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Great functionality, high overhead
What do you like best about the product?
Can customize to fit needs, able to expand into business processes not typically part of Service Desk. Very flexible to grant access to different roles across enterprise.
What do you dislike about the product?
Reporting is SSRS dependent, required redesign of SQL deployment to grant remote staff access to reporting. implementation and configuration requires high overhead, labor intensive and need for external expertise.
What problems is the product solving and how is that benefiting you?
Sharing information across different departments, accelerating business processes for ordering and communications.
Recommendations to others considering the product:
After the recent acquisitions, I would make sure you understand the company roadmap. Make sure you know the implementation cost and ongoing cost of customizing and configuring software. (both time and money)
Generaly a good application for service management
What do you like best about the product?
Simple to use product for tracking service management and reporting out service management metrics.
What do you dislike about the product?
Product is outdated and lacks inventory management. at least at the version we use.
What problems is the product solving and how is that benefiting you?
Solving IT Service Management for a large utility.
A good tool for IT Service management - not a "one size fits all" solution
What do you like best about the product?
Good tool for recording, categorizing & tracking help desk tickets for desk top / client services type requests and issues.
What do you dislike about the product?
It can be used for applications support as well, yet very often the ability to categorize and manage these types of tickets / requests are limited if you are trying to mirror your support organization.
What problems is the product solving and how is that benefiting you?
Put in place a tool that helps manage IT requests & issues from a broad range of users and applications.
Recommendations to others considering the product:
Make sure you do your due diligence & find the right solution that "fits" your IT organization.
If you are going to ultimately include both Desktop & Client services along with Applications areas, make sure ALL have a seat at the table during the selection and implementation process.
If you are going to ultimately include both Desktop & Client services along with Applications areas, make sure ALL have a seat at the table during the selection and implementation process.
Good application for not complicated flow
What do you like best about the product?
Simple, easy to understand and fast on using the application
What do you dislike about the product?
Not enough functionality for complicated flow example multiple approval or group approval
What problems is the product solving and how is that benefiting you?
Because we have more then 10 thousand worker then the application become slower, with LANDesk slower not become in issue
Mediocre IT Service Desk ticketing system
What do you like best about the product?
The system does its job when if you only need a user to log a ticket, track and process it. Our CIO kept assuring us that LANDesk was a powerful system with lots of options but at our operational level we didn’t see anything extraordinary.
What do you dislike about the product?
The look and feel is horrible. It’s not intuitive and new analysts require training.
Customers’ interface is ugly. At the beginning many people in our organization were extremelyreluctant to use the LANDesk self-service portal because they simply disliked it.
There is no text formatting option. When we need to explain complex matters to our customers, paragraphs, bold, italic, screenshots etc. can be very helpful. This is not possible in LANDesk! For such tickets we just have to send separate emails.
Reporting was the probably worst part. There are some queries but they are cumbersome to build and run. At the end we solved the problem extracting data and using a Business Intelligence tools outside LANDesk.
To the best of my knowledge, our CIO requested help from LANDesk to improve the system and expand LANDesk functionalities from IT Service Desk to other administrative services. The outcome was rather disappointing and currently we are running a tender for a new case tracking system to replace LANDesk.
Customers’ interface is ugly. At the beginning many people in our organization were extremelyreluctant to use the LANDesk self-service portal because they simply disliked it.
There is no text formatting option. When we need to explain complex matters to our customers, paragraphs, bold, italic, screenshots etc. can be very helpful. This is not possible in LANDesk! For such tickets we just have to send separate emails.
Reporting was the probably worst part. There are some queries but they are cumbersome to build and run. At the end we solved the problem extracting data and using a Business Intelligence tools outside LANDesk.
To the best of my knowledge, our CIO requested help from LANDesk to improve the system and expand LANDesk functionalities from IT Service Desk to other administrative services. The outcome was rather disappointing and currently we are running a tender for a new case tracking system to replace LANDesk.
What problems is the product solving and how is that benefiting you?
Before the implementation of LANDesk Service Desk was dealing with emails. LANDesk helped to categorize cases, organize queues and ensure that requests for services and incidents are tracked and followed up. But in retrospect, we should have opted for a different solution.
Difficult to use
What do you like best about the product?
Lots a featured if you know how to implement them
What do you dislike about the product?
Crashes a lot, drops connection to you db if you switch fretwork connection
What problems is the product solving and how is that benefiting you?
Ticketing and asset management
I currently use this software for my ticketing system
What do you like best about the product?
