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

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.

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.