Spiceworks Review

It's given us a foundation on which to build release and service management, but integration to social and collaborative tools could use improvement.


Valuable Features

  • Help desk/service desk (ticketing tool)
  • Inventory
  • Reports
  • Analysis
  • Dashboards
  • Device/network overview

Improvements to My Organization

  • The control over IT organisation, understanding of issues & problems
  • Control over change
  • Possibility to measure internal SLA's
  • Possibility to protectively address issues, and get an understanding of reoccurring problems
  • Measures the IT organization and business organization skills
  • It's a good tool to build a good foundation for release management on
  • It's a good tool to build a good foundation for service management on
  • Alerts give us a direct overview of issues in our environment

Room for Improvement

The social and collaborative tools, such as integration to LYNC, Yammer, or equivalents.

Use of Solution

I've been using it for two years, and the Spiceworks Network Monitor (7/10) for one year.

Deployment Issues

No issues encountered.

Stability Issues

No issues encountered.

Scalability Issues

No issues encountered.

Customer Service and Technical Support

Customer Service:

Over 10/10 as the user network is incredibly active.

Technical Support:

I've never had to use it.

Previous Solutions

It costs nothing, but I see Spiceworks as a gateway tool. Learn the ropes of service & operation management in a free tool, then switch to a more advanced tool afterwards if necessary.

Initial Setup

It's totally straightforward, and you can do it with your internal resources, without training or support.

Implementation Team

It was all done in-house.

ROI

This is difficult too measure as it's a free tool.

Pricing, Setup Cost and Licensing

It's free.

Other Solutions Considered

We also looked at ServiceNow.

Other Advice

Have a good understanding of what you need and for your IT strategy. Focus on service management, train in service management then implement this tool.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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