Help desk software report from it central station 2018 01 20 thumbnail
Find out what your peers are saying about ServiceNow, Zendesk, BMC and others in Help Desk Software.
253,234 professionals have used our research since 2012.
Help desk software report from it central station 2018 01 20 thumbnail
Find out what your peers are saying about ServiceNow, Zendesk, BMC and others in Help Desk Software.
253,234 professionals have used our research since 2012.
Chart Key
Average Rating
Average rating based on reviews
Views
Number of total page views
Comparisons
Number of times compared to another product
Reviews
Total number of reviews on IT Central Station
Followers
Number of followers on IT Central Station
The total ranking of a product, represented by the bar length, is based on a weighted aggregate score. For Views, Comparisons, Reviews, and Followers the score is calculated as follows: The product with the highest count in each area gets the highest available score of 17.5 points. Every other product gets assigned points based on its total in proportion to the #1 product in that area. For example, if a product has 80% of the number of reviews compared to the product with the most reviews then the product's score for reviews would be 17.5% (weighting factor) * 80% = 14. For Average Rating, the maximum score is 30 points awarded linearly based on our rating scale of 1-10. If a product has fewer than ten reviews, the point contribution for Average Rating is reduced (one-third reduction in points for products with 5-9 reviews; two-thirds reduction for products with fewer than five reviews). Reviews that are more than 24 months old, as well as those written by resellers, are completely excluded from the ranking algorithm.
Most Views
From IT Central Station visitors
Most Followed
By IT Central Station users
Most Compared
From IT Central Station visitors

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.

Help Desk Software Reviews

Read reviews of Help Desk Software that are trending in the IT Central Station community:
Your trust is our top concern, so companies can't alter or remove reviews.
95729021 9b11 482b 9ffc 2ee3dc788719 avatar
Real User
Sr. Application Development Specialist: Service Manager at a health, wellness and fitness company with 1,001-5,000 employees

What is most valuable?

One of the of things I like best about HPE Service Manager is while it's a solution that does work out of the box with some configuration, its real strength is its ability to change for your organization's infrastructure. What I do with the... more»

How has it helped my organization?

When we're doing a refresh of workstations, as everybody needs a new PC every two years, the team that's managing that refresh process, just says, "We want a way to open this refresh ticket. We want it auto-populated with all these specific... more»

What needs improvement?

My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user. They went to what they call code-less, really it just means you code less. It's not really... more»
Servicenow
ServiceNow
Anonymous avatar x80
Real User
Asst. Director, Technology Support Services at a university with 1,001-5,000 employees

What is most valuable?

I think the most valuable feature is just the ability to take the whole organization and put it in one place. Traditionally, my background has been in service desk, and so someone who call with a problem and we would deal with it. If it was... more»

How has it helped my organization?

Traditionally people saw different facets of IT as different areas of responsibility, so incidents were handled by one group, and problems were handled by another, but they never really called them that. They just called them "tickets," or... more»

What needs improvement?

The biggest hassle we have for ServiceNow has been licensing. We have a lot of student workers. When you have cheap labor that's right at your doorstep, you can't turn them down, and so we have a lot of functions at the university, not just... more»
Help desk software report from it central station 2018 01 20 thumbnail
Find out what your peers are saying about ServiceNow, Zendesk, BMC and others in Help Desk Software.
253,234 professionals have used our research since 2012.
Servicenow
ServiceNow
Anonymous avatar x80
Real User
Sr. Systems Admin at a software R&D company with 1,001-5,000 employees

What is most valuable?

The most valuable features at this point in time for me is the ability for tracking changes, for tying changes in the problem tickets together, tying incidents together to the problem tickets. The interaction between our user to IT aspect,... more»

How has it helped my organization?

ServiceNow was implemented over seven years ago. When I came on it was already implemented and I didn't have much of a role in getting ServiceNow changed, add-ins, whatever. They weren't reaching out to other companies. I was basically... more»

What needs improvement?

