Name: Symantec ServiceDesk
Rating: 5 (1 reviews)
Author: Broadcom

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Innovation Management

Kubernetes Monitoring

Development

Career Center

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Diagramming

Enhanced 911 (E911)

Interactive Voice Response (IVR)

Project Portfolio Management

Supply Chain Management

Enterprise

Accounting

CTRM

Corporate Performance Management (CPM)

Cryptocurrency Mining

Online Trading

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Performance Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Cloud Storage

Disaster Recovery as a Service (DRaaS)

Enterprise Flash Array Storage

Fraud Detection

IT Asset Management

In-Memory Databases

Integration Platform as a Service (iPaaS)

Network Operating Systems

Network Performance Monitoring

Phishing Detection and Response

SIP Trunking

System Monitoring

Traffic Switching

Unified Endpoint Management (UEM)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Reference Management

Digital Signage

Email Deliverability

Email Management

Email Marketing

Headless CMS

Marketing Automation

Online Reputation Management

Retail Media Advertising

SMS Marketing

Social Media Management

Social Media Publishing

Survey & Forms Building

Technology Review

Web Analytics

Marketing

Field Service Management

Project Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Intrusion Detection

Security

Building Information Modeling (BIM)

Construction Management

Homeowner's Association (HOA) Management

Law Practice Management

Legal Billing

Vertical-Specific

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Based on user reviews, the most common recommendations for the product are as follows:

- Users advise ensuring compatibility by checking that the current version of the product works well with your computer. They recommend making sure that all versions of the product are compatible with popular browsers like Chrome.

- Users emphasize that proper implementation is vital for a satisfactory experience with the product. They suggest taking the time to get acquainted with it and, if needed, seeking assistance from a specialist during installation.

- Some users suggest that the product could improve its user experience, particularly in assisting with level 1 tasks. They recommend enhancing the interface and features to make it more intuitive and user-friendly.

Additionally, users have mentioned other positive aspects such as full support, protection against malware, and recommending the product to others in the market. Overall, while there may be some initial challenges, users find the product to be reliable and suitable for companies monitoring service status and looking for system security against malware.

Symantec ServiceDesk has been instrumental in helping businesses solve critical business problems related to IT service management. Users have praised the software for its ability to streamline and automate IT support processes, resulting in increased efficiency and productivity. With Symantec ServiceDesk, businesses have found a solution to effectively manage and prioritize IT service requests, incidents, and problems.

One of the key use cases of Symantec ServiceDesk is its ability to centralize IT service management operations. By providing a single platform for all IT service requests and incidents, businesses can ensure that nothing falls through the cracks. Users have reported that this centralized approach has enabled them to improve communication and collaboration among their IT teams. With the ability to track and monitor the status of various requests and incidents in real-time, businesses can respond promptly to issues, reducing downtime and optimizing resource allocation.

Another business problem that Symantec ServiceDesk addresses is the challenge of managing a large volume of incoming service requests efficiently. Users have highlighted the software's robust ticketing system, which allows them to categorize and prioritize tickets based on urgency and impact. This functionality has proven invaluable in ensuring that critical issues receive immediate attention, minimizing disruptions to business operations. By automating ticket assignment and escalation processes, Symantec ServiceDesk helps businesses optimize their workflows and ensure timely resolution of IT issues.

Furthermore, Symantec ServiceDesk offers comprehensive reporting capabilities that provide valuable insights into performance metrics and trends. Users have emphasized the usefulness of these analytics in identifying bottlenecks, areas for improvement, and resource optimization opportunities. By leveraging these reports, businesses can make data-driven decisions to enhance their IT service management strategies.

Overall, Symantec ServiceDesk has emerged as an effective solution for businesses looking to streamline their IT service management processes. From centralizing operations to efficient ticket management and insightful reporting, users have found this software instrumental in solving critical business problems related to IT support.

Symantec ServiceDesk provides enterprises with ITIL-based help desk functionality for incident, change, and problem management.

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.

ITSM Standard

ITSM Pro

ITSM Enterprise

Free

Standard

Premium

Symantec ServiceDesk

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

Broadcom

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Service restoration

Impact assessment and automated fixes for common problems

Self-service tools

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

ITSM reports and dashboards

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

ITSM asset management

Managing all IT assets and enforcing policy rules

Configuration mangement

Database for tracking and reporting all business assets

Asset management dashboard

Dashboard showing organization's software portfolio

Policy and contract enforcement

Ensuring that requesters have eligibility before fullfullment

Change management

Ensuring standardized processes for making changes to IT infrastructure

Change requests repository

Single repository of all planned changes and releases

Change calendar

Calendar showing change schedule to stakeholders

Service-level management

Process for negotiating agreements regarding service level expectations, and ensuring these are met

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Symantec ServiceDesk

Overview

What is Symantec ServiceDesk?