ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on.
ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.
Easily integrates with other tools.
One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted.
Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.
The reporting is very good.
The most valuable feature is the reporting of incidents.
It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.
The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space.
The reporting is very good and you can do incident matching.
The feature that we like best is the stability of the product.
What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.
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Rony_SklarCommunity Manager at IT Central Station
Which help desk software would you recommend for this purpose?
What is Help Desk Software?
When asked to weigh in on the essential features of help desk software, IT Central Station users pointed to customizable workflow automation, escalation mechanisms, and an internal system for creating tickets for issues that end users are dealing with. Other features like templates, scripts, and decision trees were also useful, along with notifications, reporting, and scheduling. A knowledge base is an important aspect of help desk software for end users to utilize, and mobile applications that afford users the ability to raise tickets on the go are also of great value. These same applications enable the end users to receive, address, and answer these tickets mobily as well.