I actually don't know. To be perfectly honest, I feel that just about any tool, as long as they have the same offerings, can be modified to fit the company that is attempting to use it. Take a look at an ERP solution. ERP has been around for... more»
Anonymous avatar x80
Real User
Enterprise Application Administer
Jan 01 2018

What is most valuable?

I would say change management and request management, as well as CMDB.

How has it helped my organization?

It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process. That is something we have never had... more»

What needs improvement?

We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon. We are very excited about that. That is something we use a lot. We would like to see them integrate more... more»
Servicenow
ServiceNow
Anonymous avatar x80
Real User
Performance Analyst at a insurance company with 1,001-5,000 employees

What is most valuable?

Immediate insight into reporting. For us it's about trying to wrap our heads around the volume of tickets that are coming in the door. How quickly we're getting our turn time done? Those were things that were missing from our incident management platform. We could basically do a data dump once a week, dump that into an Excel spreadsheet, then do some computation... more»

What needs improvement?

It was all on Fuji. Some of the things I'm going to say might already be in Geneva and Helsinki. We use a zipper product for our project management portfolio, demand management and resource planning. From what I have heard, and what I've seen thus far, resource management needs to be a little tighter. We're running performance models around capacity planning. We... more»
Spiceworks
Spiceworks
3e410fe5 303c 41ac 93c6 294873e0fbdd avatar?1437013670
Consultant
Spiceworks Consultant at a tech services company with 501-1,000 employees
Aug 24 2017

What is most valuable?

Helpdesk and inventory are both equally valuable, and they form the true core of the product.

How has it helped my organization?

I don't have a specific organization at this time. I was a SpiceTrainer, and I helped other organizations deploy and manage their Spiceworks installations. When I began using the product, I was working for a company that had no helpdesk, and... more»

What needs improvement?

Recently, they deployed a login process that links to their online community. While I understand that change, I don't agree with it. They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login... more»
Servicenow
ServiceNow
Anonymous avatar x80
Consultant
Senior Consultant at Devoteam

What is most valuable?

As a platform approach I would say I really like this vision of saying ServiceNow is an application platform now as a service where we can build any application we want to so we have some applications on the baseline like in sales management, like change management, now customer services, like security operation. If we need to build other applications we can do... more»

What needs improvement?

It's like when you work on science, you say, when I answer one question, I have 10 other questions rising up. I see the same thing with ServiceNow. When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again. Here what could we do? They probably have a lot of things to do with... more»
E09a99dc 5c47 4a42 836d 9ecf07fb2ddc avatar?1453279457
Real User
Director of Technical Operation Services at a tech company with 1,001-5,000 employees

What is most valuable?

When we selected it, it gave us a framework, a structure in the space of idle, which is real important to our company because understanding how we deliver service in the areas of incident management, request management, and change management... more»

How has it helped my organization?

CA Service Desk benefits come in the fact that it gives you some aspects of automation, which is really key to our operation. We're not a typical help desk like most companies are that use Service Desk, we're a service center. While it is... more»

What needs improvement?

One of the biggest things we're talking with CA about is the integration between CA and PAM. PAM is a powerful tool, in fact, CA PAM is the single most important employee in our company because it basically orchestrates well over two hundred... more»
Servicenow
ServiceNow
797b9234 7c5a 4689 a4fd 0add6dfc6aa2 avatar
Real User
Manager of Helpdesk at Bloomin' Brands

What is most valuable?

For our company, it would be incident management with the ability to track and report on that. Showing trends and then tying that into problem management as well. Also completing the whole circle, so problem management and change management.... more»

How has it helped my organization?

From our perspective, it's the ability to customize it and provide the different platforms. A good example is that within our organization we have incident forms that are tailored to IT and we have incident forms that are tailored to other... more»

What needs improvement?

I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them. A good example is inside of my self-service portal, we use heavily utilizing the wizards that... more»
27cb2c82 fa60 450e b820 2f9b04daa43b avatar
Real User
Chief ITSM Tool Architect at Michigan State University

What is most valuable?

