Help Desk Software Features

Read what people say are the most valuable features of the solutions they use.
David M. Colburn says in a ServiceNow review
Senior IT Service Management & ServiceNow Consultant at Independent
ServiceNow's out-of-box process configurations and service-based CMDB data model have revolutionized IT Service Management transformations. Leveraging out-of-box configurations and using frequent small-scope improvement releases (DevOps) has proven to be an effective approach for ensuring timely, lasting improvements to the core service management process. The traditional ITIL "gather all process requirements 1st" approach to tool design never worked well. In fact, organizations attempting this "Define all Process Requirements" approach would frequently customize the tool to be similar to the process/tool that they were replacing rather than adopting the proven ITSM best practices embedded in ServiceNow. This approach extends the time to value by limiting the focus on ensuring the critical process integration points that drive rapid quantifiable process improvements. With the right expert guidance facilitating the effectiveness of a strong executive sponsor to ensure the successful adoption of a true service-based culture, a SeviceNow implementation can drive quantifiable process improvements in three to six months in core processes, such as Incident, Problem, Change, Release, Knowledge, Asset and CFG management. With these core processes integrated and effectively automated, an IT organization is able to transform infrastructure monitoring activities into a true service-based and proactive Event Management capability. This in-turn drives rapid and sustained improvements to service Availability, Capacity, and Demand management processes. Quantifiable service levels may then be negotiated and aligned to meet actual business process requirements. Bottom line: ServiceNow has shattered the "Five years to a successful Service Management transformation" limitation. With the prerequisite guidance and sponsorship, measurable, and sustainable service level improvements, cost efficiencies can be achieved in 12 months or less! Note: * The importance of acquiring qualified an ITSM expert and their guidance can not be overemphasized. This is preferably to someone outside the current organizational culture. * The need for a skilled and charismatic executive sponsor is a proven success-critical requirement for rapid sustained improvements. The right leader will recognize the need for a compelling vision and formal sponsorship strategy for the entire IT leadership team, which they will be accountable for, will ensure the culture change from the traditional siloed infrastructure, and component management focused and heroic effort based culture to a true customer focused and service based culture. View full review »
In8392cOn says in a BMC Helix Remedy review
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that you can think of in the ITIL portfolio. View full review »
IVerlaek says in a JIRA Service Desk review
Director at a tech services company with 1-10 employees
Transparency of the system helps both internal and external persons involved. Statistics allow us to deploy resources where needed. It shows problem zones and where more capacity is needed or more training. JIRA SD also makes employees better as it helps them to feel more important when it comes to customer satisfaction. View full review »
it_user561243 says in a ServiceNow review
IT Coordinator at a financial services firm with 1,001-5,000 employees
The most valuable feature is the flexibility of development for customization. For example, we are starting now to expand the tool for HR and some other departments. They need applications or processes to improve their tasks. For instance, right now we are discussing, with the Internal Risk team, creation of an application inside ServiceNow so they can open a ticket and follow all the steps according to their process. One of the nice things about ServiceNow is that, if you have your process, you can design the ticket and the form according to your process. That is very useful and can be done quickly. View full review »
reviewer896733 says in a ServiceNow review
Director of Channels and Alliances at a tech vendor with 11-50 employees
The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version. The features continue to improve. We get new features and we can choose to turn them on or not, but we're always getting them. That is part of the program. View full review »
Frank Rossbach says in a Cherwell Service Management review
CEO with 11-50 employees
The dashboard is very useful to get a quick overview of current tasks, tasks which are overdue, and mail notifications with progress information. This has been helpful. View full review »
Joshua Lenning says in a BMC Remedyforce review
RemedyForce Administrator at a retailer
The console offers a clean UI for managing records and maintaining a history for each record. We find our staff is able to quickly jump into Remedyforce and understand the tool with minimal training. View full review »
Softwaref8bb says in a CA Service Desk Manager review
Software Manager
The database. The front-end is a little dated. They are working on it, but it is a little dated. So, the database and the power that is driven behind the database. View full review »
Henrik Ohlin says in a CA Service Desk Manager review
Service Architect at SANDVIK IT Global Shared Services
Right now, we are starting to be dependent on the CMDB a lot. It's increasingly important but, of course, as with many other customers, it's the ticket system that actually helps us a lot. For incidents, of course, that's the biggest use right now. View full review »
Enterpri549c says in a CA Service Desk Manager review
Enterprise Application Administer
I would say change management and request management, as well as CMDB. View full review »
Jeff Vielle says in a CA Service Desk Manager review
Regional IT Coordinator at Novus International
The ability to keep track. The work is tracked. Provides ease of customer interaction. Gives the customer a general sense that they're being helped. Email works, telephone calls work too. But having something that's tracked in this way just makes things easier. It also allows us to assign different areas, maybe it's a multifaceted problem. Whether it's a problem we have to work on, or another part that needs to be worked on with infrastructure; sometimes they're meshed together. This really lets the IT group and our group shine. View full review »
CarlosGarcia1 says in a ManageEngine ServiceDesk Plus review
Senior ICT Consultant
