LANDESK Service Desk is a process-driven service management platform that provides a wide collection of tools for end-to-end problem resolution. Its process management engine lets users build, automate and adapt an organized library of user-defined service management processes, regardless of complexity.
LANDESK Service Desk’s focus on process management ensures that different staff and departments are presented with the data, case views and prompts related to their specific role. It provides a top-down organizational and oversight structure, adding case cohesion and individual accountability to every open case and incident.
Service-level agreement (SLA) compliance is tied into LANDESK Service Desk’s process management architecture. The software also allows SLAs to be tied automatically into ticket-resolution processes, enabling proactive warnings of possible SLA breaches and giving service desk employees the information they need to prioritize open cases.
LANDESK Service Desk is available for on-premise, cloud or hybrid deployment.
Miroslaw from o2
Employees number: 51-200 employees
Gather, analyze, store and share information to resolve any previously known issues. Monitor service delivery and metrics with role-based dashboards.
Landesk product is very good and has a very large customization possibilities but technical support needs to be improved.
Noufal from Fujitsu
Specialty: Software / IT
Employees number: 501-1,000 employees
Simple and well designed interface help to user to use the application it's own professional ways
Landesk management software is very useful for service desk team to manage the entire system in the organization, easily access remotely, make inventory and to deploy the application over a network Easy to use with highly usable dash boards, it's helps to manage the entire system to update the patches and deploy the useful application for the authorities
Angela from Virginia Commonwealth University
Employees number: 5,001-10,000 employees
The Landesk Service Desk had been a great help with organizing work orders and requests within our department. If you're looking into this software for a large or small organization, i'd highly recommend it for either. It is such a versatile piece of software that any size department would benefit.
There is so much to learn on this system. I myself am still exploring all the options available to our department within the Landesk site. So far we use it for submitting tickets of all varieties. Work orders for card scanner issues, access control requests, emergency phone tickets, and tons of other options are facilitated through this.
I don't have really anything negative to say about Landesk. I have been using it for at least 2 years and am still exploring different options for requests we can place. If anything, maybe a clearer directory to guide the user.
Very straightforward to use and navigate. Quick access and reporting availability along with process flow for workflow.
System can be a little clunky to add attachments and to check statuses of tickets being generated by customers.
Brandon from City of Sioux Falls
It is a no frills service management solution that does work. There may be better out there.
Everything that you need to deal with tickets,requests, or other forms of support needs can be met with this software. Self service portal works well and does support workflows and other integrations.
interface can be clunky at times, which is really noticeable when performing multiple iterations of a workflow (example, new user provisions)
Out of the box is very chatting with alerts for service level breaches, but can be configured to your organizations needs.
Joel from Tripwire
We've had LanDesk about six or seven years now, and overall it works and is stable. Interface needs quite a bit of work, and better Mac support is needed. The product does seem to be getting long in the tooth though, and could use a significant reboot.
Aleksandr from Northeastern University
As an ITSM team we used Landesk to implement an internal ticketing system for employees. While building processes, dashboards and forms, it took too much time to complete the tasks due to counterintuitive layout and inability to find specific features. The user interface hasn't changed for at least the last 20 years, and the whole system was very slow. The dashboard and report capabilities are very limited, they are basic and not many ways to customize.