SapphireIMS Software


 

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.

 

SapphireIMS - Incident management
 
  • SapphireIMS - Incident management
    Incident management
  • SapphireIMS - Problem management
    Problem management
  • SapphireIMS - Reports
    Reports
  • SapphireIMS - Self service
    Self service
  • SapphireIMS - Service requests
    Service requests
  • SapphireIMS - SLA management
    SLA management
Supported Operating System(s):
Web browser (OS agnostic), Windows 8, Windows 10

31 Reviews of SapphireIMS

Showing 1-20 of 31

 

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Bhavesh from Edelweiss Financial Services Limited
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

November 2017

November 2017

Good Product, Easy to Customize

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

November 2017

November 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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 Employees number: 501-1,000 employees

November 2017

November 2017

Excellent Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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
 

Sujata from Creating Values Pvt. Ltd.

November 2017

November 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

September 2017

September 2017

A complete IT management product !

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

September 2017

September 2017

Good product. We can do more customization with ITIL framework

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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 Employees number: 1,001-5,000 employees

September 2017

September 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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
 

Pradeep from Max Healthcare Inst. Ltd.
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

This software has all the required features.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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 Employees number: 10,000+ employees

August 2017

August 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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

Review Source: Capterra
 

Rohit from APSL Infoservices
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

SapphireIMS has become backbone of our NOC services.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

July 2017

July 2017

Support and performance could be improved

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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
 

Shiju from Infiniti Retail Limited | A Tata Enterprise
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

July 2017

July 2017

Excellent product & Value for money!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 

Vidyut from Hughes Communications India

July 2017

July 2017

Excellent Enterprise Grade Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 

Sameer from IL&FS
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2017

June 2017

Very Good product. Any customisation in sapphire will be with in the ITIL Framework

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Sivakumar from Brillio Technologies Pvt Ltd

June 2017

June 2017

Awesome support and fantastic product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Praveen from Botree Software International Pvt. Ltd.,

March 2017

March 2017

Ticketing Tool which suits reqirement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Mubashir Ali from Karassery Bank

May 2016

May 2016

Quality product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Pragati Kumar from OrchidPharma Limited

April 2016

April 2016

Excellent IT service Management Tool

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Rajesh from Flytxt Mobile Solutions Ltd

April 2016

April 2016

Good & Flexible Product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 

Manoj from Shriram Value Services Ltd.

February 2016

February 2016

Good Product with workflow management and Easy to use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra
 
 
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