How do you or your organization use this solution?
Please share with us so that your peers can learn from your experiences.
We are a solution provider and this is one of the systems that we implement for our clients. This solution covers most of the IT lifecycle. The emphasis is mainly on incident management, change management, program management, and request fulfillment. We also have the System Management patch for network monitoring.
We are primarily using this solution for incident requests. We track our CI CMDB change requests. We are using Service Desk Manager in a wide scope that is not in a single location but across Europe.
We primarily use the solution for incident and change management.
We use this solution to improve user experience. With the new xFlow and Service Point features, we are able to bring users even further to our side. This is a huge gain when we look at a heterogeneous environment in terms of culture and variety of systems in operation. Demonstrating ease of use and interaction for end users along the same line of usability for support analysts was a key factor in the success of the deployment.
We use this solution for request and incident management, as well as configuration.
The main purpose is for service desk use. It is a repository of information.