Hornbill Supportworks ITSM vs. N-able MSP Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
N-able MSP Manager
Score 8.6 out of 10
N/A
N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…N/A
Pricing
Hornbill Supportworks ITSMN-able MSP Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
HornbillN-able MSP Manager
Free Trial
NoYes
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 ITSMN-able MSP Manager
Top Pros
Top Cons
Features
Hornbill Supportworks ITSMN-able MSP Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hornbill Supportworks ITSM
4.4
3 Ratings
60% below category average
N-able MSP Manager
5.3
4 Ratings
43% below category average
Organize and prioritize service tickets6.03 Ratings4.54 Ratings
Expert directory3.03 Ratings3.54 Ratings
Service restoration4.03 Ratings3.92 Ratings
Self-service tools5.03 Ratings3.54 Ratings
Subscription-based notifications4.93 Ratings7.33 Ratings
ITSM collaboration and documentation5.03 Ratings7.33 Ratings
ITSM reports and dashboards3.03 Ratings7.33 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
N-able MSP Manager
6.7
3 Ratings
20% below category average
Configuration mangement3.93 Ratings6.33 Ratings
Asset management dashboard2.22 Ratings7.23 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
40% below category average
N-able MSP Manager
2.8
4 Ratings
100% below category average
Change requests repository5.93 Ratings00 Ratings
Change calendar4.03 Ratings1.01 Ratings
Service-level management6.93 Ratings4.54 Ratings
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Hornbill Supportworks ITSMN-able MSP Manager
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Medium-sized Companies
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Enterprises
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Score 9.5 out of 10
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Score 9.5 out of 10
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User Ratings
Hornbill Supportworks ITSMN-able MSP Manager
Likelihood to Recommend
4.1
(3 ratings)
4.0
(4 ratings)
Support Rating
-
(0 ratings)
3.9
(2 ratings)
User Testimonials
Hornbill Supportworks ITSMN-able MSP Manager
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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N-able
It's a good company to grow with because as needs change there are more features available.
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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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N-able
  • Web Based
  • Automated Ticket creation
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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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N-able
  • It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager.
  • Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary.
  • Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface.
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Support Rating
Hornbill
No answers on this topic
N-able
They're good at resolving issues when they arise.
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Alternatives Considered
Hornbill
No answers on this topic
N-able
MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks.
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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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N-able
  • We have had to spend time and resources to create our own reports, as MSP Manager does not have them.
  • Searching for a ticket requires scrolling, wasting time
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ScreenShots

N-able MSP Manager Screenshots

Screenshot of N-able MSP Manager Dashboard