Incident management
Supported Operating System(s):
Web browser (OS agnostic), Windows 8, Windows 10About SapphireIMS
SapphireIMS is a cloud-based and on-premise IT service management software. It helps businesses of all sizes across various industry verticals automate their IT service management. Primary features include incident management, change management, a service catalog, customizable workflows and reporting.
SapphireIMS offers service desk features, asset management, inventory and compliance management, service automation, and business service monitoring capabilities within a suite. Other features include SLA management and monitoring, built-in ITIL standard process templates, ticket creation, a known-error database and a user portal.
Users can provide customer support, manage IT assets, control inventory, manage policies and licenses, automate IT processes ...
44 Reviews of SapphireIMS
Average User Ratings
Overall
4.41 / 5 stars
Ease-of-use
4.5
Value for money
4.5
Customer support
4.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
September 2017
Pradeep from Max Healthcare Inst. Ltd.
Company Size: 10,000+ employees
Industry: Hospital & Health Care
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
September 2017
This software has all the required features.
Daily ticketing process has changes our life and made us more process oriented. The tickets has helped us exhibit our strength of support. The root cause analysis became simpler and has made the stakeholders define a better process. To make any Operations successful what is required is good control and if you are big and in multiple locations then a tool like this helps to monitor and control.
Pros
This software mas the mobility version also. The software has the flexibility to tailor make as per our requirements and this has made our Operations very easy. This also has a powerful MIS which clearly shows the strength and success of this software.
Cons
With the extent it meets our requirements, I do not see any reason for any cons. The team sitting in Bangaluru probably needs to visit Delhi to give more comfort on the support.
January 2020
Jinesh from iWorld Connect
Company Size: 51-200 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
January 2020
I strongly recommend SapphireIMS as ServiceDesk tool
Our service team was using excel to track all customer calls and it was a tedious job. After implementing SapphireIMS, we have better visibility and control on our tickets and management receives alerts based on automated reports. This tool has helped us to improve our customer experience tremendously.
Pros
This is a cost effective solution packed with enough features to run, monitor and control effectively a service oriented business.
Cons
Initial configuration is little bit complicated. But this part will be taken care by their technical team.
Response from Tecknodreams Software Consulting
Replied January 2020
Thanks a lot for being our valuable customer and sharing your review comments. We sincerely hope that, your review comments shall help other potential customers to consider SapphireIMS based on its strengths.
February 2020
Mangesh from JSW STEEL LTD
Company Size: 10,000+ employees
Industry: Mining & Metals
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
2.0
Value for money
1.0
Customer support
1.0
Functionality
2.0
February 2020
Support & Services
We are using it for ITSM & ITAM tool for JSW.
Pros
Flexibility. Tool is good but not configured as per business expectation, it completely dependent on the technical capabilities of Sapphire team to understand and implement the requirement.
Cons
Support & Services are not upto the mark, new process flow development takes too longer time. Road map for next 5years is not available, as we have asked for voice/chat BOT which is still under beta. Upgradation of the tool is cummebersome work not updated latest patch yet. Support & services team needs to improve a lot.
November 2020
Dilip from Dalmia Bharat
Company Size: 10,000+ employees
Industry: Logistics and Supply Chain
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
4.0
November 2020
User Friendly Tool
Great Product with Nice features.
Pros
User Friendly Designed Tool UI (User interface ) is too good. Easy to manage . Product is very light to use insense of Hardware resources utilization Its easy to customize the tool whenever its required as per requirement Cost is very effective to use the application.
Cons
Team to Focus on Dash Board and Analytics front.
September 2017
Pramod from CMS IT Services Pvt Ltd
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
4.0
September 2017
A complete IT management product !
Pros
The tool lives up to the product name "IMS" , catering every aspect of an IT Management . It is easily customization as per customer needs. Reporting modules and ease at which custom reports can be created is amazing . ITAM and BSM module perform pretty good job . From an implementation perspective, the product is quiet easy to learn,implement and configure With latest patches being released every quarter the product is loaded with an ever growing list of new features
Cons
Stability of tool remains one of the concerns with minor bugs popping up here and there. There is a need to improve mobile app to match the current industry standards and requirements
