Product Comparison – SaaS

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SaaS

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On Premise

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Feature

  • Award-winning ITSM Application with 10 PinkVERIFY 2011 ITIL Processes
  • Desktop, Web Browser and Mobile Clients
  • Fully Configurable system with 200+ System Settings
  • Integrated Knowledgebase
  • Customer Portal for SelfService* (Unlimited End Users)
  • Fully Rebrandable Customer Portal/SelfService
  • Email Integration Shared Mailboxes*
  • Customer Surveys
  • Operator Scripts
  • Fully Customer Configurable
  • Custom Application Development (by Hornbill) Available
  • Fully Customizable Business Processes
  • Automatic Platform Software UpgradesAutomatic Platform Software Upgrades All of Hornbill's applications are built on its Supportworks ESP platform. The platform provides a comprehensive set of functional components as well as the primary user interface, web and desktop clients, application server components, an application development environment and many key product features. Platform software upgrades are fully automatic and non-destructive; we guarantee 100% compatibility with any applications that are running on the previous version of the platform being upgraded. We consistently introduce new features and enhancements in the platform and deal with many of the complex application issues such as security, performance and reliability which allows us to continuously improve, add features and upgrade your solution without impacting any running applications or customizations - all customer applied customizations that have been applied to the application are preserved without exception.
  • Automatic Application Feature UpgradesAutomatic Application Feature Upgrades Supportworks ESP is a powerful system that can be used to build and run comprehensive service desk applications. Because of the deep customization ability that the Supportworks ESP platform offers there are considerations when thinking about application feature upgrades. Because Hornbill develops its very powerful ITSM application using the exact same Supportworks ESP development environment we optionally make available to our customers, then it's important that customers wishing to take advantage of this consider the options if they wish to deeply customize the solution beyond the customization and configuration settings provided in the out-of-the-box ITSM application.
  • Ability to Create Multiple Business Service Desks per Instance
  • On-Demand Training - Unlimited (Free of charge)
  • Minimum Contract Term
  • Minimum Number of Users
  • Visual Process Management EngineVisual Process Management Engine Supportworks ESP has a powerful engine for running server-side processes that are used to implement and extend application functionality beyond what can be achieved using client-side functionality. These server-side processes can be designed graphically providing clear and concise functional flow. Although VPME is used extensively to underpin the Business Process Automation features of Supportworks applications, VPME its self is different to the business process engine; the best way to think about VPME is to think of it as "server-side functional scripting" akin to database stored procedures but running on the application server its self. VPME can be used to create callable scripts or can be used to "hook" numerous application-specific behaviors. Supportworks ITSM makes extensive use of VPME in creating the complex application logic required to implement service desk functionality. Customers using VPME can change or extend this behavior and develop deep and complex integrations with other systems. VPME has a mechanism to allow customers to override application or system provided logic without breaking upgradability. However, it should be noted that extensive or even moderate changes to application logic already present using the VPME may need to be altered/adapted in subsequent application version updates.
  • Development/Test Server Instance
  • Web Services API
  • Create New Application Forms, Views and Business Logic
  • Database Schema Expansion
  • Customizable Forms
  • JavaScript/Advanced Forms Development Environment
  • ITSM Application Source Code Provided
  • Deep Customizations Possible/Build your own Service Desks
  • Platform Developer Support Available
  • SelfService Process Approver (per user, per month)
  • iLab Dev/Test Server (per month)
  • Additional Data Storage (GB per month)
  • Volume Discounts Available
  • Price (user/month)

£39/€45/$49/ month per user
£39/€45/$49/ month per user
  • 1 Instance
  • 2
  • Fully AutomaticFully Automatic For customers that are happy with Hornbill's out of the box feature set and are happy to standardize and adopt Hornbill's progressive roadmap, application upgrades are fully automatic. Upgrades are trouble free, occur transparently and users of the system can take advantage of the new features as they come out without the need for the customer to do anything at all. This is a good option if you want to focus on your business and are happy to work with the feature set that Hornbill and its 17 years of industry experience is able to provide out-of-the-box.
  • 3 Months
  • 5
  • £3 / €3.50 / $4
  • £59 / €69 / $79
  • £3 / €3.50 / $4
  • £39 / €45 / $49

