VSM: well-integrated ITSM platform
June 05, 2019

VSM: well-integrated ITSM platform

Amr ElGarhy | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with VMware Service Manager

Complete handling of the ITSM "IT Service Management" processes from request fulfillment to incident management to problem management to service level management, etc.

Pros

  • Ease of use
  • Simplicity
  • Smart workflow designer
  • Total integrated solution

Cons

  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
  • Saving time to resolve incidents
  • Saving costly efforts of 2nd and 3rd line support through empowering 1st line support to do most of the job.
  • Reporting and dashboarding is a concern in the current VSM version.
It wasn't my selection, it's been used for more than five years in the current organization.
When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.

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