TrustRadius

Combodo iTop vs. Hornbill Supportworks ITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Combodo iTop
Score 9.7 out of 10
N/A
Combodo is an editor of ITSM open source solutions headquartered in France. In addition to advising and assisting companies in ITIL to improve their services and better control their information system, they offer iTop, their flagship open source ITSM software solution.
$0
per month
Hornbill
Score 8.0 out of 10
N/A
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.N/A
Pricing
Combodo iTopHornbill Supportworks ITSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Combodo iTopHornbill
Free Trial
NoNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Combodo iTopHornbill Supportworks ITSM
Top Pros
Top Cons
Features
Combodo iTopHornbill Supportworks ITSM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Combodo iTop
9.7
3 Ratings
17% above category average
Hornbill Supportworks ITSM
4.4
3 Ratings
60% below category average
Organize and prioritize service tickets9.73 Ratings6.03 Ratings
Expert directory9.73 Ratings3.03 Ratings
Service restoration9.73 Ratings4.03 Ratings
Self-service tools9.73 Ratings5.03 Ratings
Subscription-based notifications9.73 Ratings4.93 Ratings
ITSM collaboration and documentation9.73 Ratings5.03 Ratings
ITSM reports and dashboards9.73 Ratings3.03 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Combodo iTop
9.3
3 Ratings
12% above category average
Hornbill Supportworks ITSM
2.4
3 Ratings
110% below category average
Configuration mangement9.43 Ratings3.93 Ratings
Asset management dashboard9.13 Ratings2.22 Ratings
Policy and contract enforcement9.43 Ratings1.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
Combodo iTop
10.0
3 Ratings
17% above category average
Hornbill Supportworks ITSM
5.6
3 Ratings
40% below category average
Change requests repository10.03 Ratings5.93 Ratings
Change calendar10.03 Ratings4.03 Ratings
Service-level management10.03 Ratings6.93 Ratings
Best Alternatives
Combodo iTopHornbill Supportworks ITSM
Small Businesses
Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.6 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.6 out of 10
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User Ratings
Combodo iTopHornbill Supportworks ITSM
Likelihood to Recommend
9.7
(3 ratings)
4.1
(3 ratings)
User Testimonials
Combodo iTopHornbill Supportworks ITSM
Likelihood to Recommend
Combodo
It is always at the heart of operational activities for the service center strives to establish a single repository shared by all teams that allow you to define offerings that can fit each customer. Has satellites that have the capacity to synchronize central control with [the] remote customer to provide them with solutions linked with your operations.
Malik Nate | TrustRadius Reviewer
Malik Nate
Staff Accountant
Read full review
Hornbill
The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
Verified User
Anonymous
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Pros
Combodo
  • Open source
  • Issue Tracking
  • Integrations
Verified User
Anonymous
Read full review
Hornbill
  • Manages a large amount of data without slowdown or issues.
  • Reliable platform for incident and problem management.
  • API usage for linking to other systems is basic but useable.
Verified User
Anonymous
Read full review
Cons
Combodo
  • CSV import tools for any data.
  • Data synchronization.
  • Graphical impact analysis.
Malik Nate | TrustRadius Reviewer
Malik Nate
Staff Accountant
Read full review
Hornbill
  • The interface is quite hard work, not very visually friendly
  • It all just feels a bit old fashioned and needs a reboot
  • This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
Matthew Kermode | TrustRadius Reviewer
Matthew Kermode
Publishing Planner & Creative Asset Specialist - Global
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Alternatives Considered
Combodo
It's magnificent for its intuitiveness with workflow management. Terrific for its greatness for network discovery. Excellent with asset tracking.
adam grant | TrustRadius Reviewer
adam grant
Software Developer
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Hornbill
No answers on this topic
Return on Investment
Combodo
  • We have been able to immediately see better handling of change Requests
  • We are able to see incidents more clearly
  • Integrations with existing stack brought quicker time to production
Verified User
Anonymous
Read full review
Hornbill
  • The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
  • However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
  • Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
Verified User
Anonymous
Read full review
ScreenShots