Hornbill Supportworks ITSM

Score8 out of 10

9 Reviews and Ratings

What is Hornbill Supportworks ITSM?

Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.

Categories & Use Cases

IT Service Management (ITSM)

Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4

ITSM reports and dashboards
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
Category average: 8.2
Asset management dashboard
Dashboard showing organization's software portfolio
Category average: 8.1
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9

Matthew Kermode View profile

Publishing Planner & Creative Asset Specialist - Global in Marketing at Bricks 4 Kidz (Calderdale & Kirklees) (1001-5000 employees employees)

Pros

Allocate requests to individuals
All issues, errors and fixes in one location
Shared process between multiple functions and locales

Cons

The interface is quite hard work, not very visually friendly
It all just feels a bit old fashioned and needs a reboot
This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.

Verified User

Partner in Information Technology (51-200 employees employees)

Pros

The system time-stamps actions (such as issue logged in/escalated/put on hold/resolved) which is useful
Email notifications are sent when the ticket (inquiry) is about to expire/breach SLA to the ticket owner or to notify the user that the inquiry has been placed on hold or resolved
There is a knowledge base search capability

Cons

The UI is very, very basic and is not designed with the user in mind
The system itself is pretty basic yet required a rather complex set up
Random and inconvenient glitches: when Supportworks is opened, it offers useful pop-up notifications when a ticket has been submitted/edited/closed. However, if the notification pop up appears whilst I am typing (an email, document - anything), it overrides any kind of typing. This means that unless you touch-type with your eyes constantly glued to the screen, it is possible to miss the override moment

Return on Investment

The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based

Verified User

Manager in Information Technology (10,001+ employees employees)

Pros

Manages a large amount of data without slowdown or issues.
Reliable platform for incident and problem management.
API usage for linking to other systems is basic but useable.

Cons

User interface is somewhat old fashioned.
Cost of having Hornbill install updates is annoying as updates that we try and instal ourselves often fail.
Cost of support is too high.

Return on Investment

Higher cost of support that we think the product is worth.
Ease of use and low training needs for new starters.
Simple to set up and use.
Able to cope with large amounts of data.
Stable and reliable.
Hornbill not always good at listening to their users.

Other Software Used

ManageEngine Password Manager Pro, SolarWinds Server & Application Monitor, SolarWinds IPAM, SolarWinds Log & Event Manager, SolarWinds Network Device Monitor, QuickBase, Exinda, Netwrix Auditor

Hornbill Supportworks ITSM

What is Hornbill Supportworks ITSM?

Categories & Use Cases

Key Features

Top Performing Features

Service-level management

Organize and prioritize service tickets

Change requests repository

Areas for Improvement

ITSM reports and dashboards

Asset management dashboard

Policy and contract enforcement

Reviews

Probably Does a Lot More Than I Know

Pros

Cons