German company Matrix42 offers the Matrix42 Unified Endpoint Management, which combines mobile security and endpoint management with traditional client management.
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ServiceNow IT Service Management
Score 8.4 out of 10
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ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
Matrix42 is best suited for the environment where we need to manage the both, mobile devices and endpoints like laptops and desktops. This solution have the best compatibility with every type of endpoints and the functionalities and features are incredible. The dashboard gives the overall visibility and details needed for a endpoint. We can see what applications are running as well as services which are running. It supports multi OS. It is not well suited for environment where only laptop and desktop needs to be managed as we can have other solution in less price. For just managing the workstations like laptops it may be not the best tool as the functionalities will be limited as compared to other vendors in this price.
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
It has the ability to manage endpoints like mobile devices as well as laptops and desktops. Hence through single tool we are able to control every type endpoint which is the best feature so far.
It supports every operating system like windows, mac OS , Linux, android, Chromebook OS hence it got the multivendor support.
Every endpoint can be managed through a single dashboard hence it gives the best user experience.
The dashboard is very user friendly and every function is clearly visible. We do not need to go into sub menu for detailing.
The dashboard is totally customizable and gives the ability to control the endpoint in the best way.
When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
The deployment and implementation process took very long as we encountered some bugs in the OS and every time installation got failed due that. It took so long to understand that which delayed the process so we moved to n-2 version. Hence, in new OS bug should be removed for smooth configuration and installation.
The reporting part need to be improved as it is very basic and do not carry much information which is needed for auditing purpose. It should be made customizable and more type of reporting format should be introduced. So this the area of improvement.
Third Party integration is not possible. This feature is lacking. For proper visibility and control management it should have functionality of third party integration so that we can take control action for non complaint system.
It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Matrix42 Unified endpoint management supports different type of endpoints as well as multi OS is also supported which make it different from other vendors. The product got some good features which is needed for organization and during the demo it met our requirement and it was in our budget if we compare to other vendors. The solution delivers what it promises and hence proven to very useful for organization. Microsoft and Citrix TAC was also not good and supportive as we faced issue some issue during POC
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
The product helped to achieve good profit as is it helps in managing the endpoints from remote which lowers the on site engineer cost.
The ROI for this product is 75-80 percent as it is a agent based solution and deploying agent in a large environment is painful hence to achieve the full ROI will take lot of time.
The solution is proven to be best for our organization as it helped to maintain the compliance of our organization be verifying the necessary application needed for the organization to make it secure.
Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
