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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
6.9
Number of Reviews
662
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 (1st), AI Procurement & Supply Chain (1st)
GLPI by Teclib
Average Rating
8.4
Reviews Sentiment
5.7
Number of Reviews
19
Ranking in other categories
IT Service Management (ITSM) (4th)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (34th), IT Service Management (ITSM) (31st)
 

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

"We have seen more efficient processing and less number of errors due to quality control."
"The Automation Anywhere automation tool is user-friendly, especially compared to UiPath and Blue Prism."
"We have installed Automation Anywhere on AWS, Azure, and GCP, which works well."
"It is easily understandable and very well structured."
"By automating those processes we achieved high ROI, great customer satisfaction, better STP, reduced manual work, reduced processing time, high accuracy, and 24/7 working capacity with the AA bots."
"It is very user-friendly. The AI capability that nowadays I am seeing in Automation Anywhere is very good. They have plug-and-play AI solutions."
"AI governance is very important in my company, and we are implementing it now."
"We are automatizing redundant activities, releasing employees to do value-added activities."
"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."
"The product is very easy to deploy."
"GLPI by Teclib has positively impacted my organization by bringing structure and clarity to our daily work, improving our response time, reducing user downtime, and helping us keep total control of our IT assets."
"The best features GLPI by Teclib offers in my experience are its stability; I believe it is a very genuine technology because through my seven years working with GLPI by Teclib, everything has been stable."
"GLPI by Teclib has positively impacted my organization by making the working process in my company easier."
"GLPI by Teclib is a very good tool, and I recommend it."
"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."
"GLPI by Teclib has positively impacted my organization by improving efficiency and workflows, especially after the monthly reviews, and we are managing to eliminate issues."
"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."
"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."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
 

Cons

"I would like to see a built-in read-only role for the control room so that the bot creators can log in and monitor the production environment without any auditing concerns."
"Getting the bot design into the developer's hands is taking longer than we initially anticipated."
"Integrations should be included with the analytics platforms and third-party SAP, enterprise-level applications, as well as if there are any built-in connectors where you can connect with the ERPs to automate the required teams."
"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."
"Currently, Automation Anywhere's debugging functionality is minimal."
"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence."
"We would like to be able to directly implement automation for Word documents and XML."
"The technical support has been a little slow to respond to our inquiries."
"One area for improvement is the occasional issues we encounter, which are not directly related to GLPI but are due to network providers. These include network errors like 502 and 504, indicating some failure in network communication with the server."
"GLPI by Teclib can be improved, particularly about the notification."
"GLPI by Teclib can be improved as sometimes it gets slowed down."
"I've encountered some issues with GLPI. The official documentation on the GLPI website recommends using PHP version 8.3, but it used to recommend PHP version 8.2."
"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."
"Considering also the economical factor as well, it might be a bit concerning."
"Compared to Zendesk, which is much more modern and simpler, GLPI, to be transparent, is quite old in terms of design."
"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."
"Customer Service: I'd rate it as a 5/10 or 6/10."
 

Pricing and Cost Advice

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"We have seen about a 10 percent monetary savings."
"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."
"The enterprise version is expensive for small businesses and individual users."
"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."
"The solution's pricing is reasonable."
"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
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Manufacturing Company
12%
Government
9%
University
9%
Transportation Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise5
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?
The user interface of GLPI by Teclib could be more modern and intuitive. Additionally, the initial configuration and ...
What is your primary use case for GLPI by Teclib?
My main use case for GLPI by Teclib is managing IT service requests and tracking hardware inventory. Day to day, I us...
What advice do you have for others considering GLPI by Teclib?
My main advice for others looking into using GLPI by Teclib is to work with an experienced local partner like Chilena...
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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

Demo not available
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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: August 2026.
908,834 professionals have used our research since 2012.