Hornbill Supportworks ITSM vs. Spiceworks Help Desk

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
Spiceworks Help Desk
Score 8.3 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
Hornbill Supportworks ITSMSpiceworks Help Desk
Editions & Modules
No answers on this topic
All Tiers
Free
Offerings
Pricing Offerings
HornbillSpiceworks Help Desk
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 ITSMSpiceworks Help Desk
Top Pros
Top Cons
Features
Hornbill Supportworks ITSMSpiceworks Help Desk
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
Spiceworks Help Desk
7.4
54 Ratings
6% below category average
Organize and prioritize service tickets6.03 Ratings7.453 Ratings
Expert directory3.03 Ratings5.646 Ratings
Service restoration4.03 Ratings00 Ratings
Self-service tools5.03 Ratings00 Ratings
Subscription-based notifications4.93 Ratings7.241 Ratings
ITSM collaboration and documentation5.03 Ratings6.444 Ratings
ITSM reports and dashboards3.03 Ratings00 Ratings
Ticket creation and submission00 Ratings9.153 Ratings
Ticket response00 Ratings8.752 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Hornbill Supportworks ITSM
2.4
3 Ratings
109% below category average
Spiceworks Help Desk
-
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
40% below category average
Spiceworks Help Desk
-
Ratings
Change requests repository5.93 Ratings00 Ratings
Change calendar4.03 Ratings00 Ratings
Service-level management6.93 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hornbill Supportworks ITSM
-
Ratings
Spiceworks Help Desk
7.3
51 Ratings
6% below category average
External knowledge base00 Ratings8.847 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hornbill Supportworks ITSM
-
Ratings
Spiceworks Help Desk
5.3
51 Ratings
37% below category average
Customer portal00 Ratings6.145 Ratings
IVR00 Ratings4.010 Ratings
Social integration00 Ratings3.126 Ratings
Email support00 Ratings8.045 Ratings
Help Desk CRM integration00 Ratings5.027 Ratings
Best Alternatives
Hornbill Supportworks ITSMSpiceworks Help Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
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User Ratings
Hornbill Supportworks ITSMSpiceworks Help Desk
Likelihood to Recommend
4.1
(3 ratings)
8.8
(82 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(29 ratings)
Usability
-
(0 ratings)
8.6
(8 ratings)
Availability
-
(0 ratings)
10.0
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.7
(26 ratings)
Implementation Rating
-
(0 ratings)
10.0
(7 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Hornbill Supportworks ITSMSpiceworks Help Desk
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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Spiceworks Ziff Davis
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
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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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Spiceworks Ziff Davis
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
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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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Spiceworks Ziff Davis
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
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Likelihood to Renew
Hornbill
No answers on this topic
Spiceworks Ziff Davis
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
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Usability
Hornbill
No answers on this topic
Spiceworks Ziff Davis
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
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Reliability and Availability
Hornbill
No answers on this topic
Spiceworks Ziff Davis
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
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Support Rating
Hornbill
No answers on this topic
Spiceworks Ziff Davis
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
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Implementation Rating
Hornbill
No answers on this topic
Spiceworks Ziff Davis
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
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Alternatives Considered
Hornbill
No answers on this topic
Spiceworks Ziff Davis
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
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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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Spiceworks Ziff Davis
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
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ScreenShots