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Hornbill Systems Supportworks vs Spiceworks comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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)
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)
Spiceworks
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
47
Ranking in other categories
Help Desk Software (14th), IT Asset Management (12th), IT Infrastructure Monitoring (44th)
 

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.
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.
Rohit Samel - PeerSpot reviewer
Account Manager Enterprise Sales at Navdeep Technologies Pvt.Ltd
Cloud storage with no hardware needed and great comprehensive reports
The software is cloud-based, so I do not need to store any data locally. It is a fully software-based solution, eliminating the need for investment in hardware. We have the capability to create reports as needed. It is good software to use, as there were no incidents where I needed to contact technical support. Additionally, it is free software.

Quotes from Members

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

Pros

"Tasks now don't depend upon the unavailability of certain employees/colleagues to be completed. Also, bots can run all day long which also affects the overall budgets."
"In our fund management and fund reconciliation process, we had a lot of headcount. Automation has significantly reduced our FTE count, investing that IT personnel into other work. Also, the quality of the work has slightly improved."
"We have had a lot of success using Automation Anywhere products and we've actually built a few solutions that were done on the EY cloud, which are offered to clients as a managed service."
"The most valuable feature is that it is intuitive. It is designed so business users can use it with a drag and drop functionality to develop automation of business processes. Since they are the experts on business processes, there are probably the best ones to create the automation."
"We have a close relationship with our account manager and technical support. This relationship makes the difference."
"Stability is great."
"Automation Anywhere's image reader is the most valuable feature."
"It has absolutely been worth it for us and has provided us with good value."
"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."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"Tracking common issues has been improved."
"If you are a small – medium sized business you cannot go wrong with using Spiceworks to help you provide an A+ IT support as it is free."
"The software is cloud-based, so I do not need to store any data locally."
"The most valuable features are the inventory and personalization."
"It has increased the productivity of our IT department by speeding up service requests and managing and organizing them."
"Well at the end if you are new to the field of IT, and have a small to medium sized company, do not hesitate to give Spiceworks a shot, its real easy (with no steep learning curve as Nagios), with excellent features and support."
"The customization of the service desk; we set it up for use by different departments that had specific tracking needs and were able to meet those needs."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
 

Cons

"We would like Automation Anywhere to have a way to run a capacity check on machines and show us what is available."
"At some places, the if-else statements become so confusing so, at that place, they can change the UI for better understanding. Apart from this I liked this tool and would like to continue working on this."
"The basic features are acceptable, but advanced tools often require deeper technical expertise, which can slow adoption. Additionally, some users experience delays in customer support for complex issues."
"Document Automation has issues related to speed. When I compare Document Automation with IQ Bot, IQ Bot is faster than Document Automation."
"Automation Anywhere can improve by implementing a Citrix environment and increasing the stability of tools, such as IQ bot."
"Sometimes, the ESX services will stop. We are working with IT to resolve this, as it's not our fault. Automation Anywhere is stopping the service, and during that time, the bot will be stopped. Right now, we are logging into the client machine and restarting/rebooting them, then restarting the services. As some of our processes run at night, we won't know that the service is down since our processes run 24/7. This issue is then escalated to the manager. This is the current challenge that we are facing, and we would like them to improve this."
"OCR technology could be more inclusive by offering a wider range of supported languages, as its current selection is limited."
"We are having some challenges when it comes to stability."
"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."
"Only issue was with scalability. After some time, as the back-end DB grew bigger, the solution started to perform slower."
"Right now, if you have >2000 endpoints in Spiceworks, you will probably hate using it just because it's so bogged down."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows."
"The only issue encountered was setting up the email server information."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"I would not recommend running Spiceworks on a desktop machine for long, I have had to reboot the services more often than I would like."
"I am unable to provide suggestions for improvement at this moment."
"The navigation is a little heavy and not as smooth as some ticket management software; this must be because it’s web based and has a lot."
 

Pricing and Cost Advice

"Our pricing a year ago was $600 per license."
"They're very flexible around pricing and licensing."
"It's cheaper than other similar solutions."
"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
"It's a bit expensive compared to other RPA tools on the market."
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"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."
"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."
"It's free."
"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
"The product is free! Get it now."
"The tool is cheap."
"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."
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Comparison Review

it_user174738 - PeerSpot reviewer
IT Developer at a tech services company with 51-200 employees
May 31, 2015
Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor
I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
No data available
Construction Company
14%
Outsourcing Company
9%
Computer Software Company
9%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise14
Large Enterprise10
 

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.
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What needs improvement with Spiceworks?
I am unable to provide suggestions for improvement at this moment, however, I can provide feedback later. Currently, ...
What is your primary use case for Spiceworks?
If our customers need backup support, we can work with them and provide it. Whatever solution the customer requires, ...
What advice do you have for others considering Spiceworks?
It performs its intended functions. We may use it, but perhaps not for ourselves, but for our customers, potentially ...
 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Aylesbury Vale District Council
Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
Find out what your peers are saying about Hornbill Systems Supportworks vs. Spiceworks and other solutions. Updated: September 2026.
913,924 professionals have used our research since 2012.