£49/€56/$59/ month per user
£49/€56/$59/ month per user
  • 2 Instances
  • 2
  • Semi AutomaticSemi Automatic In Supportworks, all application form and view customizations are held in a data dictionary. In a typical deployment, a working copy of the default ITSM Data Dictionary as well as server-side VPME scripts is made and any customer specific customizations are made to that working copy, the default ITSM Data Dictionary and VPME scripts are always present and is read-only. When Hornbill upgrades the ITSM application, the default ITSM Data Dictionary and VPME scripts are upgraded to the latest version and where required that underlying database schema is expanded to accommodate new features. However, the customers ITSM working copy Data Dictionary and VPME scripts left untouched and remain in a working state. Hornbill ensures that any application upgrades that affect the database are progressive to ensure previous data dictionaries/applications remain in working order after the upgrade is completed. Customers can switch one or more users over to the default ITSM Data Dictionary at any time, so in the case of an upgraded ITSM application, it's a very easy process to switch to the default ITSM Data Dictionary and preview the new features/enhancements in the customers own live environment. The software provides the system administrator with tools and functions that allow individual forms or other objects to be copied over to the customers working copy making it possible for customers to pick and choose the enhancements/features they wish to take advantage of. Optionally the customer can copy the default ITSM application wholesale and take the full upgrade if they have no customer-specific changes they wish to retain. When copying entire objects such as forms or views, and previous changes made to the forms or objects being replaces need to be re-applied. In most cases these are simple field or label changes so can be done quickly and efficiently using the graphical form designer tool provided.
  • 2 (max)2 (max) Every Supportworks ITSM deployment includes a read-only ITSM data dictionary. A data dictionary is a special store that holds all application behaviors, forms, views and application logic. With Supportworks ESP it is possible to make a copy of a data dictionary and subsequently customise it to meet specific needs you have or the needs of another department or business unit. You can run multiple partitioned service desks on a single instance by creating a different Data Dictionary for each service desk, and you can then hare common data between them. myservicedesk.com EXPERT has the default ITSM service desk provided, if you perform any deep customizations you will make a copy of the ITSM data dictionary and customize that. You can have the default plus up to two customized data dictionaries running at the same time. You are only licensed to use these additional data dictionaries for servicedesks within your own organization.
  • 12 Months
  • 10
  • Optional
  • Optional
  • £3 / €3.50 / $4
  • £59 / €69 / $79
  • £3 / €3.50 / $4
  • £49 / €56 / $59

£79/€89/$99/ month per user
£79/€89/$99/ month per user
  • 2 Instances
  • 4
  • Semi AutomaticSemi Automatic In Supportworks, all application form and view customizations are held in a data dictionary. In a typical deployment, a working copy of the default ITSM Data Dictionary as well as server-side VPME scripts is made and any customer specific customizations are made to that working copy, the default ITSM Data Dictionary and VPME scripts are always present and is read-only. When Hornbill upgrades the ITSM application, the default ITSM Data Dictionary and VPME scripts are upgraded to the latest version and where required that underlying database schema is expanded to accommodate new features. However, the customers ITSM working copy Data Dictionary and VPME scripts left untouched and remain in a working state. Hornbill ensures that any application upgrades that affect the database are progressive to ensure previous data dictionaries/applications remain in working order after the upgrade is completed. Customers can switch one or more users over to the default ITSM Data Dictionary at any time, so in the case of an upgraded ITSM application, it's a very easy process to switch to the default ITSM Data Dictionary and preview the new features/enhancements in the customers own live environment. The software provides the system administrator with tools and functions that allow individual forms or other objects to be copied over to the customers working copy making it possible for customers to pick and choose the enhancements/features they wish to take advantage of. Optionally the customer can copy the default ITSM application wholesale and take the full upgrade if they have no customer-specific changes they wish to retain. When copying entire objects such as forms or views, and previous changes made to the forms or objects being replaces need to be re-applied. In most cases these are simple field or label changes so can be done quickly and efficiently using the graphical form designer tool provided.
  • UnlimitedUnlimited Every Supportworks ITSM deployment includes a read-only ITSM data dictionary. A data dictionary is a special store that holds all application behaviors, forms, views and application logic. With Supportworks ESP it is possible to make a copy of a data dictionary and subsequently customize it to meet specific needs you have or the needs of another department or business unit. You can run multiple partitioned service desks on a single instance by creating a different Data Dictionary for each service desk, and you can then hare common data between them. myservicedesk.com DEVELOPER has the default ITSM service desk provided, if you perform any deep customizations you will make a copy of the ITSM data dictionary and customize that. You can have the default Data Dictionary plus unlimited number (within reasonable system limits - 10 to 20 max) of customized data dictionaries running at the same time. You are only licensed to use these additional data dictionaries for servicedesks within your own organization.
  • 12 Months
  • 50
  • Advanced
  • Advanced
  • £5 / €5.75 / $6.50
  • One included
  • £3 / €3.50 / $4
  • £79 / €89 / $99
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