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Hornbill Supportworks ITSM vs. SysAid

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Hornbill

    Score8 out of 10
    N/AHornbill 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

    SysAid

    Score9.1 out of 10
    Mid-Size Companies (51-1,000 employees)
    SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.N/A
    Pricing
    HornbillSysAid
    Editions & Modules
    No answers on this topic
    No answers on this topic
    Offerings
    Pricing Offerings
    HornbillSysAid
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeRequired
    Additional Details—SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
    More Pricing Information
    Community Pulse
    HornbillSysAid
    Considered Both Products
    Hornbill
    No answer on this topic
    SysAid Technologies
    Chose SysAid
    I have worked with Hornbill and ServiceNow in the past and both tools delivered a good experience. As with all ITSM tools that I have worked with you get out as much as you put in, the big investment is in your own people to enable them to get the best out of the tools. SysAid …
    Incentivized
    Chose SysAid
    Sysaid to customer offerings is easy to use and is value for money
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    HornbillSysAid
    Incident and problem management
    Comparison of Incident and problem management features of Hornbill Supportworks ITSM and SysAid
    Feature
    Hornbill Supportworks ITSM
    4.4
    3 Ratings
    SysAid
    9.1
    178 Ratings
    Organize and prioritize service tickets6.03 Ratings9.9177 Ratings
    Expert directory3.03 Ratings8.0144 Ratings
    Service restoration4.03 Ratings8.9125 Ratings
    Self-service tools5.03 Ratings8.3171 Ratings
    Subscription-based notifications4.93 Ratings9.9127 Ratings
    ITSM collaboration and documentation5.03 Ratings9.4145 Ratings
    ITSM reports and dashboards3.03 Ratings9.4154 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Hornbill Supportworks ITSM and SysAid
    Feature
    Hornbill Supportworks ITSM
    2.4
    3 Ratings
    SysAid
    8.6
    154 Ratings
    Configuration mangement3.93 Ratings9.8144 Ratings
    Asset management dashboard2.22 Ratings8.9151 Ratings
    Policy and contract enforcement1.01 Ratings7.1103 Ratings
    Change management
    Comparison of Change management features of Hornbill Supportworks ITSM and SysAid
    Feature
    Hornbill Supportworks ITSM
    5.6
    3 Ratings
    SysAid
    9.8
    143 Ratings
    Change requests repository5.93 Ratings9.8130 Ratings
    Change calendar4.03 Ratings9.8109 Ratings
    Service-level management6.93 Ratings9.8135 Ratings
    User Ratings
    HornbillSysAid
    Likelihood to Recommend
    4.1
    (3 ratings)
    9.3
    (180 ratings)
    Likelihood to Renew
    -
    (0 ratings)
    8.9
    (19 ratings)
    Usability
    -
    (0 ratings)
    8.0
    (45 ratings)
    Availability
    -
    (0 ratings)
    9.1
    (5 ratings)
    Performance
    -
    (0 ratings)
    9.1
    (5 ratings)
    Support Rating
    -
    (0 ratings)
    7.5
    (53 ratings)
    In-Person Training
    -
    (0 ratings)
    9.1
    (2 ratings)
    Online Training
    -
    (0 ratings)
    9.1
    (3 ratings)
    Implementation Rating
    -
    (0 ratings)
    8.5
    (11 ratings)
    Configurability
    -
    (0 ratings)
    9.1
    (2 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    9.1
    (14 ratings)
    Ease of integration
    -
    (0 ratings)
    9.1
    (3 ratings)
    Product Scalability
    -
    (0 ratings)
    9.1
    (5 ratings)
    Professional Services
    -
    (0 ratings)
    9.1
    (9 ratings)
    Vendor post-sale
    -
    (0 ratings)
    9.1
    (4 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    9.1
    (4 ratings)