The user interface is very easy. It is very customizable and allows others to make their home screens look the way they want. I would recommend this product to anyone in need of a ticketing system.
What do you dislike about the product?
It does not work well in all different types of browsers and version. It should have more freedom with that aspect. Also, theme's should be an option. The white gets very taxing on the eyes.
What problems is the product solving and how is that benefiting you?
great ticketing system for our 14000+ user base
My daily driver and bread and butter
What do you like best about the product?
A lightweight system that is able to get tickets out of SQL and is also malleable enough to bend to our ever-changing needs, HEAT has been the core of IT here at my company for many years, and I as its Administrator, It's so versatible I learn things about it more and more each day!
What do you dislike about the product?
When a network connection goes down, it completely shuts down the program, because the client is so thin. This is difficult for me, because my PC goes to sleep after 15 minutes and shuts down the connections, why must HEAT quit?
What problems is the product solving and how is that benefiting you?
Users are well informed, there are surveys that are given out, and the technicians are happy they know what tickets they are responsible for, it's really a great system!
Recommendations to others considering the product:
Different from others, this program is so modular it's difficult to see what it really CAN'T do rather than what it can, try it yourself and see, it's worth it!
Landesk Review
What do you like best about the product?
This according to me is the best software for rolling out new software distributions and patches to employees internally. I love the snooze feature of this tool due to which I have seen fewer complaints from employees regarding interruptions to the normal work flow,
What do you dislike about the product?
Sometimes re-deploying some patches becomes a hassle since the efficiency comes down in these cases.
What problems is the product solving and how is that benefiting you?
This is mostly used internally in order to keep the software and distributions of the employees up to date. Rolling out the latest software through LANDesk has helped a lot by bring down the software vulnerabilities.
Recommendations to others considering the product:
It is a pretty wonderful software for deploying new distributions and patches.
Good Service, Quite convinced
What do you like best about the product?
Their remoting programming is really on point, I loved having the capacity to draw on the screen of the client to outline/bring up things to the client.
Can do a ton of customization, for an expense. On the off chance that you pick the right VAR, with a learned Professional Services group, you can make this item do nearly anything. We initially conveyed it as a ticketing framework for Incidents and Requests. We plan to convey Problem and Change Management, this year.. We utilize Pangea as our VAR and I would HIGHLY prescribe them.
Can do a ton of customization, for an expense. On the off chance that you pick the right VAR, with a learned Professional Services group, you can make this item do nearly anything. We initially conveyed it as a ticketing framework for Incidents and Requests. We plan to convey Problem and Change Management, this year.. We utilize Pangea as our VAR and I would HIGHLY prescribe them.
What do you dislike about the product?
The first con with this module is, it might be needless excess for littler associations - Self Service not accessible standalone and it does exclude social interfaces.
Backing is better than average yet ordinarily you need to sit tight for a SP discharge to get things settled. Each time we do a move up to the item we need to utilize PS time. You truly need a devoted Admin for this item. We don't and it appears. On the off chance that we had one we would utilize less cash on PS and this individual could be an item master and get things working the way we need.
Backing is better than average yet ordinarily you need to sit tight for a SP discharge to get things settled. Each time we do a move up to the item we need to utilize PS time. You truly need a devoted Admin for this item. We don't and it appears. On the off chance that we had one we would utilize less cash on PS and this individual could be an item master and get things working the way we need.
What problems is the product solving and how is that benefiting you?
The remoting programming was the best part about Landesk, the main things that was great about Landesk.
Administration Desk is basically a procedure administrator. We assembled a procedure of Incidents, Request, New Hires and Departing representatives. Some procedures are extremely convoluted and when it's manufactured right, it deals with these procedures exceptionally well.
Administration Desk is basically a procedure administrator. We assembled a procedure of Incidents, Request, New Hires and Departing representatives. Some procedures are extremely convoluted and when it's manufactured right, it deals with these procedures exceptionally well.
Recommendations to others considering the product:
LANDesk offer a great deal of expert administrations, however the period of time taken to tweak implies little, incremental esteem however costly and long (time-wise) executions.
I would suggest other people who are thinking about LANDesk on the grounds that with this module they can take after the same IT forms fixing to SLAs as though clients were bringing in. What's more, offer a predictable bolster encounter paying little respect to the course to the administration work area.
I would suggest other people who are thinking about LANDesk on the grounds that with this module they can take after the same IT forms fixing to SLAs as though clients were bringing in. What's more, offer a predictable bolster encounter paying little respect to the course to the administration work area.
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