a while ago since we set it up, however, I do remember it being fairly easy. Only two people were needed for deployment.

What about the implementation team?

We had our own in-house team handle the implementation with the assistance of Hornbill.

What was our ROI?

We've definitely seen an ROI. 

We've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period.

What's my experience with pricing, setup cost, and licensing?

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.

What other advice do I have?

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. 

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.