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Frontrange ITSM review (older version)
July 08, 2014

Frontrange ITSM review (older version)

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

7

Overall Satisfaction with FrontRange ITSM

Service Desk Software for tracking Incidents, doing reporting and other necessary services for a client.
  • Full service Service Desk Management capability.
  • SQL connectivity to allow for external reporting.
  • Can be customized with a programmer.
  • Specified to follow ITSM Standards.
  • Can provide Asset Management.
  • Difficult to customize and for field validations.
  • Can be a slow performer and the older version tends to crash sometimes.
  • Needed more current interfaces and other features which may be in later versions.
  • While it did provide a myriad of tracking capability, much of the data had to be manual managed and that took several people to do and check for accuracy.
  • It did make the program run, but could have been easier at the time.
Most recently, BMC Remedy, ServiceNow. Remedy seems to be the most established and ServiceNow is even more complicated than ITSM. We operated but did not select ITSM, so there was no choice at the time.
It is embedded for now until the client chooses otherwise.
Scale of the operation, resources available to handle difficulties and db admin functions and training process are crucial to a successful implementation. It can do what a Service Desk needs, but the older version in place needed lots of improvements. Be sure that the capabilities fit the organizational needs.

Using FrontRange ITSM

300 - Service Desk Management for Incidents.
3 - SQL Programming, database design, system troubleshooting, spreadsheet analysis and more.
  • Incident Management
  • The basis for SLA tracking.
  • Asset Management
  • Some reporting.
  • CMDB if upgraded.