Ideal for companies that have already adopted service management software, probably tried to utilise Case Management in one of a plethora of CRM tools and found the configuration options and support maturity to be wanting but at the same time do not have a big enough team to adopt a fully ITIL aligned solution.
Or for organisations looking for a HR, Finance or Customer facing type service desk with state of the art reporting and dynamic dashboard functionality.
Purchase additional named and concurrent user licenses as and when required with the option to seamlessly upgrade to Enterprise at any time. All editions include a feature rich automation tool called “ Business Rules Engine” to help Admins to create auto escalation, routing and notifications.
| Function |
Available |
Function |
Available |
| Aligned to ITIL best practise and principles |
Yes |
Configuration Management Database (CMDB) |
Yes |
| Available as a Hosted Service |
Yes |
Assets |
Yes |
| Available to be Locally Installed |
Yes |
Related Assets |
Yes |
| SQL |
Yes |
Critical Assets |
Yes |
| Browser Support – IE, Edge |
Yes |
Services |
Yes |
| Browser Support – Chrome, Safari, FirefoNo, Opera |
Yes |
Related Services |
NO |
| Data Base Search |
Yes |
Critical Service |
Yes |
| Administration Function |
Yes |
Integrated Email Support |
Yes |
| Asset Discovery |
NO |
Quick emails |
Yes |
| Custom Fields |
Yes |
Attach Knowledge Articles to outgoing emails |
Yes |
| Roles and Permissions |
Yes |
Email Templates |
Yes |
| Dashboard |
Yes |
Global Email Announcements |
Yes |
| Interactive Dashboard |
Yes |
Knowledge Base |
Yes |
| Configurable Dashboard |
Yes |
Prompted Articles when logging call |
Yes |
| Personal Dashboard |
Yes |
Prompted Articles scored for relevance |
Yes |
| Combined Hotlist |
Yes |
Configurable Customer Self Service Portal |
Yes |
| Multiple Dashboards |
Yes |
Prompted Self Help |
Yes |
| Wallboards |
Yes |
Mobile Computing |
Yes |
| Incident Management |
Yes |
PDA Support > 5” screen |
Yes |
| Quick Call Templates |
Yes |
iPad Support |
Yes |
| Attach Knowledge Articles to Quick Calls |
Yes |
Reports |
Yes |
| Major Incidents |
Yes |
Reporting Services |
Yes |
| Link Child Incidents to Incidents |
Yes |
Custom Report Building |
NO |
| Graphical Workflows in Incidents |
NO |
Publish Report to Dashboard |
Yes |
| Watch Feature (Working On) |
Yes |
Scheduled Reports |
Yes |
| Split Incident Feature |
Yes |
Client Management Support (Multiple SLA’s and Reports) |
Yes |
| Assign Tasks while retaining Ownership |
Yes |
VIP Clients |
Yes |
| Schedule Tasks |
Yes |
VIP Callers |
Yes |
| Problem Management |
NO |
VIP Location |
Yes |
| Major Problem |
NO |
Related Manager |
Yes |
| Link Problem to Incident and or Change |
NO |
Customer Satisfaction Surveys |
Yes |
| Graphical Workflows in Problems |
NO |
Self Service Portal |
Yes |
| Watch Feature |
NO |
Custom Look and Feel |
Yes |
| Hotlist |
NO |
Multiple Themes (Client Look and Feel) |
Yes |
| Assign Tasks while retaining Ownership |
NO |
Self Service Dashboard |
Yes |
| Schedule Tasks |
NO |
Multiple Landing Pages per Client (Theme) |
Yes |
| Change Management |
NO |
Dynamic Knowledge (Self Help) |
Yes |
| Major Change |
NO |
Roles and Permissions |
Yes |
| Link Change to Incident and of Problem |
NO |
Add, Update, View Incidents |
Yes |
| Assign Tasks while retaining Ownership |
NO |
Add, Update, View Changes |
NO |
| Graphical Workflows |
NO |
SSP Single Sign On (SSO) |
NO |
| Watch feature |
NO |
Integration Services |
Yes |
| Hotlist |
NO |
SCCM |
NO |
| Schedule Tasks |
NO |
Active Directory |
Yes |
| Service Level Management |
NO |
Email |
Yes |
| Business Rules (incident automation tool) |
Yes |
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