Symantec ITSM - A wobbling king of ITSM
August 28, 2017

Symantec ITSM - A wobbling king of ITSM

Shawn Mayhew | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Symantec IT Management Suite

Symantec ITSM is used as our primary workstation management tool for 25k end points. The primary purpose is to image workstations, install software remotely enterprise wide, site wide and individual installs. It is also used as the primary inventory tool for hardware and software to provide IT lifecycle reports. We were able to hit 98% patch effectiveness using the ITSM tool with 2 primary sys admins.

Here is a link to a full case study covering our use case:
  • End to end workstation imaging with a 45 minute average for OS, drivers and base software with only 1 technician touch to name the workstation.
  • Application usage reporting on what software is being used and how much - broken down by site, department and user.
  • 5% of managed workstations were patched.
  • IT lifecycle reports were automated with live inventory feeds to enable purchase reports.
  • Product is complex due to its ability to be customized - Requires a knowledgeable Sys admin to manage.
  • Serious questions on how much Symantec is going to support product development going forward. Microsoft keeps pushing SCCM is free and that is a hard siren for VP's to resist - even it if its wrong.
  • Create and manage Weekly, monthly and yearly enterprise reports on IT activities using ITSM tools. Accurate IT Lifecycle forecasts reduced purchases by 10%
  • Reduced Workstation imaging process from 4 hours to 1, with only 1 5-minute physical touch per machine. Savings of $196k monthly 2.3M yearly Labor cost savings
  • Reduced Team Software package time from 30 hours to 10 hours with Better Project Management – 7000 hours were saved during the recreation of the software library
  • Reduced Packages from 5800 to 350 packages - implement Software Life-cycle Management at the same time
  • Increased inventory accuracy reports from 55% to 99.5% of all known company machines
  • Reduced staff to operate Systems Management tools from 22 people to 4
Symantec ITSM lets business manage all platforms well not just windows. The depth of software management, Inventory, Asset, license management, contracts and ability to adapt to a customers needs to fantastic. However, SCCM has a lot of benefits and may surpass Symantec ITSM as Microsoft makes it harder and harder for any other vendor to manage Windows machines and environments.
I would recommend Symantec ITSM to any company over 250 endpoints seeking to effectively manage their endpoints with a customizable tool. The ability to manage your workstations end to end using imaging tools, software deployment, inventory, workflow engine, reporting tools and end user support is awesome.

Symantec IT Management Suite Feature Ratings

Software and hardware inventory tracking
License management
Asset lifecycle monitoring
Contract management
Asset relationship management

Symantec IT Management Suite Support

With the Blue Coat acquisition the question remains on how much support Symantec is going to give the ITSM suite. Its just not that sexy anymore to have to support a product that touches all the hardware anymore. A few of the really good support reps have gone the way of private which is very concerning.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Escalation required
Yes - Premium support gives me a the ability to escalate quickly to the back end when I find code issues. I know enough, if not more than all the first line and 2nd line support staff after 10 years of supporting this product. Premium support also lets me know what issues others have seen as my support rep sends me weekly emails on issues discovered in the field.
Yes - I have given numerous bug issues over the years to back end. For the most part they have been acknowledge and fixed pretty quickly
During a really bad software bug support call my support rep at 4:30pm said I will be their tomorrow. He got on a plane that night and flew to my location. We fixed the issue the next day after he was able to watch it up close in person.

A different issue and a different year, backline actually wrote, tested and installed code for me 1 day after reporting it.

Using Symantec IT Management Suite

I am bit biased after using Symantec ITSM for 10 plus years. However, I found its ability to wrap everything into one console for at a view enterprise health a powerful tool for my department and others. The ability to provide self healing of software packages to workstations was especially powerful. The ability to customize data connections to other tools and automate those inputs and outputs let us provide the business data to support enterprise decisions on Hardware and software usage.
Like to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
Unnecessarily complex
  • Inventory
  • Software package deployment
  • Patching
  • Stacking packages together in a policy requires thought to make sure all the packages integrate.
  • The license contract module can be difficult to link the various sections together. It has gotten a lot better in version 8.1.
  • No current ability to integrate natively, barcode software into the Asset module. It is a partner application that requires a separate purchase and setup.