Some of the features that we really like about the solution is that certain parts of it are pretty expandable and customizable. The support that we get from CA has been pretty good. We haven't had major issues with them, and they're really... more»

How has it helped my organization?

Honestly, we started off just using one part of the solution, just using request management, and then gradually, as they've improved the application, we've actually started to use it more and more. Now, we use it for our change management,... more»

What needs improvement?

Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek. It'd be nice if... more»
Servicenow
ServiceNow
E4aac117 e11e 41d2 b3b8 f82f01a98871 avatar
Real User
IT Applications Manager at a legal firm with 1,001-5,000 employees

What is most valuable?

The flexibility of the platform, being able to modify forms or modify workflow, building applications, utilizing basics that they've given you and being able to expand them to adapt to your own personal environment. Everybody says that "This... more»

How has it helped my organization?

I think the value comes from centralizing processes across business units. I've seen it where we started in IT and then we've brought in teams like library functions or secretarial support, security auditing for cybersecurity needs, making... more»

What needs improvement?

I think that the product has grown considerably over the last few years. Initially, I had some issues with just ease of use. I was on Fuji before I started at my current employer. I came in and they're on Geneva. Between Fuji and Geneva, it's... more»
Servicenow
ServiceNow
Anonymous avatar x80
Real User
Sr. Engineer at a financial services firm with 501-1,000 employees
May 15 2017

What is most valuable?

We've not really had a good view, I think, of our different configuration items, I would say, and things of that nature. Being able to get Discovery and some of the automatic relationship, that's going to end up getting set up as part of... more»

How has it helped my organization?

I think, for the most part, we've used prior ITSM solutions and they've just been a little bit more difficult to integrate and customize into the rest of the things that we do, I would say they're kind of standalone products. Something like... more»

What needs improvement?

Actually the biggest problem that I see for it, especially in a smaller organization such as ours is, I know you've got plenty of partners that are looking to take care of this, but we've got, you know, a fairly advanced IT organization. We... more»
Servicenow
ServiceNow
492a119a fefa 400b 93c8 d0706074e906 avatar
Real User
Co-founder at ClarityWorks BV

What is most valuable?

ServiceNow is such a broad framework that you can basically touch upon any improvement that you want to do in your company. Whether it's financial, healthcare or HR related. I think you can use your imagination to build anything that you want... more»

How has it helped my organization?

Architects and solution designers can come up with the greatest things but more complex organizations cannot just be blended into an ideal model. There's always contradicting stakeholders especially in the field of service management. I'm... more»

What needs improvement?

Well the funny thing is that we develop based on ServiceNow and you see a lot of apps being made. I think whenever you see shortfalls or improvement opportunities for ServiceNow that are being built by third party companies, the next release... more»
Servicenow
ServiceNow
Anonymous avatar x80
Real User
Unit Manager at a healthcare company with 1,001-5,000 employees

What is most valuable?

I'm the unit manager of the network operations center so I'm a core user of the tool. I don't get involved in the development, deployment or support of it, but we get a lot of tickets in the network operations center. I think probably some of... more»

How has it helped my organization?

I think it's bringing a lot of stuff that's been handled by a lot of different applications and a lot of different areas in one place. We grew up with a few different areas which had their own tools for a long time for ticketing and managing... more»

What needs improvement?

I would say there really isn't anything I found that I really dislike. Now the caveat to that statement is we've been going at the deployment for a while. Again, I'm the user, the consumer side of the tool. What I'm waiting and watching to... more»
Servicenow
ServiceNow
Fe397474 5f70 43da aef9 25c894e77972 avatar
Real User
IT Manager at Utah State University

What is most valuable?

The most valuable parts of ServiceNow for us is the flexibility that it has, that it's a platform, and that we can develop pretty much anything that we need, not only for IT, but also for HR, our finance department, our register's office,... more»

How has it helped my organization?

