3 out of 5.0, Reviewed Mar 7, 2016
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.
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.
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.
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.
Hornbill could do with encouraging more activity from the user base, e.g. having a forum, user base meetups etc.