3.8 out of 5 (20 Ratings)
Apr 11, 2017
SVUSD implemented LANDESK Service Desk as our IT departments new ticket/workload management system around the 3rd quarter of last year. It has helped us technicians keep well documented notes and updates within each individual ticket. It is a helpful tool that offers a high level of transparency for our teachers and other staff to be able to see in regards to the statuses of their submitted tickets. I have personally used other helpdesk systems in the past such as Salesforce and ZenDesk and I prefer the layout of Service Desk much more.
Feb 24, 2017
Feb 23, 2017
Excellent product. Vendor is experiencing rapid growth which has impact support capacity.
Feb 21, 2017
Although we have discovered some areas that require further development by the vendor to be production hardened, the tool itself has proven to be easy to configure and use. The underlying code and data layers are abstracted into a GUI designer interface tool, which can be frustrating at times but also makes it faster for new staff to learn and reduces the danger of inadvertent customization. Some of the user interface components are global rather than local in scope, making it difficult to personalize experiences in the tool, but that is only an inconvenience. Overall we are very happy with the LANDESK tool.
Dec 29, 2016
While at time scheduling times for collaborating with vendor was difficult, the vendor representatives were knowledgable and willing to assist us in setting up the product. Personality and project management styles on both sides being different, in hind sight I'd say it would be best to try to trust the vendor's project manager as they've implemented their product with many different companies.
Dec 16, 2016
Early on there were challenges and limitations with the product as it was their first foray into Cloud. They were also immature in their serive management practices. But over the years their product and internal practices have matured significantly and they have been able to meet almost all of our needs. The investment they are making in this product is evident.
Dec 16, 2016
I have worked with the HEAT Software company for 15 years and nothing but great service all around.
Dec 7, 2016
The product did the job as requested but was not well received among the user-base. Reporting was done through Crystal Reports and was subpar at best.
Dec 7, 2016
We have a proven history w/LANDesk and the LANDesk Service Desk is no exception. The flexability to digitize our existing business processes and add more automation and reporting has proven to be a success. Our user base adopted the new technology quickly, and self service and knowledge base has proven to help manage call volume on an increasingly complex environment.
Dec 6, 2016
We customized too much from OOTB