3 out of 5.0, Reviewed May 11, 2016
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.
Works great with LANDESK's other tools - look at TUMS.
Reliability, consistency. Out of the box configuration meets 75-80% of the requirements.
Reporting and queries use Crystal, and we're a SSRS shop.
Showed more interest in helping us leverage the other tools (Data Analytics, Asset Lifecycle Manager) as part of the service stack.
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.
We used a VAR for installation, and used one for service/support as well. They are acceptable.
this all went according to plan.
3 out of 5.0, Reviewed May 10, 2016
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.
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.
We now have one central location for all incidents, requests and changes. Previously we were using four different ticketing systems.
Logged incident calls from customers.
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.
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 Oct 5, 2015
Strong product line, need to be more consistent with their messaging between sales and product engineers
Have a very well defined implementation SOW and dare to challenge their capabilities
Still a little complex and a medium learning curve.
Better communication and customer relationship management, very little follow up after the agreement was signed - pretty much handed off to the implementation partner
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
Less than stellar support
3 out of 5.0, Reviewed Oct 5, 2015
Adequate functionality. Wish user interface was a little more modern and cusomizable on the fly - dashboards exist but not for the average Joe.
Take a close look at ease of UI and customization and workflows of same. Then management once more than "demo" amount of tickets.
Cheaper than many other options.
Lack of on the fly customization of dashboards.
Better self-help training.
Focus on vision.
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.