Hornbill IT Asset Management vs iSupport Service Desk
Hornbill IT Asset Management
hornbill.com
iSupport Service Desk
isupport.comSide by side
| Figure | Hornbill IT Asset Management | iSupport Service Desk |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 1 | 3 |
| Spec score · IT Change Management Software | 8.0 (#18) | 8.6 (#11) |
| Deployment | cloud | The product is offered as hosted software or an on-premises installation. |
| Founded | 1995 | 1992 |
| Headquarters | Hornbill Corporate Limited lists its postal address as 3rd Floor, 86–90 Paul Street, London, EC2A 4NE, United Kingdom. | Washington State, United States |
| Integrations | Hornbill describes hundreds of codeless integrations and lists Microsoft Intune as an endpoint management integration example. | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. |
| Support | The Essential Success Plan is included in the subscription and provides 24×7 online assistance for critical service availability issues, community forums, knowledge resources, APIs, and up to three named contacts. | Technical support is available by phone or email Monday through Friday from 6:00 AM to 5:00 PM, and deployment consulting is provided remotely by systems engineers. |
| Workflow automation | Drag-and-drop or codeless workflows can automate ITAM processes, including application provisioning and patch deployment. | Rules can route, escalate and update work items, enforce SLAs, trigger approvals, create incidents from email and invoke webhooks. |
Plans
Hornbill IT Asset Management
- Hornbill IT Asset ManagementPriced on request
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced on request
In their own words
Hornbill IT Asset Management
Hornbill IT Asset Management tracks hardware, software, cloud, and on-premise assets through their lifecycle. Automated discovery can identify cloud and on-premise hardware and software. License views show licenses owned and in use, helping teams manage spend and respond to vendor audits; the product also tracks capital and operating costs, including support costs. Drag-and-drop or codeless workflows can automate IT asset processes such as application provisioning and patch deployment. Hornbill says a shared data model supports information sharing between IT asset management, operations, service management, and security teams. It describes hundreds of codeless integrations, including Microsoft Intune as an endpoint management example. Deployment is cloud-based, and personalized pricing is available on request. The included Essential Success Plan provides 24×7 online help for critical service availability issues, as well as community forums, knowledge resources, APIs, and up to three named contacts. Paid Premier and Custom Concierge support plans are also available. Hornbill states that its data centers hold SOC 2 Type II and SOC 3 Type II certifications.
iSupport Service Desk
iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions. Its Service Desk Edition combines incident, problem, and change management with service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can come in through email, direct entry, scheduling, social media, mobile clients, and mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The mySupport self-service portal includes chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting. It is included with every license, with unlimited branded portals and end users at no additional cost. Reporting supports custom report building and scheduled PDF, Excel, and Word reports. The software can be hosted or installed on-premise, with access through Android, iOS, and web; an HTML5 interface also supports tablets and smartphones. Pricing is on request, and a free trial is available.