N-able Take Control vs. ServiceMax

I have used a number of remote access systems over my IT/MSP career, and Take Control stands out as the best I have ever used. If you are using the N-Able RMM I highly recommend, Take Control over the other options that can be integrated into the platform

Small deployments, where you have some specific need for ServiceMax and absolutely need offline capabilities, and are willing to deal with the problems. Otherwise, you may be better off looking at the built-in Work Orders and field service module that Salesforce is now providing. Their app is direct competition for ServiceMax and integrates much better with cases and knowledge articles.

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• Take Control is really good at accessing a device with no end-user involvement. The user doesn't have to click on permissions or visit a particular site. We simply can take control of their device from the RMM dashboard.
• If Microsoft issues a patch/update, I can schedule a release of a mass install to all client sites at the click of a mouse from within my office.

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• As it's built on Salesforce, the reporting tools are fairly robust
• The service flow managers can be setup to easily lead technicians to entering data in the right place

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• Performance on low-end machines.
• Verbosity when changing stream quality.
• File manager needs improving, dragging files causes graphical issues.
• Connection time needs to be reduced.
• Ability to adjust re-connection time.
• Integration with more password-storage applications.
• Screen blanking is buggy in some instances and makes the session unusable.

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• Dispatch console seems slow and the data is more of a pull than a push into the database.
• It seems to be a Ferrari and takes a lot of labor hours to configure.
• Still does not integrate with Apple's products very well.

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The interface needs a lot of updating. It's just too "busy."

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Engaged account management. Support is based worldwide but handoffs have not been too painful.

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We were primarily a team-viewer customer before this point but the continued increases on cost, feature issues as well as core functionality and load issues we were beginning to see on the host machines we started looking for other options. As we were already a solar-winds customer utilizing the SAAS and Take Control for our Managed customers it was a no-brainer to look into Take Control. After a short review and the fact that we are already very familiar with the system via our management dashboard, it was an easy yes

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ServiceMax has an offline capability, and also integrates with our Salesforce side of business. At the time, Salesforce did not have a field service application so we could not consider it, but if we could now, we would probably go with that instead. ServiceMax is also expensive. But at the time, ServiceMax was the only offering out there that integrated with Salesforce, had mobile offline capability, and could operate at the scale we needed.

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• We we're able to bundle Take Control into our RMM pricing removing the need to pay for a separate system and maintain its intergration
• Remote access is only a click away saving our techs time
• Reliable connection mean issues are resolved without having to 'fix' the remote access first

• ROI for ServiceMax is mostly dependent on how in depth the organization wants the software. Our ROI is expected within the second year of operation due to the complexity of integration and the initial training requirements for in-house programmers.
• Inventory control ROI is expected within year three or four due to the number of technicians and creating the foundation of information to import into ServiceMax. Expectations are the front end programming will be complete and our programmers will be better acquainted with the modules and architecture to make the inventory integration smoother than the initial integration.
• Our organization has been working with ServiceMax for ten months and beginning to incorporate the financials to the work orders. This process has not been as seamless as once projected and the root causes are under investigation. It appears the original fields available to track time between employees were not in depth nor segregated sufficiently for granularity.

Incentivized

Independently Invited by TrustRadius

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