HEAT Service Management Competitors and Alternatives

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Ahmed Issawi
Real User
System Architect ITSM application at Michigan State University
Feb 13 2017

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... 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... 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... more»

Which solutions did we use previously?

When we first started, we really didn't have a solution. It was kind of easy just to say, "Hey!" We put out an RFP. We had about 15 vendors, and... more»

What other advice do I have?

Go in with an open mind. CA sometimes has a negative connotation just because it's a big company. Go in with an open mind and work with the... more»

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