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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).
Not provided by vendor
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.
The Landesk Service Desk had been a great help with organizing work orders and requests within our department.
While building processes, dashboards and forms, it took too much time to complete the tasks due to counterintuitive layout and inability to find specific features.
The most I liked about Landesk is to set the reminder of the ticket you are working on and would like to get remind in future.
It was a little confusing. Once I entered my invoice I wasn't able to go back and view it, I didn't like that, and I wasn't able to change it.
If you're looking into this software for a large or small organization, i'd highly recommend it for either. It is such a versatile piece of software that any size department would benefit.
I have been using LanDesk parallel with Citrix for one of the customers which my team supports and I’ve found it easy to use.
SolarWinds Service Desk
Top FeaturesIvanti Neurons for ITSM
SolarWinds Service Desk
Ivanti Neurons for ITSM
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