Hornbill Supportworks - Works well
April 18, 2017
Hornbill Supportworks - Works well
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Hornbill Supportworks ITSM
It's used by our IT department as our incident and problem management system. We have been using Supportworks for over ten years now, from a fledgling product to the more mature version that it is today. The system provides our help desk, desktop, and infrastructure teams with the tool needed to manage some 5000-6000 incidents per month.
- 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.
- User interface is somewhat old fashioned.
- Cost of having Hornbill install updates is annoying as updates that we try and instal ourselves often fail.
- Cost of support is too high.
- Higher cost of support that we think the product is worth.
- Ease of use and low training needs for new starters.
- Simple to set up and use.
- Able to cope with large amounts of data.
- Stable and reliable.
- Hornbill not always good at listening to their users.