We were looking to replace our Helpdesk with a new solution. Some products promise a complete ITIL ready solution while other products offer a basic – helpdesk version with an option to upgrade to the full-fledged Service Desk for the price.
There are many Service Desk solutions out there. In addition, a technician would be able to deploy software which is considered as a standard for the company. When a technician working in helpdesk receives a call, what tools does he require to be efficient? He needs access to the Active Directory, to unlock user accounts, access to information about computers on the network, printers, IP range, switches information… Ideally, a technician would have access to Switch Port Mapper, Service Desk, Knowledge Base, Software and Hardware inventory. Lansweeper review – all in one-time saver Compare that to Java based Service desk solutions where you quickly see that the product gets slower and RAM consumption goes to the computer maximum. When you click on an action, it will open instantly. Lansweeper is a perfect companion to every IT department where you want to save time. We got used to the solution, but it just wasn’t there. In the end, solution ended up pricey and clunky. Because they were from the same vendor, they integrated a bit, you had an option to deploy software from the Service Desk, but if you wanted to use the inventory you had to log into the program. But the licensing was treated separately. Because they were from the same vendor, they were able to share data. We tried to use one product for Service Desk and another product for Asset Management from the same vendor. Price – good all in one products are either rare or expensive.
There are two reasons why we chose multiple vendors for the services: For example, we used Service Desk from vendor 1, Knowledge base from vendor 2, asset management solution from vendor 3, etc… In the end, while we had all the information, information was not available from one place. We used to use several programs which were all used separately. While some were very good, none of them was like Wow. We have decided that it’s time to move from our helpdesk solution as we needed a better solution. Sometimes, just sometimes, I stumble on a product that gets me really excited.
0 kommentar(er)
