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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
661
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) (4th)
Hornbill Systems Supportworks
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (33rd), 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

"It has absolutely been worth it for us and has provided us with good value."
"If anyone is looking for an efficient automation tool, I definitely recommend Automation Anywhere because it is very helpful, even for non-technical people."
"The ease of use is its most valuable feature."
"Co-Pilot is a valuable feature."
"What Automation Anywhere has done is free up more time for our staff, and they're able to handle exceptions in our processes instead of having to do the mundane, repetitive tasks they were doing previously."
"It has saved us a lot of hours, manual effort, and we can focus on more important tasks, which helps us with our ROI."
"We have had a massive return on full-time employee resources that we have saved by just using Automation Anywhere."
"Automation of such tasks helped in clearing the bandwidth of the users and requestors alike and saved a lot of to and fro just asking for the latest data."
"GLPI by Teclib offers excellent asset management as one of its best features, while the ticketing system is adequate, and I need more detailed reporting."
"The product is user-friendly."
"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."
"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."
"GLPI by Teclib is a very good tool, and I recommend it."
"GLPI helps with tracking device assets. For example, when I assign a laptop to an employee, the GLPI agent installed on the client device gathers detailed information about it."
"GLPI by Teclib has impacted my organization positively as it helps me organize everything with VIP access."
"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."
"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."
 

Cons

"There is a small thing from a development point of view. There should be a static site box for finding any command if I am writing a code. If there are hundreds of functions, you can only scroll up and down to find one each one. There should be a site box where we can find the commands and easily use them."
"My experience has been that if the person who codes the bot is not very well-trained, then they might create unstable bots."
"I would like to have a bot as a service platform on AA Cloud. This would minimize the installation process, and we wouldn't need to have all the hardware to support the platform in-house."
"There's potential for Automation Anywhere to integrate conversational types of tools and AI into their tool set, which would be really valuable."
"Automation Anywhere has some limitations."
"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."
"IQ Bot is bad and needs a lot of tweaking."
"Working with the Automation Anywhere servers and domains have proven to be difficult. We are trying to get more licenses and servers set up, so we can run multiple scenarios simultaneously."
"Considering also the economical factor as well, it might be a bit concerning."
"For the free version, the tool should improve the graphics as it is kind of old school. The graphics are very flat compared to Google Workspace and Office 365."
"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."
"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."
"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."
"The solution must be more flexible."
"The user interface of GLPI by Teclib could be more modern and intuitive."
"The solution has occasional lags and glitches."
"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

"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."
"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."
"Because it reduced the time duration of our processes, our costs went down."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."
"I've seen the price vary by whether the client is going to scale and adopt a tool."
"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
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Manufacturing Company
12%
Government
12%
University
7%
Outsourcing Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
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?
The UI of GLPI by Teclib is a bit old-fashioned, to be honest. The first time I showed it to my IT guy, he said he fe...
What is your primary use case for GLPI by Teclib?
Our main use case for GLPI by Teclib is support for IT and asset management. Users ask questions or describe issues, ...
What advice do you have for others considering GLPI by Teclib?
A lot of different functionalities are offered by GLPI by Teclib, and you have different modules that you can plug in...
Ask a question
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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
Demo not available
 

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: September 2026.
913,806 professionals have used our research since 2012.