Likelihood to Recommend I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.
Read full review Whenever you have computers that aren't easily accessible or you have a big site to cover (or multi location), Symantec Client Management Suite (CMS) is really great to manage all your computers, if it's for installation, software, licenses or even status. Setting up all you need from CMS can take some time, especially when you're in a multi-location site. We had to ask the Symantec engineers to help us a couple of times and set things up because even if we followed the documentation, it wasn't an easy task. But at least, the Symantec engineers are people that know what they do and they're really efficient at it.
Read full review Pros Follow pre-defined workflows for ticket types. Properly route tickets & messages to internal users. Offer a simplified interface for writing message templates and workflows. Read full review Patch Management: We are able to easily deploy patches to all our workstations and accurately report on compliance. Software Delivery: We do a lot of software deployments to our end users and with CMS we can quickly create policies or tasks to perform these deliveries and get quick results on our success or failures. Inventory: Ease of use to get reports of what workstations have what software installed, patch levels, or hardware specifications. Read full review Cons Interface could use a facelift Communicate with users from tickets When all task have been completed the option to close the ticket should be available, or it just hangs out there Read full review More transparency with the roadmap would be a welcome change. New and upcoming features are usually a surprise until a major Symantec Event takes place but little is heard about those features before and even after, in some cases, leading up to a release. Documentation for some items is poor. Especially around the Workflow product. It was intended that the documentation for the elements in a workflow would be crowd-sourced, which is a good idea, but in order for that to happen, more people need to be using it and taking the time to draw up the documents. Cost. Its always a big topic, especially in higher-ed, but Symantec could do more to lower its costs for some product lines in order to gain more acceptance and support. If that was done and more institutions could get their student workers to use the product, once they leave college and go into the "real-world" there is a possibility that they would start recommending Symantec products because of their use in College. Read full review Likelihood to Renew So far so good - no major issues with that technology.
Read full review Support Rating Support system is very good. I believe they have done an excellent job supporting our questions
Read full review Support at Symantec isn't that great. Client Management Suite isn't even listed on the Support Portal when trying to open a ticket. Your best bet for support is actually the user groups that Symantec hosts. The members of the groups are usually very responsive. With Broadcom buying Symantec, I've seen a huge jump in personnel leaving Symantec, so I'm assuming the support is just going to get worse. Recently for a simple question, I reached out to 5 people just to find out 4 of the 5 had left the company.
Read full review Alternatives Considered They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.
Read full review Although there are other tools that can be utilized I don't believe those tools are as robust as Symantec Management Platform. The Symantec Management Platform was chosen because of the value it returns internally and for our customers. You can pull just about any data element from an endpoint and provide detailed reports or great graphs for the C-Level
Read full review Return on Investment Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked. The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization. Read full review SMP allows us to centrally manage all of our endpoints with little to no end user interaction. With the new P2P downloading our bandwidth constraints have been almost completely removed. Cloud Enabled Management (CEM) allows our remote users to receive the same updates as in-network devices without the need for a VPN connection. Read full review ScreenShots