It gives us one platform that we can go in and do reporting. Reporting is probably one of the key features, it's getting access to data that we have in ServiceNow and being able to report on that is a key element in how we are analyzing and... more»

What needs improvement?

Probably the biggest thing that is frustrating is the changes in their price structure, their price modeling. That's been very frustrating for us. Since we came on four years ago, it's changed quite a bit over time. There's been a lot of... more»
A8d3a0ea acc2 4d9b 81d6 a3463b109abc avatar
Consultant
Senior Consultant at a tech company with 51-200 employees

What is most valuable?

The important part for me is not related to any of the features the product offers as such as it doesn't offer anything some other product wouldn't offer. What I find comforting is that CA has been around for decades and therefore it is seen... more»

How has it helped my organization?

I've worked as an employee and as an independent consultant for a number clients so I can't really speak to how this product has improved my organization. Usually, the organizations that decided to buy CA's service management solution had a... more»

What needs improvement?

The product has traditionally lacked the tools to support data migration from development to QA and then to production. CA has made a tool for this on the latest release but I haven't laid my hands on it yet. Also, data manipulation outside... more»
Servicenow
ServiceNow
Anonymous avatar x80
Real User
Sr. Program Manager at a media company with 1,001-5,000 employees

What is most valuable?

It's serving our end-user community, making it simple for them to order products, get service from our incident help desk, and perhaps even helping everyone across the globe because we have to stay connected somehow, and ServiceNow does that... more»

How has it helped my organization?

I think I want to focus in on our assets. We do many things for studios, and internally, we use a lot of hardware, so we want to be able to find and understand where our assets sit. If there's a breakdown in communication, how do we service... more»

What needs improvement?

Maybe cost in one sense because when you make that investment from the other side of it, you're looking at the cost, but we've been having that ongoing debate. Empty glass could be your cost, but the full glass or maybe half full, or half... more»
8a067051 c39b 4fff 8472 ecf1caab1ff7 avatar
Real User
Global Manager, CA Solutions at a tech services company with 10,001+ employees
May 10 2017

What is most valuable?

The core SDM component (the ticketing system) is the most valuable to me. It is reliable and covers the basic ITSM process stack very well (I,R,P,C). I am an IT consultant specializing in ITSM tools. The CA system has proven to be reliable... more»

How has it helped my organization?

The system becomes a centralized place for ITSM data and process automation for the enterprise. For example, a monitoring system generates an alert on a production server (the SDM system will integrate with any monitoring tool on the planet).... more»

What needs improvement?

The suite has grown too large, and has been pulled together from a series of acquisitions. For example, the Service Catalog, the process automation engine (IT PAM), and the Asset Portfolio Manager are all separate systems attached through... more»
Anonymous avatar x80
Real User
Tools/Situation Administrator at A.H. Belo

What is most valuable?

We like the fact that all the tools interconnect. We can do everything from Service Catalog, such as create change orders, without having to use our ticketing system. It automatically ties it in to it. For example, for our new-hire process,... more»

How has it helped my organization?

Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff. We no longer have to have a 24-hour help desk, because our employees can create the... more»

What needs improvement?

There are a few things I would like to see.Service Desk has a quick profile feature, where you can pull up everybody's environment, including all their assets, their ticket history and everything else. When I go in to actually look at their... more»
903e29fa ca99 4270 8b44 579732cc42f1 avatar
Real User
Systems Monitoring Engineer at America First Credit Union

What is most valuable?

From the user perspective - we don't use employee self-service, so I would consider a user the help desk agent. For them, it's the simplicity of live support as it has the big data behind it so as they're going through a transaction or a call... more»

How has it helped my organization?

Because of the administration ability, being put into SaaS, we've now been able to spend time looking at other processes. Before we went to Service Anywhere, we did not have Operation Orchestrations so we weren't doing any kind of automation.... more»

What needs improvement?

