SharePoint Service Desk solution
March 04, 2019
SharePoint Service Desk solution
Score 7 out of 10
Vetted Review
Verified User
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.
Pros
- 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.
Cons
- 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.
- Lansweeper and BMC Remedy
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.
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