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Hi all,<\/p>\n
Our company is looking at a service desk transition. We currently use HelpStar 2012. Our options are to either upgrade to the newest HelpStar version (called ServicePRO now), or look into something else.<\/p>\n
Does anyone have experience with ServicePRO? I’m having a really hard time finding good opinions, almost as if it’s lost most of its customer base. They have no community to speak of.<\/p>\n
Some other things:<\/p>\n
We’re too complex for Spiceworks. Sad but true. We invest heavily in ITIL principles such as business rules for SLA automation, problem management, and CMDB that Spiceworks just isn’t equipped to handle. I used Spiceworks for 2 years in my last job and can’t make it do all the things we need it to do in this situation ![\":frowning:\"](\"https://emoji.discourse-cdn.com/twitter/frowning.png?v=12\" "\\":frowning:\\"")
<\/p>\n<\/li>\n
We’re too small for the big guys like ServiceNow and Footprints. Way too much overhead there. I stay away from BMC products in general.<\/p>\n<\/li>\n<\/ol>\n
I see a lot of pro reviews for ServiceDesk from ManageEngine and it is a front runner. SAManage is another promising SaaS app. Are there any others that should be on my radar? I know ITIL/ITSM is a buzzword in this industry, but in my case this software has to be built specifically with that in mind.<\/p>\n
Thanks!<\/p>","upvoteCount":6,"answerCount":7,"datePublished":"2014-07-31T18:10:38.000Z","author":{"@type":"Person","name":"tahin","url":"https://community.spiceworks.com/u/tahin"},"acceptedAnswer":{"@type":"Answer","text":"
I poked around in the enterprise version of ManageEngine helpdesk software and it looks great. I would spend a little time checking it out.<\/p>","upvoteCount":5,"datePublished":"2014-07-31T18:16:56.000Z","url":"https://community.spiceworks.com/t/service-desk-products/326509/2","author":{"@type":"Person","name":"lancehietpas","url":"https://community.spiceworks.com/u/lancehietpas"}},"suggestedAnswer":[{"@type":"Answer","text":"
Hi all,<\/p>\n
Our company is looking at a service desk transition. We currently use HelpStar 2012. Our options are to either upgrade to the newest HelpStar version (called ServicePRO now), or look into something else.<\/p>\n
Does anyone have experience with ServicePRO? I’m having a really hard time finding good opinions, almost as if it’s lost most of its customer base. They have no community to speak of.<\/p>\n
Some other things:<\/p>\n
We’re too complex for Spiceworks. Sad but true. We invest heavily in ITIL principles such as business rules for SLA automation, problem management, and CMDB that Spiceworks just isn’t equipped to handle. I used Spiceworks for 2 years in my last job and can’t make it do all the things we need it to do in this situation <\/p>\n<\/li>\n
We’re too small for the big guys like ServiceNow and Footprints. Way too much overhead there. I stay away from BMC products in general.<\/p>\n<\/li>\n<\/ol>\n
I see a lot of pro reviews for ServiceDesk from ManageEngine and it is a front runner. SAManage is another promising SaaS app. Are there any others that should be on my radar? I know ITIL/ITSM is a buzzword in this industry, but in my case this software has to be built specifically with that in mind.<\/p>\n
Thanks!<\/p>","upvoteCount":6,"datePublished":"2014-07-31T18:10:38.000Z","url":"https://community.spiceworks.com/t/service-desk-products/326509/1","author":{"@type":"Person","name":"tahin","url":"https://community.spiceworks.com/u/tahin"}},{"@type":"Answer","text":"
Try Zoho ManageEngine ServiceDesk Plus, free edition—<\/p>\n
The free edition doesn’t come with any ITIL modules, but we will definitely check out Enterprise.<\/p>","upvoteCount":1,"datePublished":"2014-07-31T19:04:42.000Z","url":"https://community.spiceworks.com/t/service-desk-products/326509/4","author":{"@type":"Person","name":"tahin","url":"https://community.spiceworks.com/u/tahin"}},{"@type":"Answer","text":"
Tahin, I closely work with the ServiceDesk Plus team. Should you need any help setting it up, feel free to ask.<\/p>\n