SapphireIMS is a cloud-based and on-premise IT service management software. It helps businesses of all sizes across various industry verticals automate their IT service management. Primary features include incident management, change management, a service catalog, customizable workflows and reporting.

SapphireIMS offers service desk features, asset management, inventory and compliance management, service automation, and business service monitoring capabilities within a suite. Other features include SLA management and monitoring, built-in ITIL standard process templates, ticket creation, a known-error database and a user portal.

Users can provide customer support, manage IT assets, control inventory, manage policies and licenses, automate IT processes and monitor infrastructure and applications. It offers integration with human resources, enterprise resource planning and LDAP services.

SapphireIMS is available in three versions: Professional, Enterprise and MSP. It is compatible with Windows, Android and iOS devices. Customer support is provided online, over the phone, via email and through a knowledge base.

Incident management
Incident management

Incident management

Problem management

Problem management

Reports

Reports

Self service

Self service

Service requests

Service requests

SLA management

SLA management

Supported Operating System(s):

Web browser (OS agnostic), Windows 8, Windows 10



40 Reviews of SapphireIMS

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 40 reviews

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Abdul from Sharaf DG LLC

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

It's been good. had few challenges in beginning but sorted out later.

Helpdesk, Remote Support, Asset Management, Remote Software Deployement

Pros

Features is what i like most about sapphire. there is a variety of features with customization options.

Cons

There is nothing much i would suggest to improve but the support SLA's is something to be worked on. i think SLA's time needs to be reviewed for the better customer experience.

Review Source: Capterra

Ankit from Miscellaneous

Ease-of-use

Value for money

Customer support

Functionality

December 2017

its been 3 good years with Sapphire IMS, post sale support , tailor made approach are the key.

Pros

post sale support.
customize as per enterprise need.
ITIL compliant
real time availability
various reports to fit the need
value for money

Cons

Configuring rules for software compliance and getting meaningful reports out of it is a challenge.

Review Source: Capterra

Manoj from Moserbaer India Ltd

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2017

Overall excellent product

Pros

Ticketing & change mgmt.
I think all the feature & functionality is very good as compare other products which is available market. I am 100% satisfied with the feature & functionality

Review Source: Capterra

Senthil from Sical Logistics Limited

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2017

Excellent Product

Asset Management, Ticketing system, Change/Incident Management, Alerting system especially SMS, etc.,

Pros

We are using this product nearly 8 years, there are lot of enhancement/upgrade took place within this product result into better performance & meet all our requirements. Excellent features like., ticketing, server monitoring, asset management, etc.,

Cons

Development team would take more priority to test and deploy the enhancements / fix requested by customer.

Review Source: Capterra

Nilesh from DesignTech Systems Ltd

Ease-of-use

Value for money

Customer support

Functionality

December 2017

It is Good product

Pros

Easy to use. liked automation part , IT Inventory and alsoasset Management. We use this tool mainly for Inventory management and CMDB. The features are more user friendly. Good technical. support and all the people are very helpful.

Cons

There is a need to improve mobile app and need to improve on the software asset management module

Review Source: Capterra

Arabinda from Amicorp

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Excellent Product & very good reporting tool

Pros

Excellent ticketing tool.. Easy to handle. Best part is the report generation be it customized reports or monthly reports. it has wide range of reports available. Dashboard is user friendly.

Cons

No Cons as such with the tool but customer support should be little better . Patching should be done with thorough testing

Review Source: Capterra

Deepak from Torry Harris

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Sapphire application is good for Asset Management

Mail notification alerts and we can generate the customized reports We can track all the software and hardware in the organization

Pros

We can generate the reports of licenses software which are installed in the client system
We can track the licenses software's purchase account and installed account

Cons

Mail notification alerts and we can generate the customized reports. We can track all the software and hardware in the organization

Review Source: Capterra

Sasikumar from Durr India Pvt Ltd

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Good Product

Managing IT Assets made easy. Maintenance of customer support can be tracked and measured.

Pros

Value for Money, Easy and fast access for both administrator and end user. Continuous updates and improvements.

Cons

Need to make more user friendly and better customer support. Improve on flexibility of customization.

Review Source: Capterra

Bhavesh from Edelweiss Financial Services Limited

Number of employees:  5,001-10,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Good Product, Easy to Customize

I was able to customize the tool in the way I wanted. There were no tool based restrictions as found in other tools

Pros

Well designed product with various functions that are easy to configure, implement and use. If we compare it with other leading ITSM tools in the market, Sapphire stands out as one of the best among them

Cons

Support requested at odd hours in case of emergencies too has always been addressed. It meets our current requirements, do not perceive any con at the moment.

Review Source: Capterra

Vinod from Entercoms

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Its a good tool to use for incident and change management.

Pros

Easy to use. liked automation part and also asset Management. We use this tool mainly for incident Change management and CMDB. The features are more user friendly. Good technical. support and all the people are very helpful

Cons

Software deployments and also need to include MAC products. Still need proactive approach from the technical support for the issue raised by clients.

Review Source: Capterra

Pratik from AIA ENG LTD

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Excellent Product

Pros

We could get transparency on our daily calls, Site engineers productivity & asset tracking. Very easy to implement and daily use. GUI for end user ticketing is also easy. Feature requests are also handle nicely.

