SharePoint Service Desk solution
Anonymous | TrustRadius Reviewer
March 04, 2019

SharePoint Service Desk solution

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with MS SharePoint / SQL

We are using SharePoint as a service desk solution, including ticketing, asset inventory, purchase requisition, and project tracking. We also support several departments using SharePoint as a intranet solution. We went with SharePoint as a solution for the flexibility it provided us, while there are some drawbacks for the most part we can mold it into whatever we would like. This does require staff able to spend the time to configure and manage SharePoint though.
  • Flexible - able to make any changes we would like vs traditional service desk system.
  • ROI - We were already using SharePoint for internal intranet, so we are simply getting more use out of licensing we had already committed to.
  • Easy to use for end users.
  • Staff time - flexibility is great but in order to benefit you do need to have staff able to configure and manage SharePoint.
  • Reporting - reporting leaves something to be desired both directly within sharepoint and with SQL reporting services.
We had staff resources able to create, configure, and mange our sharepoint environment, so it made sense for us and gave us greater flexibility than these turnkey solutions. Certainly each solution has its merits and each are completely different price points. We already had existing sharepoint and sql licensing so by building our solution we had increase roi on these prior purchase.
Importing our old BMC data into sharepoint / SQL was fairly simple to do. We have also started to use PowerBI to do analytics against our database and present that data via a dashboard. This was very simple to do with built-in wizards guiding us to connect PowerBI to SQL for SharePoint.
We use team sites across both service desk applications and intranet for sharing data and collaboration. We built project tracking sites that link between both environments. RBAC and security trimming combined with separate content databases helps keep department data hidden and separate from each other. Reporting isn't as strong as we would like as is, but starting to utilize PowerBI for this and seeing great potential.
If you have staff resources to dedicate to building out SharePoint it is worth looking into, however if you don't have staff you should consider finding a vendor who can build out your environment to suit your needs. Vendor / consultant might make this less attractive over turnkey solution for intranet / service desk though.

MS SharePoint / SQL Feature Ratings

Pixel Perfect reports
Not Rated
Customizable dashboards
7
Report Formatting Templates
6
Drill-down analysis
6
Formatting capabilities
6
Integration with R or other statistical packages
6
Report sharing and collaboration
5
Publish to Web
7
Publish to PDF
Not Rated
Report Versioning
Not Rated
Report Delivery Scheduling
7
Delivery to Remote Servers
Not Rated
Pre-built visualization formats (heatmaps, scatter plots etc.)
Not Rated
Location Analytics / Geographic Visualization
Not Rated
Predictive Analytics
Not Rated
Multi-User Support (named login)
9
Role-Based Security Model
9
Multiple Access Permission Levels (Create, Read, Delete)
9
Single Sign-On (SSO)
9
Responsive Design for Web Access
9
Dedicated iOS Application
Not Rated
Dedicated Android Application
Not Rated
Dashboard / Report / Visualization Interactivity on Mobile
5
REST API
Not Rated
Javascript API
Not Rated
iFrames
Not Rated
Java API
Not Rated
Themeable User Interface (UI)
Not Rated
Customizable Platform (Open Source)
Not Rated