Loading product reviews...
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
We have aggregated ratings data on iSupport but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): iSupport ITSSM

    Implementation was easy, descent cost, strong API capabilities, and weak 3rd party add-ons

    Overall Comment

    Strong technical and customer support. Always available support and fast response time. The implementation was done by an internal team that was trained by iSupport personnel.

    What one piece of advice would you give other prospective customers?

    Check their add-ons before buying, in case you need integration with 3rd party tools. Their API is fairly simple but it could be costly for you to create your own integration links.

    What do you like most about the product or service?

    API flexible and cost effective, we think this is a great second tool for your company if you came from an in-house or small ITSM tool.

    What do you dislike most about the product?

    Lack of 3rd party integration tools. We had for example to create ou own TFS integration,

    What one thing do you wish the vendor did differently?

    Offered an implementation team go guide us during the process.

    If you could start over, what would your organization do differently?

    The tool is not complex, which leads to some shortcomings as integration goes. But if we could have changed anything would have been to start with more modules than we did. Also, to have thought more about automation with TFS and our BI tool, those integrations were done after the fact which increased the manual labor in the first phase as some of the sync was done manually.

    Service & support - overall comment

    Phone and remote support readily available, but only during business hours.

    Integration & Deployment - Overall comment

    Neutral because we did not have much help with the implementation but they answered all the questions asked. One by one, not at the project level.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Ability to understand your organization's needs

(1)
4.0

Timely and complete response to product questions

(1)
4.0

Pricing and contract flexibility (pricing and terms)

(1)
3.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
3.0

How long did your deployment take?

0 - 3 months (<3)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(1)
2.0

Ease of integration using standard APIs and tools

(1)
4.0

Quality and availability of end-user training

(1)
4.0

Ease of deployment

(1)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
4.0

Did you purchase a support package from the vendor?

Yes


Timeliness of vendor's response

(1)
4.0

Quality of technical support

(1)
5.0

Quality of peer user community

(1)
2.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
4.0

Incident and Problem Management

(1)
4.0

Self-Service/Request Fulfillment

(1)
4.0

Data Source/ITOM Tool Integration

(1)
5.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Rollout and Install

Technical Assessment


What other vendors were considered?

Microsoft

ServiceNow

Zendesk


Why did you purchase an IT Service Support Management Tool?

Enhance decision making

Improve business process agility

Improve customer relations/service


What were the key factors that drove your decision?

Overall cost

Product functionality and performance