Symantec ServiceDesk is an Information Technology Infrastructure Library (ITIL)-based help desk solution that automates infrastructure service management. This system can only be installed on-premise.
Symantec ServiceDesk’s problem management module enables users to track and resolve problem incidents. In addition, the software pairs similar incidents together to extract the root cause. Its change management module allows users to standardize change processes in the organization and mitigate their effects on services.
Symantec ServiceDesk’s provides process-driven forms, which provide only relevant information and the requisite data to move forward. In addition, these forms ensure error free form filing. The software shares automated emails notifications whenever a ticket's status is updated.
Symantec ServiceDesk’s business hours support feature allows users to define their working hours and days off, which further helps in reporting average response and resolution time as defined in the Service Level Agreement.
Rafael from holcim
Employees number: 10,000+ employees
In the Symantec ServiceDesk the best module is workflow, that gives us powerful opportunities to create business processes.
The system implementation must be done by a specialized partner to make the system work very well.
Miroslaw from o2
Employees number: 51-200 employees
Self- and Service Catalog
Config. Mgmt DB (CMDB)
Technical Support needs to be improved.
Service Level Management.
Portfolio and Project Management.
Karel from Prenatal
Employees number: 201-500 employees
Lots of options and functionality, which can be accessed very easily. Customer Support is also very good.
It's a bit hard to get into, and discover all functions of the software and how to utilize them properly