Cons

Latest version requires Latest Server OS hence we could not update it to the latest and could not get the latest features, rest features are up to the mark.

Review Source: Capterra

Aasif from OeSL

Ease-of-use

Value for money

Customer support

Functionality

November 2017

Using this product since last 5 Years. Fantastic IMS Tool which can be customized as per requirement

Pros

Customization as per the need has been the most significant and substantial feature. ITAM feature has made tracking of the assets easy and manageable with complete capturing of Asset Life Cycle. I have tested almost all the features by configuring it and using it efficiently. The Infrastructure Change Management Process that was customized as per the requirement with RCA Form built inside the tool was amazing.

Cons

The Support needs improvement. Not everything can be done remotely. The patch management feature eats too much of bandwidth which needs improvement.

Review Source: Capterra

Sujata from Creating Values Pvt. Ltd.

Ease-of-use

Value for money

Customer support

Functionality

November 2017

SapphireIMS helped us in a complex client environment during Software Licensing Advisory project.

Pros

We are India's leading Mid-Size Consulting firm, and have a strong presence across multiple customers across industries, and one of our key services is to conduct Software Licensing Assessment & Advisory project. For one of such projects, the landscape we were working on was very complex, across multiple locations, and a very disparate infrastructure running into multiple thousands of nodes. We then went far ahead of our native & publishers tools, and evaluated multiple SAM tools. To us, Sapphire was the final chosen one, as not only the tool was great, but the support and moreover the zeal of customer-centricity was the highest. We certainly will be using Sapphire in similar complex nature for Data Discovery, in our future client projects.

Review Source: Capterra

Pramod from CMS IT Services Pvt Ltd

Ease-of-use

Value for money

Customer support

Functionality

September 2017

A complete IT management product !

Pros

The tool lives up to the product name "IMS" , catering every aspect of an IT Management . It is easily customization as per customer needs. Reporting modules and ease at which custom reports can be created is amazing . ITAM and BSM module perform pretty good job .

From an implementation perspective, the product is quiet easy to learn,implement and configure

With latest patches being released every quarter the product is loaded with an ever growing list of new features

Cons

Stability of tool remains one of the concerns with minor bugs popping up here and there. There is a need to improve mobile app to match the current industry standards and requirements

Review Source: Capterra

Venkatesh from 3I Infotech Ltd

Ease-of-use

Value for money

Customer support

Functionality

September 2017

Good product. We can do more customization with ITIL framework

Pros

Sapphire IMS can use for all kind of organisations ,Service desk have plenty of features and flexible to use. Dashboard looks fine which helps to bring the overall infratstructure status in a ingle page.

Cons

Some times its difficult to use by mobile app so suggest to look and fix it.

Review Source: Capterra

Santosh from QualityKiosk Technologies Pvt Lts

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2017

We are using this product for last 2 years. We could able to save 80% human efforts & of course cost

We could able to save resource at great extent. This software helped us to automate escalation alerts. This improved accuracy in sending alerts to customer & customer complain reduced to complete zero.

Pros

Alert management & customization as per your expectation is unique about this product. We liked the support which is more prompt & effective. We would like to see active-active server methodology in sapphire which will help customer.

Review Source: Capterra

Response: Tecknodreams Software Consulting, Tecknodreams Software Consulting

September 2017

Thanks a lot for being our valuable customer and sharing your review comments. We sincerely hope that, your review comments shall help other potential customers to consider SapphireIMS based on its strengths.

Pradeep from Max Healthcare Inst. Ltd.

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

September 2017

This software has all the required features.

Daily ticketing process has changes our life and made us more process oriented. The tickets has helped us exhibit our strength of support. The root cause analysis became simpler and has made the stakeholders define a better process. To make any Operations successful what is required is good control and if you are big and in multiple locations then a tool like this helps to monitor and control.

Pros

This software mas the mobility version also. The software has the flexibility to tailor make as per our requirements and this has made our Operations very easy. This also has a powerful MIS which clearly shows the strength and success of this software.

Cons

With the extent it meets our requirements, I do not see any reason for any cons. The team sitting in Bangaluru probably needs to visit Delhi to give more comfort on the support.

Review Source: Capterra

Sharad from Wipro Ltd.

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

August 2017

Product features are value for money , features and Reporting areas are fit for all the sectors

Pros

ITAM features are really nice , it includes the asset life stages from all the tangents .
Reporting of patch management component is amazing

Cons

Stability of the default features to be practiced .
Few basic features of ITSM reporting should be added

Review Source: Capterra

Rohit from APSL Infoservices

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2017

SapphireIMS has become backbone of our NOC services.

Pros

Customization as per customer need. Value for the price paid. User friendly dashboard and wide range of reports are available.

Cons

Patches are rolled out very often resulting in increase in VM's resource. Support team needs to be more responsive to reduce downtime and better customer experience.

Review Source: Capterra

Govind Deep from Aspen

Ease-of-use

Value for money

Customer support

Functionality

July 2017

Support and performance could be improved

Pros

Feature availability and wide range of functionality for usage. Different modules for the entire IT Infrastructure

Cons

Support process, time taken for resolving issues, recurring issues and poor quality of documented knowledge

Review Source: Capterra

Displaying 1 - 20 of 40 reviews