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We have aggregated ratings data on LANDESK 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.
  • 3 out of 5.0, Reviewed

    Product(s): Service Desk

    Implementation and rollout was relatively simple, but user readiness was a challenge

    Overall Comment

    While a capable tool, we took the VAR's advice on a number of configuration items, which turned out to be a series of mistakes.

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

    Works great with LANDESK's other tools - look at TUMS.

    What do you like most about the product or service?

    Reliability, consistency. Out of the box configuration meets 75-80% of the requirements.

    What do you dislike most about the product?

    Reporting and queries use Crystal, and we're a SSRS shop.

    What one thing do you wish the vendor did differently?

    Showed more interest in helping us leverage the other tools (Data Analytics, Asset Lifecycle Manager) as part of the service stack.

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

    Define our service delivery model better. Plan to use the "Service Catalog" from Day 1. Identify which parts of the ITIL catalog we intended to leverage.

    Service & support - overall comment

    We used a VAR for installation, and used one for service/support as well. They are acceptable.

    Integration & Deployment - Overall comment

    this all went according to plan.


  • 3 out of 5.0, Reviewed

    Product(s): Service Desk

    LANDESK Service Desk Review

    Overall Comment

    We found the product met the majority of our needs however we have encountered multiple issues with customer support in regards to response, incident logging and their ability to resolve issues. The use of a 3rd party vendor was necessary as the vendor would not provide any assistance in configuring the product to meet our business needs. In addition, we encountered some difficulty in configuration as the location for certain changes had to be found in change, incident and request in order the to ensure the changes were made consistently throughout the system. A tool that would allow you to make a broad-based change across all processes would have been beneficial.

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

    Ensure your organization, especially IT, has a fundamental understanding of ITIL prior to design. It is pertinent that all stakeholders understand the importance in what you are doing and why.

    What do you like most about the product or service?

    We now have one central location for all incidents, requests and changes. Previously we were using four different ticketing systems.

    What one thing do you wish the vendor did differently?

    Logged incident calls from customers.

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

    Not begun the project until the team supporting the project was fully staffed. Ensured vendor was able to prove they could meet the detailed requirements prior to purchase. Have more engagement from the users in the design of the product. Trained our staff and management on ITIL prior to beginning the project.

    Service & support - overall comment

    Not pleased with support desk due to lack of logging issues, inability to resolve routine issues and suggestion of upgrading to alleviate issues instead of providing us with the root cause.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk

    Good product+implementation partners, less than ideal customer relationship management

    Overall Comment

    Strong product line, need to be more consistent with their messaging between sales and product engineers

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

    Have a very well defined implementation SOW and dare to challenge their capabilities

    What do you like most about the product or service?

    Versatility

    What do you dislike most about the product?

    Still a little complex and a medium learning curve.

    What one thing do you wish the vendor did differently?

    Better communication and customer relationship management, very little follow up after the agreement was signed - pretty much handed off to the implementation partner

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

    Have a bake-off between the different vendors but we probably would have still been satisfied with the LANDESK solution given its breadth of applicability

    Service & support - overall comment

    Less than stellar support


  • 3 out of 5.0, Reviewed

    Product(s): Service Desk

    Adequate, features in line with costs.

    Overall Comment

    Adequate functionality. Wish user interface was a little more modern and cusomizable on the fly - dashboards exist but not for the average Joe.

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

    Take a close look at ease of UI and customization and workflows of same. Then management once more than "demo" amount of tickets.

    What do you like most about the product or service?

    Cheaper than many other options.

    What do you dislike most about the product?

    Lack of on the fly customization of dashboards.

    What one thing do you wish the vendor did differently?

    Better self-help training.

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

    Focus on vision.

    Integration & Deployment - Overall comment

    Not any great options for moving tested data to Production when doing phased implementation. i.e. one group live already. No ability to easily migrate rules for new teams into production. Advertised but talking with support and implementation they do not work or would jeopardize production system.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
2.7

Ability to understand your organization's needs

(3)
3.7

Timely and complete response to product questions

(3)
3.3

Pricing and contract flexibility (pricing and terms)

(3)
4.3
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(4)
3.8

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

9 - 12 months (<12)


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

(3)
4.0

Ease of integration using standard APIs and tools

(4)
3.8

Quality and availability of end-user training

(3)
3.0

Ease of deployment

(4)
3.5
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(4)
3.0

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(4)
3.3

Quality of technical support

(4)
3.3

Quality of peer user community

(3)
3.7
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(4)
3.5

Incident and Problem Management

(4)
4.3

Change, Configuration and Release

(4)
4.0

Self-Service/Request Fulfillment

(4)
3.8

IT Knowledge Management

(2)
3.0

Reporting and SLA Management

(2)
3.0

Process and Workflow Design

(4)
3.3

Data Source/ITOM Tool Integration

(3)
3.7
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Executive Sponsor

Rollout and Install

Other...


What other vendors were considered? Multiple responses allowed.

BMC Software

CA Technologies

ServiceNow

Axios

HEAT Software

Microsoft

Zendesk

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process outcomes

Drive innovation

Improve business process agility


What were the key factors that drove your decision?

Product functionality and performance

Overall cost

Pre-existing relationships

Product roadmap and future vision

Strong consulting partnership

Strong services expertise

Other...