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 5, 2016
Positive experience with the LDMS (PC Fleet Management) package did not translate to a good experience with Service Desk. The product is overwhelmed with legacy code and artifacts. Although they offer two web versions of the software, in actuality only one works (WebAcess) and that version is extremely complicated and old. The newer "Workspaces" version was by their own admission released prematurely. We assumed we could release on the Workspaces platform but were shocked at how badly the product was limited. It was difficult to get honest answers from Landesk that would enable us to plan realistic rollout schedules. In comparison with LDMS, LDSD is a poor product.
Oct 19, 2016
overall implentation and vendor management process is great. e recieved very good training on the Server administrative backend workings of the platform. our one concern was the 600 page manual and complexity for the technical user. requested over the shoulde training to improve knowledgeof technician.
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.
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.
Oct 5, 2015
Strong product line, need to be more consistent with their messaging between sales and product engineers
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.