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We have aggregated ratings data on Hornbill but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 3 out of 5.0, Reviewed

    Product(s): Supportworks

    Solid product, providing a strong configurable ability, but lacks a rounded finish.

    Overall Comment

    A solid product that lacks glamour but does the job well. Certain bugs and querks might annoy some people, but this is played off again price point vs the better rated alternatives in Gartner's magic quadrant.

    What one piece of advice would you give other prospective customers?

    Ensure you get a decent trial and/or take a hands on approach before signing up to an ITSM tool. In essence they all look to achieve similar outcomes, but some do the job more efficiently and provide better configurability vs the alternatives. SupportWorks sits in the middle of the pack and does everything well, but doesn't really excel in anything particular. There are better solutions, but they will cost a lot more to implement and license year on year.

    What do you like most about the product or service?

    The application is adaptable to meet the needs of different types of service desk & IT support functions and also covers change and asset management. It is fairly intuitive to end users.

    What do you dislike most about the product?

    The workflow of screens isn't always the most practical, and there are often 'features' that are more of an annoyance than beneficial. A number of glitches have been discovered, meaning that certain fields can't be updated.

    What one thing do you wish the vendor did differently?

    Hornbill could do with encouraging more activity from the user base, e.g. having a forum, user base meetups etc.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
3.0

Ability to understand your organization's needs

(1)
3.0

Timely and complete response to product questions

(1)
3.0

Pricing and contract flexibility (pricing and terms)

(1)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
4.0

How long did your deployment take?

0 - 3 months (<3)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
3.0

Ease of integration using standard APIs and tools

(1)
3.0

Quality and availability of end-user training

(1)
3.0

Ease of deployment

(1)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
3.0

Did you purchase a support package from vendor?

Yes


Timeliness of vendor's response

(1)
3.0

Quality of technical support

(1)
3.0

Quality of peer user community

(1)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0

Incident and Problem Management

(1)
4.0

Change, Configuration and Release

(1)
4.0

Self-Service/Request Fulfillment

(1)
3.0

IT Knowledge Management

(1)
3.0

Reporting and SLA Management

(1)
4.0

Process and Workflow Design

(1)
3.0
Section
1

Additional Context

What was the nature of your involvement?

Other...


What other vendors were considered? Multiple responses allowed.

Landesk

ServiceNow


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve compliance and risk management

Improve customer relations/service


What were the key factors that drove your decision?

Overall cost

Product functionality and performance