Very easy and straight forward implementation. We did it without any assistance just by following installation guide. Functionally deep, customize-able and integrate-able. Supatools support team is very helpful in these aspects. SupaTools team keeps in touch and frequently deliver product updates/enhancements/fixes. Although designed for ICT industry but can be easily be adapted for Maintenance/Property Management services.

Support team is always there to assist in case of problem or issue. Nothing negative to say about them!

In general the experience is good. 1. Reporting is not user friendly. The system prescribes type of reports e.g. Resolved vs closed. We report on resolved tickets(maybe not correct from an SLA reporting perspective, however we have minimal reopens) - the Incident KPI dashboard reports on closed. I am not using the reporting functionality at all and have compiled my own queries/views and dashboards. In addition the display of results in graphical format is quite limited. 2. Updating via emails are not neat/tidy - includes a lot of information (signatures and pictures) making it difficult to follow the notes. 3. Agents work on more than one ticket the same time and would like to keep the ticket open - although a ticket can be opened in a new window it only shows the "edit" view and not all information required (e.g. notes) to actively work on a ticket 4. Cannot exclude child-related incidents from SLAs 5. Admin manual to be more comprehensive on the how to do that what to do. 6. In instances when we want to add a picture, we need to save it as a document before it can be an attachment - it would be better to copy and paste the picture (especially in the knowledge base, but this can also be applied when we want to send a printscreen to a user via notes or notify) - we communicate a lot with vendors and need to send them printscreens as certain test are done. Because of the extra steps to be added to allow this in SupaTOOLS, the team tends to bypass SupaTOOLS and send comms via their mail accounts. This means I have to manage this factor as well. Chris has been more than supportive and quick to respond, which I appreciate.

Tasking capability

Reporting Reminders not configured

We do have a great time using Canfigure. It's easy for our IT department to use, and it's very customizable, and being able to generate a report with many different Boolean combinations/criteria is extremely useful.

We love the ease of use in regards to create and tracking incidents/tickets.

There's many settings inside of Canfigure, some of which could use better documentation on their use (such as on the Wiki) or retired from the software if the options are no longer used/supported.

ITIL/ITSM rules management and enforcement. External applications extension and integration. Security policy enforcement. MRP functionality. Historical reporting for trend analysis. Full Lifecycle management. Outstanding vendor support.

The COTS version of the application feature rich and is flexible enough to customize for company-specific requirements. The ITIL process-based, ITSM software helps us enforce our business processes and rules. It has very granular user authorization features and profiles that help us easily update, maintain and enforce our security principles. Additionally, we use the APIs to help integrate functions of the application to our other systems. Finally, the support of the SupaTools team has been outstanding. They have always accommodated our requests, and in some cases helped us make design/integration decisions that prevented issues further down the line.

The original UI looked a little dated (block images, etc...), but they have made great strides in recent updates.

I really enjoy using and customizing Canfigure. It's part of my daily routine, and I'm excited to see what else I can do in the future.

-Customizable and flexible forms and workflows for task and incident tracking.-Asset Management is simple to use and has many features.-Excellent customer service. [sensitive content hidden] is always willing to assist and responds quickly when needed. One of the best customer service experiences I've had with any vendor/company I've worked with so far.

-When compared to other software, the interface may appear outdated to some users. -Some users may dislike the user experience in which if you need to go to a module or form, you must make multiple clicks to get there. But this more on user's perspective.

We are delivering a much better, managed, rationed, fair service delivery in a resource constrained environment. Getting staff to self-log and also sending the basic Net Promoter Score feedback request for every closed save helped productivity.

As a 10 year veteran of the product I like how it aligns to IT Service Management. It is so extensible and well modelled for Service Desk and IT management under ITIL. The biggest payback is when your service desk staff "click" as to why maintaining a CMDB is the cornerstone of service delivery - and why logging calls (especially staff self-logging) is the key to managing requests.

Sometimes, I could not remember the path to change and publish some templates - this is due to the extensibility of the product and my poor memory.

I've had very good experience with them, excellent customer support, available to solution issues in a very quickly manner. I Consider them to be very reliable suppliers. Very happy with their performance.

Their support and being always open for improvements or new ideas and turning these ideas into actual tools in the system

There are some natural limitations but they try to work around these to satisfy the requests.

Using an all-in-One tool for ITSM/ITAM/ITIL functions wonderful with no need to keep spreadsheets or other products to do annual reporting and audit reporting. It's great to have everything at a glance!

Product is very cost effective and easy to use. Very versatile and easy to setup CI's and reports!

Haven't found anything yet, but I'm looking into every aspect.

SupaCMDB is highly customisable, configurable and scalable. Relationships can be expressed in multiple ways within and across CIs, which allows us to effectively assess the impact of changes to service. Creating views, dashboards and most reports is simple and each can be customized for individuals, roles, functions etc. Integration with key external systems (eg Jira) is possible via the supaTools API.

It can be difficult to get some of the more complex reports out of the system, although SupaTools support are always on hand to assist or create new reports if needed.

It's was almost comical when sitting in the demo and you ask those questions, "What about this scenario?" and then it's a quick "Yep, we can do that. Here is how you could approach that.". In most instances, you can take the core software and make it your own with relative ease. The support has been fantastic in responsiveness and answering questions about how to make the application fit our business. Before we used supaTools, we were floundering with what assets we had and what tickets were our priority. With the SLA integration, we are now providing a better service to our internal customers and have really good data to make good business decisions.

The environment is web-based and has a lot of different automation and integration points including active directory for logins. We utilize email ingestion through our Office365 account and it works like a champ for creating tickets and responding to tickets via email. The core allows you to add, remove, change features and fields with ease. Templates are key for incidents, which you can create many of to allow customers to fill in minimal aspects of an issue while still giving you pre-populated fields for reporting and SLA needs.

With any highly customizeable system, you run the risk of making things too complicated.If you have your internal processes defined well, it makes the transition to this product very easy.

Good.

It maintain and track all changes which deploy on environment on daily basis. It contains all relevant information about the hardware and software components used in an London Market Account.

All over It is good, can't see which we can't track. It would be really good if there is any plugin which can directly connect with Remedy and fetch change information from there.