EasyVista Service Manager vs. Hornbill Supportworks ITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
EasyVista Service Manager
Score 9.0 out of 10
N/A
EasyVista Service Manager is the New York company's ITIL / ITSM service solution.N/A
Hornbill
Score 7.9 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
EasyVista Service ManagerHornbill Supportworks ITSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
EasyVista Service ManagerHornbill
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
EasyVista Service ManagerHornbill Supportworks ITSM
Top Pros
Top Cons
Features
EasyVista Service ManagerHornbill Supportworks ITSM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
EasyVista Service Manager
8.9
1 Ratings
8% above category average
Hornbill Supportworks ITSM
4.4
3 Ratings
60% below category average
Organize and prioritize service tickets10.01 Ratings6.03 Ratings
Expert directory8.01 Ratings3.03 Ratings
Service restoration9.01 Ratings4.03 Ratings
Self-service tools9.01 Ratings5.03 Ratings
Subscription-based notifications10.01 Ratings4.93 Ratings
ITSM collaboration and documentation7.01 Ratings5.03 Ratings
ITSM reports and dashboards9.01 Ratings3.03 Ratings
Change management
Comparison of Change management features of Product A and Product B
EasyVista Service Manager
10.0
1 Ratings
17% above category average
Hornbill Supportworks ITSM
5.6
3 Ratings
40% below category average
Change requests repository10.01 Ratings5.93 Ratings
Service-level management10.01 Ratings6.93 Ratings
Change calendar00 Ratings4.03 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
EasyVista Service Manager
-
Ratings
Hornbill Supportworks ITSM
2.4
3 Ratings
110% below category average
Configuration mangement00 Ratings3.93 Ratings
Asset management dashboard00 Ratings2.22 Ratings
Policy and contract enforcement00 Ratings1.01 Ratings
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EasyVista Service ManagerHornbill Supportworks ITSM
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
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Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
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Score 9.1 out of 10
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Score 9.1 out of 10
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User Ratings
EasyVista Service ManagerHornbill Supportworks ITSM
Likelihood to Recommend
10.0
(1 ratings)
4.1
(3 ratings)
User Testimonials
EasyVista Service ManagerHornbill Supportworks ITSM
Likelihood to Recommend
EasyVista
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
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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.
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Pros
EasyVista
  • Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again.
  • Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation.
  • Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly.
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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.
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Cons
EasyVista
  • Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components.
  • A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable.
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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.
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Alternatives Considered
EasyVista
There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
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Hornbill
No answers on this topic
Return on Investment
EasyVista
  • Our turnaround time has decreased steadily use implementing use.
  • Our CIO is update on the progress of his team at all times.
  • The customers feel better informed about their requests from start to finish.
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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
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ScreenShots