Autotask: The 'Remedy' for Bloated ITSM
September 15, 2015
Autotask: The 'Remedy' for Bloated ITSM
Score 9 out of 10
Vetted Review
Verified User
Software Version
On Premise - Build 47634
Modules Used
- Service Desk
Overall Satisfaction with Autotask
When I used Autotask, it was being used as the primary Service Desk ticketing system for a number of accounts (i.e. external customers) that my organization provided IT services for. It would track incidents and service requests in a cradle-to-grave manner and was used by both direct Service Desk employees as well as customer IT staff.
Pros
- Low 'Clicks-per-Action'
- Easy to Understand (without Training)
- Advanced Search Capabilities
- Easy Account Management
- Conducive to Multi-Tasking
Cons
- No Support for Multi-Tenancy (Multiple External Customers)
- Very Basic User Portal
- Better Customer Service (By reducing the impact to staff and allowing the focus to be on the customer.)
- Fewer Manual Escalations (By using the in-depth workflow system to automatically route and modify tickets.)
- Higher Overall Efficiency (By reducing the clicks-per-action cost and increasing the amount of work-per-X capable by each individual.)
Except for multi-tenancy and permissioning for external users, Autotask beats BMC Remedy in every category for an ITSM Incident/Request Management suite. From allowing legitimate multi-tasking to the streamlined and more-straightforward user experience, Autotask takes the focus off of the tool and on to the job itself. The need for substantially less support staff for Autotask administration is a secondary—but meaningful—advantage as well.
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