Serviceaide

Avantages

I really like what I get as an administrator. Everything is conected, and simple to configure. The self-service portal and it's features is also amazing.

Inconvénients

The service feedback is awful. We can't embed the question, we can't personalize our forms, even the service feedback e-mail is bad.

Avantages

The interface is seamless. Setting it up was easy (I come from a fairly tech background but even if you don't, their support is quick to respond to and help you out with the smallest to the biggest of the questions or requests - yeah, I've tried them all :). Once its all setup, you will see the beauty of IT Service Management at the price that this comes at. Defining the workflows for different paths of approvals to be taken depending upon the nature of request was an added advantage. The backend update cycle is efficient since I've seen multiple update cycles and notifications for new features that are made accessible to us. SLAs could be well defined for the request chains. Creating multiple sub-units within a parent unit is one of the main reasons why we use this product as it solved our ever pressing need to restrict visibility of users and implementers from one department to peek into the stuff of others!

Inconvénients

The default reporting is great. Advanced reporting is amazing but it does need the help of the support team to set it up but once its setup, it gave us exactly everything what we needed by joining multiple tables across its database.

Avantages

If you lack leadership in the IT Service Management area and are looking for a solution that will instill discipline (and you are comfortable with outsourcing those choices to a software vendor) then this solution has a lot to offer you. It imposes a way of approaching service management and if you need that outside imposition it'll do a world of good for you.

It does have an increasingly modern look a feel (since being set free from CA Technologies). Uptime has also improved through a migration to AWS.

Avantages

Ease of use, vast features, robust workflow engine, product integration API's, low cost.

Inconvénients

Limited CMDB capability

Avantages

Easy to set up FLOWS: incident management, demand, change, task and problem;
SLA works well;
Flows of APPROVAL by the system is very cool;
Several organizations; Templates; Groups of service;

Inconvénients

REPORT creation is complicated (when we have to find the corresponding tables);
Difficult to create a graphics for DASHBOARD;
SATISFACTION SURVEY is made by link in email and I would like mailed to the body of the email;
Fields "impact", "urgency" and "priority" visible to users;
The team of SUPPORT and Engineering are slow.