SapphireIMS Software

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

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.

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.

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.

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

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.

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

Pros

Default version is incorporated with simple and nice features. Ease of use and adaptability for quick customisation makes this product more wonderful.

Cons

Mobile app crashes or not working. Patch management module is a resource hungry one. Dashboards can be made more attractive

Pros

It's highly flexible nature and adaptability through configuration, gives one a feel of custom designed software.

Cons

Although there is very little about this software that does not meet one's expectations, it would be good to have mobile app based access for status and dashboard views

Pros

Helpdesk Module is very good to use in larger Organisation, some excellent feature provided like Email to Record (Log calls from Email)and Approvals through mail (Managers can approve through emails) are very good features

Cons

Portal look and like is in Classic view which needs to change.

Pros

Intuitive, user Friendly product.
Asset management made easy and most importantly the user satisfaction.

Cons

Add on modules like patch management, need to improve on the software asset management module.

Initially we found it difficult to monitor day to day activities without a valid reference incident.Now after Procuring Sapphire our work become more organised and also it helps us for better analysis.

We have bee using this for our IT as well as non IT asset management. IT helpdesk module is also very useful for managing our IT and infrastructure support activities.

We are using SapphireIMS for more than 8 years and able to optimize resource utilization without service impact and Reduce IT costs by aligning procurement with business demand.

SapphireIMS is the only tool used for service desk, Monitoring, Asset Management, License Management and many more.... for the entire organization and helping us to ensure efficient service delivery.

Flexibility in customizing the reports ,User friendly UI , Asset management along with patch management & license compliance features are some of the highlights of the product.
Easily approachable support team & so far meets our requirements which we intended.

We are using the Sapphire Ticketing solution for the past 4 years in our organization in various verticals like Infrastructure, Requirement Analysis, Application Support and Reporting Requirement etc. each project having unique requirements with respect to the nature of vertical and the tool provides flexibility to customize the work flow to cater the needs of an organization.
All issues we are able to track and follow the time schedule defined by the respective vertical requirements. We are able to streamline some process based on the information taken from the reports.
Over all product is good and easy to use, however need some improvements in Mobile App as well monitoring in software with huge load.

Its a highly configurable workflow system and easy to use.

You can configure your own workflow and define rule based alerts.

The tool provides flexibility to customize the work flow to cater the needs of an organization. The product is well supported and is reliable to be trusted upon.

The product is good and easy to use, however need some improvements in Mobile App as well monitoring in software asset management and IT asset management.

Implementation was not easy as our internal system was very complicated and we handle a lot of different workflows. However the tool and the support were both up to the challenge.