Hornbill Supportworks ITSM vs. Microsoft System Center Service Manager

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.

Incentivized

I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.

Incentivized

• 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.

Incentivized

• This tool is used to track support requests among our IT staff.
• We use this tool to automate some more routine tasks.

Incentivized

• 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.

Incentivized

• Kind of clunky.
• Takes a lot a lot a lot of configuration.
• There is a lot of jargon to learn to be able to use it to its full ability.

Incentivized

The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.

Incentivized

We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.

Incentivized

• 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

Incentivized

• Save a world of time when imaging
• Save a world of time with patch management
• Provides decent reports to get a snapshot quickly

Incentivized