Hornbill Supportworks ITSM vs. IBM DevOps Code ClearCase

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hornbill
Score 9.0 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
IBM DevOps Code ClearCase
Score 9.5 out of 10
N/A
An enterprise-grade configuration management system that provides controlled access to software assets.N/A
Pricing
Hornbill Supportworks ITSMIBM DevOps Code ClearCase
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
HornbillIBM DevOps Code ClearCase
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
Hornbill Supportworks ITSMIBM DevOps Code ClearCase
Features
Hornbill Supportworks ITSMIBM DevOps Code ClearCase
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hornbill Supportworks ITSM
4.4
3 Ratings
61% below category average
IBM DevOps Code ClearCase
-
Ratings
Organize and prioritize service tickets6.03 Ratings00 Ratings
Expert directory3.03 Ratings00 Ratings
Service restoration4.03 Ratings00 Ratings
Self-service tools5.03 Ratings00 Ratings
Subscription-based notifications4.93 Ratings00 Ratings
ITSM collaboration and documentation5.03 Ratings00 Ratings
ITSM reports and dashboards3.03 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Hornbill Supportworks ITSM
2.4
3 Ratings
110% below category average
IBM DevOps Code ClearCase
-
Ratings
Configuration mangement3.93 Ratings00 Ratings
Asset management dashboard2.22 Ratings00 Ratings
Policy and contract enforcement1.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Hornbill Supportworks ITSM
5.6
3 Ratings
42% below category average
IBM DevOps Code ClearCase
-
Ratings
Change requests repository5.93 Ratings00 Ratings
Change calendar4.03 Ratings00 Ratings
Service-level management6.93 Ratings00 Ratings
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User Ratings
Hornbill Supportworks ITSMIBM DevOps Code ClearCase
Likelihood to Recommend
4.1
(3 ratings)
3.3
(2 ratings)
User Testimonials
Hornbill Supportworks ITSMIBM DevOps Code ClearCase
Likelihood to Recommend
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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IBM
IBM Rational ClearCase might be better suited for a smaller / simpler code base. Larger code bases really slow it down... but then again there are better alternatives out there for source control
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Pros
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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IBM
  • Rational ClearCase is excellent for handling versioning and branching. No other tool I've used has the depth that ClearCase has when it comes to handling complex branching scenarios and identifying where certain versions of particular files are within a particular configuration.
  • Rational ClearCase handles parallel development of many dependent applications really well.
  • The use of ClearCase Views to switch between projects and configurations is extremely convenient as opposed to the local workstation model of the competitors.
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Cons
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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IBM
  • Extremely buggy.
  • Sometimes the repository gets locked for no reason.
  • Slow.
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Alternatives Considered
Hornbill
No answers on this topic
IBM
If development is centrallized to one location and your company releases hundreds of customized versions of your software per year, then ClearCase is the best tool for managing the complexity of multiple versions of customized software. If your company has globally distributed development, then I'd recommend Team Foundation Server over ClearCase. If your organization uses Agile Methodologies, then I'd recommend TFS with GIT.
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Return on Investment
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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IBM
  • Managed code versioning for many years.
  • Only one person can edit code at a time - slows processing down.
  • IBM is an expensive product to support.
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ScreenShots