It has resulted in a positive experience to integrate ICT project management to our IT business reality so we value the following features: * ITIL integration * main ITIL processes on real application * easy to use and customize * initial deployment and additional customization with reliable logical application * consistently sufficient on results and data management * possible to adapt to our business reality * purchase order control * parametrization and business rules allow personalized customization of this module for great control * integration to third party applications for monitoring and reporting * no bugs or blocks in SQL integration * fundamental for our environment * versatile, powerful, and simple administration * project management integration View full review »
Lucas Mesquita says in a CA Service Desk Manager review
Information Technology Analyst at a Consumer Goods with 10,001+ employees
Ticket management and the knowledge base are the most valuable features of this solution. View full review »
ShayneQuaas says in a CA Service Desk Manager review
Global Manager, CA Solutions at a tech services company with 10,001+ employees
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 and trustworthy. It can be scaled to meet the ITSM needs of the largest global enterprises. The change module is particularly robust. It provides controls, visualization, and auditability. View full review »
William Teixeira says in a CA Service Desk Manager review
Data Administrator at a tech services company with 5,001-10,000 employees
This product has so many adjustment possibilities for many different clients. One of the features of this product is to elevate the customer experience. Due to the constantly increasing needs of the customers experience, we always have to make changes in the way we are working to provide satisfaction to our clients. Thus, this application has many thousands of ways to do that. View full review »
Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees
The most important part is the user experience. CA Service Desk Manager provides a great and helpful experience. It's a tool with constant updates and always thinking about and looking out for the user. It's a powerful tool that is able to do everything. Anything you need, CA SDM can help. CA Technologies have been improving the customer experience when we're talking about UI, probally it's comming soon a great UI about usability. It's comming with v17 a great functionality about upgrade - it's easier than ever. View full review »
Grey Howe says in a Spiceworks review
Spiceworks Consultant at a tech services company with 501-1,000 employees
Helpdesk and inventory are both equally valuable, and they form the true core of the product. View full review »
Bhavani Prasad Paragi says in a ManageEngine ServiceDesk Plus review
General Manager at Qwikcilver
I have found several features to be quite valuable. The first is the support ticket auto-routing mechanism, where we are able to create business rules that are used to automatically assign the ticket to one of our predefined groups. Another feature I find valuable is the SLA calculating, where the product is able to apply different rules based on the SLA. You can create your own SLA definitions. The third feature that I find very useful is the solutions module, where you can create a knowledge base. It is quite helpful when the agent is taking the information directly from the end user. Using this feature, we are able to increase the percentage of cases where the customer can be helped during their initial call. View full review »
Ahmed Shehata says in an Assyst review
Maintenance Engineer with 501-1,000 employees
* Great service catalog build * Simple administration (service catalog building — process builder) * Deep time tracking for each action taken * Pricing features * CMDB features. View full review »
Sr. Systems Analyst at Port of Vancouver
The most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions. View full review »
Gamal Elsabbagh says in a ManageEngine ServiceDesk Plus review
IT Engineer at arkas egypt
The most valuable features are the ticketing system and ticket handling features. I place a lot of value in our solutions centers. The solutions center functions as a troubleshooting hub as well as a problem-solving assistant. Finally, the remote desktop support service is of great value as they are very prompt and efficient. View full review »
Account Manager at a tech services company with 201-500 employees
The most valuable features are project management, change management, and the flow according to the mail chain. View full review »
Sridhar Babu says in a ServiceNow review
Senior Software Engineer at a tech services company with 10,001+ employees
I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer. These all look like features at the configuration level. But in Remedy, there is coding to do, while here it's just a drag-and-drop. I found that very useful. Also, the Client scripts are simpler when you compare with Remedy. And finally, the upgrades. The upgrade in Remedy is a project. But here, it is zero downtime for any code changes in an upgrade. These are all things which really are advantages ServiceNow. View full review »
Consultant2008 says in a ServiceNow review
Consultant at a consultancy with 10,001+ employees
* Request module * Orchestration * The PPM Module is pretty important in our organization The workflow is something we use on a day-to-day basis. It's pretty handy the way it is in ServiceNow. As our ServiceNow implementation focuses on Healthcare domain which is highly regulated , Hence we are unable to follow the full agile way to develop/implement application enhancement or new requirements , Hence we follow a hybrid delivery model where we have integrated following servicenow modules Demand-Requirement-agile Developement- Test Management -Defect Management- Change Managementto bring our releases/changes in a regular basis , enables us to practice CIP & also helps us in having an end to end tracebility. Also, in the Service Portal, use of Angular JS gives a very good look & feel & a lot can be done with OOB widgets - By modifying existing widget which is pretty simple, We can leverage a lot on top of it. Finally, I also like the architecture for collaborating between business logic and client interaction on our client interfaces. View full review »
Vadim Tomkevich says in a ServiceNow review
Project Manager, Manager of ITSM Consulting Team at a tech vendor with 10,001+ employees
The most valuable features generally depend on our client's needs, but most often it's some type of basic setup like incident management, request fulfillment, SLAs, problem management, change of management, and knowledge management. In other cases, it can be something like an ITBM suite. Currently, we are implementing project management and Scaled Agile Framework for one of our customers. It actually has quite a wide list of modules and processes. View full review »

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