Hornbill Systems Supportworks vs ServiceNow comparison

Hornbill Systems and ServiceNow are both solutions in the IT Service Management (ITSM) category. Hornbill Systems is ranked #34, while ServiceNow is ranked #1 with an average rating of 8.7. Hornbill Systems holds a 0.6% mindshare in ISM, compared to ServiceNow’s 21.8% mindshare. Additionally, 50% of Hornbill Systems users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

170 Views
97 Comparison Views

50% willing to recommend

ServiceNow

Read 222 ServiceNow reviews

8,048 Views
3,992 Comparison Views

91% willing to recommend

Hornbill Systems Supportworks

ServiceNow

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and Hornbill Systems Supportworks compete in the IT service management solutions category. ServiceNow often holds an advantage with extensive customization and integration capabilities, while Hornbill Systems Supportworks is preferred for intuitive design and straightforward deployment.

Features: ServiceNow features comprehensive workflow automation, extensive integration capabilities, and a wide range of modules covering ITIL processes. It appeals to large enterprises with its broad feature set. Hornbill Systems Supportworks focuses on ease of configuration, intuitive processes, and collaborative team dynamics, offering a more streamlined experience for smaller to mid-sized businesses.

Ease of Deployment and Customer Service: ServiceNow provides a rich ecosystem but requires a more involved setup and technical expertise. Hornbill Systems Supportworks emphasizes a simplified, rapid deployment model supported by customer-friendly service, valued for quick implementation needs.

Pricing and ROI: ServiceNow involves higher initial setup costs and ongoing investment, tailored for businesses prioritizing expansive service management capabilities. Hornbill Systems Supportworks offers attractive pricing suitable for tighter budgets, facilitating quicker ROI for small to mid-sized organizations focused on essential functionalities.

To learn more, read our detailed Hornbill Systems Supportworks vs. ServiceNow Report (Updated: May 2025).

Buyer's Guide

Hornbill Systems Supportworks vs. ServiceNow

May 2025

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Helped 860,592 peers since 2012

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

Hornbill Systems Supportworks

Ranking in Help Desk Software

35th

Ranking in IT Service Management (ITSM)

34th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

222

Ranking in other categories

IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of Hornbill Systems Supportworks is 0.6%, up from 0.3% compared to the previous year. The mindshare of ServiceNow is 21.8%, down from 27.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

it_user1262703

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.

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

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Quotes from Members

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

Pros

"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."

"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."

"The most valuable feature is the flexibility of development for customization."

"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."

"It offers ready-built automation and simpler configuration for workflows."

"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."

"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."

"I have found the workflows and integration the most valuable in this solution."

"What I like the most is that it's a common service data model and the fact that everything is available on one platform."

More ServiceNow pros

Cons

"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."

"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."

"Service mapping could be less complicated."

"There is a need for bug or error tracking in ServiceNow."

"I have a problem with the way the solution's price is calculated."

"The solution’s pricing is expensive and could be improved."

"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."

"I would like to see a mobile version of ServiceNow."

"In an upcoming release, there should be more administration tools."

More ServiceNow cons

Pricing and Cost Advice

"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."

"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"The mandatory minimum is US$ 20,000 for licensing."

"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."

"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."

"It is fairly expensive."

"In Tunisia, the companies find the licensing costs to be expensive."

"The licenses are expensive."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Educational Organization

16%

Computer Software Company

12%

Financial Services Firm

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

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What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Comparisons

No data available

BMC Helix ITSM vs ServiceNow

Compared 7% of the time

Pega Platform vs ServiceNow

Compared 6% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 5% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

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Buyer's Guide

ServiceNow

June 2025

Download ServiceNow product report

Also Known As

Supportworks

No data available

Overview

Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.

Hornbill Systems

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow

Sample Customers

Aylesbury Vale District Council

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

Hornbill Systems Supportworks vs. ServiceNow

May 2025

Free Report: Hornbill Systems Supportworks vs. ServiceNow

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