Symantec ServiceDesk is an Information Technology Infrastructure Library (ITIL)-based help desk solution that automates infrastructure service management. This system can only be installed on-premise.

Symantec ServiceDesk’s problem management module enables users to track and resolve problem incidents. In addition, the software pairs similar incidents together to extract the root cause. Its change management module allows users to standardize change processes in the organization and mitigate their effects on services.

Symantec ServiceDesk’s provides process-driven forms, which provide only relevant information and the requisite data to move forward. In addition, these forms ensure error free form filing. The software shares automated emails notifications whenever a ticket's status is updated.

Symantec ServiceDesk’s business hours support feature allows users to define their working hours and days off, which further helps in reporting average response and resolution time as defined in the Service Level Agreement.

Workflow manager
Workflow manager
Workflow manager
Vendor request
Vendor request
Adding rule
Adding rule
Data mapping editor
Data mapping editor
Incident management
Incident management
Manage rule sets
Manage rule sets

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10



3 Reviews of Symantec ServiceDesk

Overall rating

4.5 / 5 stars

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Rafael from holcim

Specialty:  Manufacturing

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Symantec ServiceDesk

Pros

In the Symantec ServiceDesk the best module is workflow, that gives us powerful opportunities to create business processes.

Cons

The system implementation must be done by a specialized partner to make the system work very well.

Miroslaw from o2

Specialty:  Media

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Better UI

Pros

Self- and Service Catalog
Config. Mgmt DB (CMDB)
Incident Management
Knowledge Management

Cons

Technical Support needs to be improved.
Service Level Management.
Portfolio and Project Management.

Karel from Prenatal

Specialty:  Retail

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Great servicedesk software

no comments

Pros

Lots of options and functionality, which can be accessed very easily. Customer Support is also very good.

Cons

It's a bit hard to get into, and discover all functions of the software and how to utilize them properly


Displaying 1 - 3 of 3 reviews