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GLPI by Teclib vs Hornbill Systems Supportworks comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
GLPI by Teclib
Average Rating
8.4
Reviews Sentiment
5.7
Number of Reviews
21
Ranking in other categories
IT Service Management (ITSM) (3rd)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (35th), IT Service Management (ITSM) (32nd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
reviewer2875632 - PeerSpot reviewer
IT Manager at a retailer with 1-10 employees
Structured workflows have improved ticket resolution and have prevented hardware losses
The two best features GLPI by Teclib offers are the inventory management and the help desk ticketing system. Having equipment history linked to user support tickets has made resolving issues much faster and easier. The inventory feature saves me time because I don't have to ask users for their equipment details as the specs are already in the system. With the ticketing system, having a full history of past uses allows us to solve repeat problems much faster without starting from scratch. The knowledge base feature is really useful for documenting solutions to common issues so team members don't have to troubleshoot the same problem twice. GLPI by Teclib has positively impacted my organization by bringing structure and clarity to our daily work. Before GLPI by Teclib, support requests were chaotic, but now everything is centralized. It has improved our response time, reduced user downtime, and helped us keep total control of our IT assets. The ticket resolution time is much faster now because we can easily track and prioritize incidents. We haven't lost any hardware since we started using GLPI by Teclib because everything is registered and assigned to a specific user.
it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
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.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"This solution is easy to use and easy to learn compared to Blue Prism, UiPath, and others."
"This RPA tool is a leader in the market, and I have had a very good experience working with Automation Anywhere."
"The OCR is the most valuable feature, though this is a third party feature that we have integrated. It is quite easy to integrate with other solutions."
"It is easy to understand how to use the tool. For a developer, it is very easy to understand the opportunities and how to use and learn these features. It is very business-oriented."
"Earlier users were converting the unstructured data from the PDF into the structured format to process the task but now, this activity is replaced by IQ Bot."
"With the help of Automation Anywhere, we are able to upload 10k documents in 1 to 4 working hours which is a great achievement for us."
"Recorders and Bot Insights are very valuable features."
"You do not need to have IT skills. I come from a finance background, so I can attest to the fact that you do not need IT skills to use Automation Anywhere to leverage it on your teams."
"For whoever ends up reading this, GLPI by Teclib is a free, open source tool that really works very well and runs very well."
"GLPI by Teclib has positively impacted my organization mainly with the stabilization of protocol, process, and organization of tickets, as I never lose a ticket anymore."
"The product is very easy to deploy."
"The most valuable features of GLPI are its ITSM capabilities, including ticketing, automatic tasks, plugins, and notification systems."
"In my opinion, the best features that GLPI by Teclib offers our organization are its speed, smoothness, user-friendliness, and intuitiveness."
"GLPI by Teclib is a very good tool, and I recommend it."
"After implementing the inventory with GLPI by Teclib, we were able to identify devices that were already obsolete in order to upgrade the machine or even sometimes replace it, leading to employees becoming more satisfied with their work tools and able to work better without the problems they sometimes had four or five times a day due to slowness, freezing, and other issues."
"GLPI by Teclib has had a positive impact on my organization and my clients' work because it has made it possible to better manage the equipment and then, regarding tickets, it allows fairly smooth ticket management across different sites, as well as being able to manage users well."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"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."
"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."
 

Cons

"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"Version 11 is a bit heavy. At times, it takes a toll on the computing resources."
"The IQ Bots need more out-of-the-box models to lessen the time required for model training. Their competitors provide more built-in models, which enhance capabilities in document processing."
"Although Automation Anywhere is a GUI-based platform with drag-and-drop functionality, non-technical business users struggle to implement it due to the complexities of operationalizing automation within a business context."
"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."
"The AI centricity is a bit behind compared to the way we see Microsoft and AWS doing it. This is the feedback that I have also given to them. They need to expand themselves to provide more services than just RPA. Only RPA may not be enough for us, and it would not be our preferred choice for an automation tool."
"As a developer, the biggest con is the lag; it's pretty inconvenient to face that delay in things happening."
"When I post questions, I seldom get answers fast, and when I do, there are inconsistencies with the existing documentation."
"A stringent plugin management would benefit GLPI. You can extend GLPI with many plugins, but plugin development is handled by individuals worldwide. Since it's an open-source solution, plugins are developed independently, and you never know which plugin is compatible with your version of GLPI. I would suggest that the developers focus more on plugin management to ensure plugins are more consistent and compatible with most versions of GLPI. Currently, you always have to check if a plugin works with your GLPI install, which can be inconvenient."
"In my opinion, GLPI by Teclib could be improved by potentially integrating certain elements that are currently only available via plugins."
"Compared to Zendesk, which is much more modern and simpler, GLPI, to be transparent, is quite old in terms of design."
"I rate GLPI by Teclib a seven out of ten. I choose seven because GLPI by Teclib is a stable system but I do not give it a ten because it lacks some functionality regarding KPIs."
"The user interface of GLPI by Teclib could be more modern and intuitive."
"Considering also the economical factor as well, it might be a bit concerning."
"Scalability is difficult with GLPI by Teclib because it focuses on inventory and requires more features."
"GLPI by Teclib can be improved, particularly about the notification."
"Customer Service: I'd rate it as a 5/10 or 6/10."
"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."
 

Pricing and Cost Advice

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."
"Based on what I've heard, it's costly, but I don't know much about its pricing."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"I am not sure about the costs, but two Bot Runners and four Bot Creators may cost approximately 1CR."
"Because it reduced the time duration of our processes, our costs went down."
"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."
"There is an annual subscription for Automation Anywhere."
"The solution's pricing is reasonable."
"I have used the tool's open-source version...GLPI Network Cloud is 19 Euros per month. It comes with one agent only, but if you use the IT asset management part, it is unlimited."
"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."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Manufacturing Company
15%
Government
10%
University
7%
Outsourcing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise7
Large Enterprise2
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What needs improvement with GLPI by Teclib?
GLPI by Teclib already met my needs, as the last time I worked with it was in 2024. There are no necessary improvemen...
What is your primary use case for GLPI by Teclib?
My main use case for GLPI by Teclib is equipment inventory. I can inventory the equipment by associating it with Acti...
What advice do you have for others considering GLPI by Teclib?
All of the features I find useful in GLPI by Teclib have been covered. I give this product an overall rating of eight...
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Supportworks
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Information Not Available
Aylesbury Vale District Council
Find out what your peers are saying about GLPI by Teclib vs. Hornbill Systems Supportworks and other solutions. Updated: November 2026.
920,769 professionals have used our research since 2012.