Spiceworks Cloud Help Desk vs. Symantec Asset Management Suite

It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.

Incentivized

If your organization has more than 50 computers and you have a dedicated IT Staff to manage the software then Symantec Asset Management Suite would be a great fit for your organization. The IT Staff can customize and configure the software and console to fit your organization's direct needs. It will speed up software installations and help to keep your computers running smoothly by applying patches and other necessary software updates in a timely manner. It will also help you manage your asset inventory so you know exactly where each computer is located, its IP address, and the users logging into the machine. If your organization is small and only has around 20 computer users then I would not recommend investing in the Symantec Asset Management Suite. Managing 20 computers is a task that is pretty easy to manage even if you do not have a dedicated IT Staff within your organization.

Incentivized

• It helps to multitask, even on the go with the mobile App.
• We can customize to meet your needs with automated responses, notifications, and templates.
• Detailed reports allow managers to keep track [of] and analyze data.
• Allows for a database to store notes helpful for future tickets.

Incentivized

• Asset tracking - Very important in a business
• Reports - Keep track of what programs are installed, who has which computer, etc.

Incentivized

• I have always wanted a way to redirect a support request into another IS bin, such as a development task.
• It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
• Improved ability to customize the system generated emails to improve the formatting and company branding.

Incentivized

• Ability to tie into and be supported by RHEL, CentOS, and any other Unix based OS. I know that they could tie into some different systems, but weren't truly supported.
• Altiris was how we deployed to multiple computers all at once, Altiris Agent sometimes stops, and can be an issue to have it update in the Console.

Incentivized

Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.

Incentivized

Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out

Incentivized

We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.

Incentivized

Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.

Incentivized

If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth

Incentivized

EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.

Incentivized

We compared a lot of products Pulseway, Asset Panda, GoCodes, Service Now, BMC TrackIT, Sysaid, Landesk. After checking all these, found Symantec is the only one which fulfills all my organization's requirements. Glad to find a great choice by doing a proper survey. I would suggest others to go for this too.

Incentivized

• Positive - Allow organizations to implement structured Help Desk procedures.
• Positive - IT can begin to quantify their tickets and uncover needs within the organization.
• Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
• Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.

Incentivized

• Increased productivity by PC Support
• Faster compliance in a zero day situation
• Reporting and visibility that lead to tangible action
• Implementation can be cumbersome and technical support may be required.

Incentivized