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.

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

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  • Rafael from holcim

    Specialty: Manufacturing

    Number of employees: 10,000+ employees

    July 2018

    Symantec ServiceDesk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Miroslaw from o2

    Specialty: Media

    Number of employees: 51-200 employees

    June 2018

    Better UI

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Karel from Prenatal

    Specialty: Retail

    Number of employees: 201-500 employees

    April 2018

    Great servicedesk software

    Ease-of-use
    Functionality
    Quality
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
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