I'd like to see better ways of getting reports into a paper copy which means the ability to export into Excel. They've got a little bit of an issue there with rich text fields not being able to. The suggestion is using what's called the BI... more»
Help desk software report from it central station 2018 01 20 thumbnail
Find out what your peers are saying about ServiceNow, Zendesk, BMC and others in Help Desk Software.
253,234 professionals have used our research since 2012.
73e77626 e5cc 497d 98dd e0a8685fd482 avatar
20
Consultant en organisation & chargé de mission à l'international
• Recommandations auprès de la direction Générale de la SNCF sur la mise en place de plans d’actions régionaux • Consultations et formations dans les pays membres du Conseil de l’Europe sur l’élargissement des Programmes Européens Jeunesse • Analyse des besoins en situation de post-crises... more>>
Fazal ur rehman shah li?1414334820
292
Senior Consultant/Project Manager
- An astute professional with over 20 years of experience in IT Project Management, IT Infrastructure Management & Service Delivery, Networking & Systems Administration with technical expertise in the implementation, operations and support functions of mission-critical business solutions... more>>
Reviewed ManageEngine ServiceDesk Plus: We use it for ticket logging. I'd like more automation.
D1d3cb4c dab3 499b 95b4 be77373dfe81 avatar
1
TOP 5
SR. ITSM/BSM Consultant (Remedy)
Broad experience planning, architecting, managing, delivering professional services, presales and technical support of BMC BSM Software solutions for leading companies across many industries and countries. Successful projects OutOfTheBox (OOTB), customizations, integrations and custom... more>>
3e410fe5 303c 41ac 93c6 294873e0fbdd avatar?1437013670
644
TOP 5
Spiceworks Consultant
Using knowledge from my Cisco, HP, Microsoft, and other platforms and vendors, I've assisted in multiple projects from office start-up and infrastructure build-outs, all the way through continuing maintenance, project close-out, and office shut downs; full life term for IT in all aspects. My... more>>
Anonymous avatar x100
123
TOP 5
Senior ITSM Consultant
--Certified in DOEACC A - Level from DOEACC Society,New Delhi ,India. --Certified in VB 6.0,Oracle 8i from Cat Technologies,Hyderabad. --Certified BMC Remedy Administrator ARSystem 7.X. --Certification in MS-SQL Server2008 Microsoft Arabia, Riyadh. --Certified ITIL V3 from... more>>
Fbc40070 baa7 410f a0a8 224528b510a7 avatar?1437380287
1,271
Managing Director
15+ years experience in enterprise IT management in ITSM, BSM, CMDB and Enterprise Software development and delivery. Experience in building a company from inception to execution, including all business development activities, Software development, Operations and delivery. Working closely with... more>>
C70bd193 9faf 494e 8092 7e19eba1a5af avatar
112
IT Governance Senior Consultant
More than 10 years of professional experience, with technical background in management, administration, support and operation of infrastructure systems and networks, mostly based on Microsoft technology, including performance of duties associated with coordination and project management,... more>>
43f405c0 44a3 433b b7fa a5e12342b9d5 avatar?1449466195
204
TOP 20
Remedy Consultant
4.5+ year of experience in IT/ITES industry in consulting, design and implementation of Remedy, ITSM, SRM and Software development using Microsoft Technologies. Expertise in consulting, design and implementations of BMC Remedy ITSM v7.x, v8.x suite for multiple enterprises, including specifically... more>>
B6d9ff08 dc3e 41f1 b0da e32e11cc36ca avatar
1,725
TOP 20POPULAR
Senior Consultant
I consider myself a dynamic and hard working person. I try to keep my working and leisure time at balance in order to give my best in both. Being highly results-oriented and a fast learner I have had a fast career progression in my first employer but I keep working hard to excel and exceed... more>>
B96315a9 e20a 499a adfe 6af7a3c289db avatar?1437347278
2,383
TOP 20POPULAR
Director of Operations
