Probably Does a Lot More Than I Know
July 15, 2016

Probably Does a Lot More Than I Know

Matthew Kermode | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Hornbill Supportworks ITSM

We use Hornbill Supportworks ITSM company wide. For the most part it is used as an IT support tool for logging and requesting errors, issues, fixes etc. I personally use it in a support role for the creative services team, picking up issues and allocating them to the appropriate team members for working on.

Pros

  • Allocate requests to individuals
  • All issues, errors and fixes in one location
  • Shared process between multiple functions and locales

Cons

  • 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.
It is very good as a repository for all related issues, concerns, errors etc., and it is easy to see all of the ongoing updates sequentially in one screen. It isn't any good for specific work allocation, project management or resourcing.

Hornbill Feature Ratings

Incident and problem management
6.6
Organize and prioritize service tickets
7
Expert directory
6
Service restoration
8
Self-service tools
6
Subscription-based notifications
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
6
ITSM asset management
6.0
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
Not Rated
Change management
6.3
Change requests repository
7
Change calendar
5
Service-level management
7

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