Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
N/A
Ivanti ITSM
Score6.4 out of 10
N/A
Ivanti Neurons for ITSM offers the flexibility to deploy in the cloud, on-premises or a hybrid combination. It replaces the Ivanti Service Manager, powered by Heat.
N/A
Pricing
Cisco Webex Support
Ivanti ITSM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Webex Support
Ivanti ITSM
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
—
Ivanti Neurons for ITSM is offered as a cloud solution. The license model is subscription based and licensed per analyst and per asset.
We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting access problems from users' personal machines, as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have been able to integrate our ISM system with Active Directory using API calls to automate user account creation and user Moves, Adds, and Changes. This has helped us make the employee onboarding and offboarding process much more efficient and less error prone. We cut down on mundane work for the account creation team and freed them to do more tier 2 and 3 tasks. Where the system has been less appropriate for us is trying to integrate non-IT service processes. We haven't gotten a lot of buy-in from groups that aren't used to using an IT related system to receive tasks. It will take some time for us to make a more user friendly, non-IT, Support role.
Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Very good at allowing a service line to configure the product to suit its needs. This is important so as to not have to craft operations around the technology, but the other way around!
A high level of flexibility to implement a great deal of automation. The product gives end users access to pre-defined or custom business rules and workflows as well as the ability to implement other forms of time savers!
There is a very comprehensive Help guide for end users and administrators alike. Quite often I have found the most obscure 'How To's' in this guide rather than needing to call into support or search out information on the Ivanti site.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
During initial setups it can be a little confusing.
The look and feel is a little rigid. It feels like it is in need of a smoother UI update.
When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The Enterprise package we purchased (Event Center, Remote Support, Meeting Center, and Training Center) for 100 users is the same annual price as GoToMeeting for 25 users. We will renew as it is a package deal. If it were just WebEx Remote Support, we would not renew at all.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
There's two sides to answering this question. From an Agent/Admin perspective, it's great. You can do a lot of really cool things and have a lot of options and tools available to you. From a customer perspective, you're not quite as spoilt for choice. Ivanti has been working on and improving their new mobile-responsive customer interface but in doing so have really limited the features they allow admins to configure. We've found this limiting but not unworkable. I hope this continues to improve.
The support team is highly incompetent. The only thing that they are able to do flawlessly is register an issue and open the case. But this case related to the issue is never resolved. They will forward the case or assign a new service engineer. But the case will never be resolved. At least not soon. They take weeks to resolve issues.
Support has been amazing. They are knowledgeable, respectful, efficient, and friendly. When something doesn't go according to plan, they go above and beyond to make sure your issues are resolved. I have come to think of them as an extension of my team!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I would say that Cisco Webex Support stacks up pretty evenly in capability, but in some regards (video clarity, toll-free access, etc.) they were even better. Where they did provide a better solution for toll-free access on audio bridges, their audio quality was worse for those that wanted to use VoIP for the audio conference bridge.
Ivanti is far more user friendly than ManageEngine, and has more features than Jira Service Management. It takes longer to get used to Ivanti because of the extra features, but once you're on board with how it works and how to make changes, the possibilities and configuration options are almost endless
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
There are many companies for you to choose from. Many have expertise in specific areas. I highly recommend making sure you find one that can work for your specific project needs and then be willing to go in a different direction if needed. There are a few companies that have the personnel to cover everyone's basis but truthfully not many.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
WebEx Support Center works pretty excellently for us as we are a small shop. We are experienced and have pretty good skill sets. WebEx Support Center is an excellent product for our use cases with our users and client to troubleshoot issues.
WebEx Support Center is more expensive than our previous product MXIE or Logmein. It has a more user-friendly UI, and overall performance is better and reliable.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
In the Classroom Support department, this has provided a quick access system available via tablet for technicians on the go and has improved response time.
In the Helpdesk, this has assisted in the automation of repetitive tasks and assisted with providing better accountability for the completion of an assigned task.
