Head of Strategic Ecosystems and Accounts for Pedab Group at Pedab
Feb 9, 2022
The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits.
Principal at a tech services company with 51-200 employees
Oct 11, 2020
Incident management is the most valuable because we're using it to manage tickets for an accounting system.
With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.
I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless.
Principal at a tech services company with 51-200 employees
Oct 11, 2020
We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved.
Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system.
