Symantec ServiceDesk Software


 

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.

 

Symantec ServiceDesk - Workflow manager
 
  • Symantec ServiceDesk - Workflow manager
    Workflow manager
  • Symantec ServiceDesk - Vendor request
    Vendor request
  • Symantec ServiceDesk - Adding rule
    Adding rule
  • Symantec ServiceDesk - Data mapping editor
    Data mapping editor
  • Symantec ServiceDesk - Incident management
    Incident management
  • Symantec ServiceDesk - 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

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Karel from Prenatal
Specialty: Retail
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Great servicedesk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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