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Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).
SMEs, IT departments in large organizations, MSPs, government/public sector, and enterprises seeking open-source solutions for cost-effective, customizable IT service management
It allows us to manage our tickets and resolve issues in a much more organized and timely manner than before we had an ITSM ITAM solution. Samanage offers a good product at a great price.
No option to have a 10 or 15 minute warning before SLA breaches (quite important for us as it's possible to easily miss these due to high ticket volumes).
We really enjoy that it is mobile friendly and that we can access it anywhere even when not on our network. It is very easy to use and to customize to our customers and our liking.
I dislike the software management portion of this solution. It is next to useless if you need to manage software licenses or counts.
The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost effectiveness. Samanage has succeeded in all these areas.
Getting confused sometimes about where a specific feature may be.
We like the ease of use, customer support, the community and the API integration feature. Good dashboard and the customer facing portal is a great feature.
The Chat response from an agent on Solarwinds takes time to respond. If there's an outage the email delivery is slightly delayed for the announcement.
ITOP is a powerful and versatile tool that offers a wide range of features to effectively manage my IT infrastructure. What I particularly like about iTOP is its ease of use and intuitive interface.
The initial setup of the processes can be lengthly if there is missing information for the organization to be customized. There is no auto assignment during the ticket's creation.
We have not touched the other modules like Incident and Change etc. The CMDB portion is pretty well defined and does allow for customization which is a huge aspect for us.
There are some odd little bugs as well that we have had to get through but no show stoppers.
ITOP: The perfect software to manage your IT assets efficiently.
Stops you from browsing or accessing any sites including email or working online.
Quality technical support: The technical support provided by iTOP is excellent.
Very intuitive software for ITIL processes. Includes options for Incidents, Configuration Problems.
Prioritize real-user-identified key features according to your needs to find your best fit.
SolarWinds Service Desk
iTOP
SolarWinds Service Desk
iTOP
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