Spiceworks Review

The ease of using the ticketing system has formalized or project and process work.


Valuable Features

The help desk ticketing system is of the most value to us, also the knowledge-base and network scanning is used often.

Improvements to My Organization

The ease of using the ticketing system has formalized or project and process work a great deal, because now we have an easy to use central location to store ticket related data.

Room for Improvement

I’d like to see a more formalized classification system for tickets that would allow me to analyze where (on what functions) our team is spending most of the time and resources.

Use of Solution

We have used Spiceworks for three years – transferred from SysAid.

Deployment Issues

Spiceworks could improve the upgrade procedure. It regularly fails and we have to use the workaround to get a new version installed.

Stability Issues

It regularly fails when we're upgrading.

Scalability Issues

We've had no issues scaling it.

Customer Service and Technical Support

Very good – the community is very fast to respond and is full of professionals.

Previous Solutions

Before Spiceworks we used SysAid which was quite good also, but not worth the extra money compared to Spiceworks.

Initial Setup

Initial set-up is very straightforward – any semi-pro can do it in an hour or so.

Implementation Team

We implemented it in-house. There's no ned to use an outside contractor because the setup is very easy and you learn a great deal by doing it yourself.

ROI

ROI is very good since this is AdWare software.

Other Advice

Considering this is AdWare this is a very good product with all the right tools for a medium sized IT department. I would recommend it for any IT department that has less than 20 members.

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

Sign Up with Email