4 out of 5.0, Reviewed Dec 6, 2016
We customized too much from OOTB
Go to cloud first and take the defaults.
Reporting is poor.
Advise and ensure workflow analysis of base product was completed.
Take defaults and modify as we go. Go to Cloud to avoid upgrade headaches.
4 out of 5.0, Reviewed Nov 30, 2016
The DSM (Desktop/Server Manager) portion of the project went very well. The SaaS tenant requires a lot of customization to fit our business needs.
Have your service categories fully developped prior to engaging the vendor for implementation.
Cloud based tenant with on--prem asset management
Supoort can be clunky and slow at times.
Provide more support for non-OOTB solutions
Wireframe all our service offerings to maximize vendor time.
3 out of 5.0, Reviewed Sep 20, 2016
Product is excellent. We are working with other vendors and handling internally for remainder of rolllout.
Have all phases of implementation defined prior to initial rollout and set a regular review session with implementation team, vendor and key stakeholders during rollout phases.
Allows work flows.
Too early to fairly evaluate as the system has been live only a few months.
Provided more resources to support implementation.
Review implementation steps on a regular cadence with larger group of stakeholders.
Initial implementation services were not as good as expected.
Phase I implementation did not go smoothly.
4 out of 5.0, Reviewed Aug 16, 2016
The vendor was willing to accommodate and assist with any modifications to the system to fit our environment and culture. The experience was well worth the investment and helped to create an easy transition from the legacy system.
Make sure you see the demo and really evaluate that it is the best fit for your environment.
The application is a little outdated and needs to be refreshed to compete with the competitors.
Spend a little more time researching and investing in the best product for the needs that we would have. We went with the same vendor for the purposes of keeping things simple, but not necessarily for the best fit for the application.
The Support provided by the vendor was top notch and very responsive.
The integration team from the vendor was easy to work with and very knowledgeable in their application.
3 out of 5.0, Reviewed Dec 8, 2015
Completely redesigned product for 2015. Big learning curve for users of old version. Self service feature and price were the main selling points.
If you have an 'unlimited' budget, consider other industry leaders in this field.
Web-based version compared with previous fat-client deployment.
Dramatically changed over previous versions, relatively big learning curve.
Follow through more closely after initial installation.
Spend more time during planning and defining requirements.
Well rounded product, with ITIL framework capabilities. Web based and self service capabilities a plus.
Not as responsive after initial implementation, but getting better.
Mixed feelings on the deployment services but overall successful.
2 of 2 peer(s) found this review helpful.