I have over 15 years working with ITSM solutions, specially related to improving service quality but without direct impact on budget limitations. WIth knowledge, experience, technology and the right team it is possible to deliver a better IT service within the organizations. Especializações:... more>>
Reviewed Cherwell Service Management: The Business Process feature allows us to customize...
Fa4bf4f0 282a 4d2c 8347 e0ff48178cc0 avatar?1456661780
625
BMC Remedy/ITSM Administrator and Consultant
Since 1996 I have been a Remedy consultant for a variety of organisations including: Brunel University BNP Paribas EUROCONTROL with experience in the ITSM Suite and custom applications. I also have many years experience in the User Support role dealing with a wide variety of users and... more>>
1873a050 f42e 4044 a45f f2732c14ea78 avatar
430
e-Commerce Consultant
Focused on: - e-commerce startups - product & project management - cross functional teams - business processes optimisation - KPI's
David kara li?1429517586
370
Software Consultant - Executive Director
• Dual language M.Sc. degree in Master of Sciences in Electronic and Computer Engineering (with Europass Diploma Supplement) • Developer with the ability to understand business needs • Proper understanding of business and technical challenges of an enterprise • Six years experience in HP... more>>
Reviewed Micro Focus Service Manager: I like the general behaviour but it wasn't always...
D40e0682 1603 49c0 9f91 02c52c9c034c avatar?1451321292
511
IT freelancer/consultant
Over ten years of IT experience in system analysis and management in a Fortune 500 company. Extensive involvement in infrastructure facilities, server, SAN, and network support. Strong background in financial and operational aspects of IT infrastructure. Immaculate work ethic and personal integrity.
E211cde6 3246 4ead a9e5 eb15f266f83d avatar?1447793130
552
Specialties: Customer Care Operations and Technology, HR Shared Services Operations and Technology, Customer Experience Assessment, Computer Telephony Integration, RightNow CRM, Salesforce.com and ServiceMax. KCS Practices Certified, Certified Service Cloud Consultant, Certified ServiceMax... more>>
Reviewed Salesforce Service Cloud: The cloud infrastructure helps to speed up...
4ec17f7a 4fdc 42e5 a20f cf4dcb355dcf avatar
330
I am a result-oriented customer-centric IT professional with entrepreneur and engineer mindset with over 7 years of experience which includes Cloud Technologies, Agile Development Methodologies, Project Management, Product Development, direct/indirect customer support, market research, supplier... more>>
Reviewed Salesforce Service Cloud: The two most valuable features for us are the...
D9571bb5 f367 4d67 aa1e be2cd90b0a30 avatar?1451161096
721
Business Process Consultant
Training & Certifications: Salesforce Certified Administrator Salesforce Certified Advanced Administrator Salesforce Certified Force.com Developer Salesforce Certified Platform App Builder Geslaagd Assessment bij Dewitt & Morel als People/Project Manager Business Presentation... more>>
9325632a 1b77 4db7 97de 5cddeaddf34b avatar?1452780414
1,005
Director of Client Success, Co-Founder
Co-Founder and Director of The Chat Shop. e: hello@thechatshop.com p: +4420 3567 1037
Anonymous avatar x100
121
Senior Consultant
Proven expertise in ITSM consulting with an objective to create value for customers. Extensively worked on ITIL Process and ITSM tool implementations. Subject Matter Expert for Service Request Management (SRM). Sound knowledge of ITSM, SLM, CMDB, Dashboard and Analytics. Hands-on with... more>>
Anonymous avatar x100
189
IT Consultant - SNOW
Experienced IT professional with over 8 years of professional experience in IT service management, asset management, software development, process improvement, release management, and business analysis. Accomplished leader with proven ability to deliver high quality IT products and services on... more>>
Anonymous avatar x100
1,370
POPULAR
Senior Consultant
Certified ServiceNow consultant and certified JEE developer. Highly professional and independent individual with banking experiences and interested in system integrations.

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