Hornbill Supportworks ITSM Reviews and Ratings

Rating: 8 out of 10

Score

8 out of 10

Community insights

TrustRadius Insights for Hornbill Supportworks ITSM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Users have found Hornbill Service Manager to be helpful in a variety of use cases. It has been instrumental in ensuring that change management, new hire processes, and SDLC processes are fully documented and follow policy for audit purposes. The software has also solved problems related to integrated asset management, ticket and asset history, customer visibility and ownership, service performance, and manageable internal ticket interface. Users appreciate the ability to link asset management and use Hornbill as a single source of truth. Another significant benefit is the cloud-based nature of Hornbill Service Manager, which has been preferred over existing ITSM tools by some users. The software has helped reduce manual jobs such as logging new tickets from emails, software installation, and creating user accounts. Additionally, it has provided a self-help area for users, resulting in a decrease in overall calls to the service desk. Analysts have been able to spend more time resolving issues rather than performing administrative tasks due to Hornbill's automation capabilities. Overall, Hornbill Service Manager is primarily used for managing incidents and requests on IT service desks, offering stability, configuration options, and better workload management for analysts. It is described as easy to use and facilitates issue communication and collaboration among various stakeholders.

Reviews

3 Reviews

Hornbill Supportworks ITSM: could be more user-friendly

Rating: 4 out of 10

Incentivized

April 17, 2018

Use Cases and Deployment Scope

Supportworks ITSM is used by our IT Helpdesk team to capture, track, escalate and resolve IT-related issues. The issues are logged in by our internal IT users as well as external business users that out Helpdesk team supports.

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

Likelihood to Recommend

The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.

Verified User

Partner in Information Technology (51-200 employees)

Vetted Review

2 years of experience

Hornbill Supportworks - Works well

Rating: 7 out of 10

Incentivized

April 18, 2017

Use Cases and Deployment Scope

It's used by our IT department as our incident and problem management system. We have been using Supportworks for over ten years now, from a fledgling product to the more mature version that it is today. The system provides our help desk, desktop, and infrastructure teams with the tool needed to manage some 5000-6000 incidents per month.

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.

Likelihood to Recommend

<ul><li>Medium size IT support organisations.</li><li>Those without a need for complex knowledge systems or complex search engines. Ideal for support teams, limited usage for project or non-technical teams.</li><li>Better to use other systems to feed in information such as assets, customers etc.</li></ul>

Verified User

Manager in Information Technology (10,001+ employees)

Vetted Review

12 years of experience

Probably Does a Lot More Than I Know

Rating: 6 out of 10

Incentivized

July 15, 2016

Use Cases and Deployment Scope

We use Hornbill Supportworks ITSM company wide. For the most part it is used as an IT support tool for logging and requesting errors, issues, fixes etc. I personally use it in a support role for the creative services team, picking up issues and allocating them to the appropriate team members for working on.

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.

Likelihood to Recommend

It is very good as a repository for all related issues, concerns, errors etc., and it is easy to see all of the ongoing updates sequentially in one screen. It isn't any good for specific work allocation, project management or resourcing.

Matthew Kermode

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

Vetted Review

1 year of experience

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