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.


What is most valuable?

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

How has it helped 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

What needs improvement?

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

For how long have I used the solution?

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

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are 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.

Which solution did I use previously and why did I switch?

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.

How was the initial setup?

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

What about the implementation team?

It was all done in-house.

What was our ROI?

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

What's my experience with pricing, setup cost, and licensing?

It's free.

Which other solutions did I evaluate?

We also looked at ServiceNow.

What other advice do I have?

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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