Likelihood to Recommend
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
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The Symantec IT Management Suite is used throughout the company (global). It is efficient and reports via email any type of problem found, from threats to attacks. The update on the clients is carried out without being noticed. When the system is doing some sort of scan, older computers are slow. Other than that, I believe it is an ideal software for monitoring the entire infrastructure.
Read full review Pros Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again. Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation. Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly. Read full review End to end workstation imaging with a 45 minute average for OS, drivers and base software with only 1 technician touch to name the workstation. Application usage reporting on what software is being used and how much - broken down by site, department and user. 5% of managed workstations were patched. IT lifecycle reports were automated with live inventory feeds to enable purchase reports. Read full review Cons Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components. A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable. Read full review Increased memory consumption Older machines can not support the program Read full review Usability
I am bit biased after using Symantec ITSM for 10 plus years. However, I found its ability to wrap everything into one console for at a view enterprise health a powerful tool for my department and others. The ability to provide self healing of software packages to workstations was especially powerful. The ability to customize data connections to other tools and automate those inputs and outputs let us provide the business data to support enterprise decisions on Hardware and software usage.
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With the Blue Coat acquisition the question remains on how much support Symantec is going to give the ITSM suite. Its just not that sexy anymore to have to support a product that touches all the hardware anymore. A few of the really good support reps have gone the way of private which is very concerning.
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There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
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We evaluated Norton and Kaspersky, we chose Symantec to provide more options and more guarantees. In addition, we have used the tool for more than 10 years in the company (the time I am working). It has an interface with all monitoring data and statistics. A specific display of each piece of connected equipment in the network, making monitoring easy and, in case of a threat, it notifies us.
Read full review Return on Investment Our turnaround time has decreased steadily use implementing use. Our CIO is update on the progress of his team at all times. The customers feel better informed about their requests from start to finish. Read full review Reduction of virus infections Greater clarity in the reports Monitoring the network and infra Read full review ScreenShots