IF YOU TAKE THIS POLL BEFORE FRIDAY JUNE 9TH OR FROM THE COMMAND CENTER VS. THE MISSION, YOU WILL NOT RECEIVE MISSION CREDIT
Multiple ways to connect with technical support, confusing our walk-up customers.
We use NexGen as a way to create work orders and track issues, fixes, and inventory. Also there is a customizable element to NexGen and you can work with the people at NexGen and tailor the program to the needs of your company.
We are migrating away from our partner like a divestiture. We need to stand up our own solution. I am looking at SolarWinds Service Desk, but it's coming up short since it doesn't have a RMM type solution and SaaS patch Management. NinjaONE, Atera, Pulseway, Kaseya, and many others offer the SaaS based local patching for Windows and 3rd party applications. even the new GoTo Resolve. Also no End Point Protection. As much as I love SolarWinds Service Desk, I am not sure I can afford to move to it.
Yes, Solarwinds Service desk. You need to fix, or create a widget for customers who do not provide a 24x7 SLA. The clock keeps ticking after hours and weekends. Not fair to our support staff.
That is a great point. the ability to have custom service hours. Sounds like a change request for the dev team at Samanage / SolarWinds. You should submit that.
I'm in-between positions, hopefully starting a new one soon with a company that uses SolarWinds. Once I do I will definitely be reviewing their service desk and ticketing system(s) and if necessary recommending changes.
We have Marval, the most staggeringly useless product ever concieved, then two separate ones for HR and maintenance. Nothing will convince them to move to a unified platform.
I have logged a feature request. I don't think it's high on their agenda. It's really the only flaw I've observed. We have our service hours set (built in) however, there is no widget or script to "stop the clock" on pending requests for the dashboards so our numbers are way skewed.
SolarWinds Web Help Desk! Another FTE on our team!
Its ITIL/ITSM vs ADo/DevOps... Two systems that seem to be at odds with each other. Not sure how to merge a traditional service desk with dev ops service desk.
We're in the middle of switching from Remedy onsite to Service Now in the "cloud." Everything seems to be "cloud" now. Not sure how I feel about it since our IT budget about doubled.
Bill
We actual have two ticketing systems. Would like to unify them into one solution, if it can provide the things that each of the current systems do well but the other does not.
We use SysAid and are happy with it!
\m/
