Gestión de Incidentes de TI Software

I think the main downsides of Ninja are around Remote Desktop and reporting. With the Remote Desktop feature, you can’t save credentials per user; it’s only per organisation, which is terrible. We should not have shared credentials for obvious Cyber Essentials reasoning.

Reporting also isn’t ideal. I wanted to report on groups of devices with a software count, but you can’t do this, for example, in a report I’d like to see that 5 devices have Software_X. It seems like you can only view this from the dashboard page for all devices at once or an organisation, and even there the filtering isn’t very useful.

Lastly, our previous RMM solution had some helpful features that I miss: a preview/screenshot function so you can see the state of a device before connecting; a chat function to initiate contact before you connect (not only once you’ve already connected); and a network node feature where you can select a device as a network node and VPN tunnel to it remotely. That way, from your local machine you can access other devices and services on their network without needing to physically remote onto the customer’s device just to reach something on their network. Reseña recopilada por y alojada en G2.com.

Ninja allows us to remotely support thousands of devices whenever remote support is needed. Reseña recopilada por y alojada en G2.com.

During my initial use of the software, there have been times when it was challenging to operate, particularly with regard to the process of handling various tickets such as incident tickets and service tickets. Sometimes it was not evident where certain processes would be performed, and it took considerable effort on my part to perform such processes as updating tickets and moving them along different statuses. Even today, certain processes still appear to take an unreasonable amount of time to accomplish, mostly due to having to perform several actions before reaching the desired results. This is even more evident when it comes to managing multiple tickets at once. Reseña recopilada por y alojada en G2.com.

In previous times, requests were done via emails or chats. It was quite difficult to monitor the progress since updates were not done properly. This resulted in me having to dig through emails in order to determine the progress made on each request. Since all requests are recorded as tickets now, this process becomes simpler. All I have to do is open the tickets in order to monitor the status and any progress that has been achieved. In this case, it was easier for me to manage my requests since I did not have to make frequent check-ups to determine the progress made. Reseña recopilada por y alojada en G2.com.

In terms of UI/UX, the software is straightforward to use; however, certain features in advanced workflows and reportings may become less customizable compared to other more robust enterprise-level RMM systems. As the number of infrastructures increases, sometimes there were instances when there was a need for further control over dashboard settings and customizability in analytics and automation scripts.

The list of integrations is quite beneficial, yet I would like the software to have a better interoperability with specific enterprise security, compliance, and infrastructure management platforms. With some complex operational processes, more customizations or third-party tools had to be added to fill some workflow gaps.

Endpoint monitoring and remote control performance were great for day-to-day operations; nevertheless, there were cases when managing alerts or executing scripts became slightly inefficient in large distributed infrastructures with lots of managed devices. Reseña recopilada por y alojada en G2.com.

Before using Atera, many of our IT operations were fragmented across various tools. This was inefficient, caused a slow process of incident solving, and complicated the process of obtaining centralized visibility over everything. Using Atera allowed us to integrate many IT operations into one tool, increasing efficiency and making our work more streamlined.

One of the major advantages of Atera that I could notice immediately was the increased speed of detecting and solving issues. With the ability to remotely monitor everything, we could obtain more information about the health status of our devices and potential problems, thus allowing us to be more efficient.

In terms of UI and UX, the tool greatly facilitates the work with it because you do not have to switch your attention between different screens and platforms in order to solve your daily operations. Reseña recopilada por y alojada en G2.com.

Notion sync isn’t real time. New pages take a while to be searchable by the agent. If we ship a fresh runbook in the morning the AI doesn’t know about it until later that day. Reseña recopilada por y alojada en G2.com.

it helped me to deploy AI for my entire company and reduce the volume of request my team used to receive Reseña recopilada por y alojada en G2.com.

Algunos informes en el área de inventario, especialmente relacionados con software, aún pueden evolucionar. La ampliación de estos análisis traería un conjunto más completo de información, facilitando la centralización de las herramientas y mejorando el control de los activos de TI. Reseña recopilada por y alojada en G2.com.

Milvus ha sido fundamental para la evolución continua de mi soporte. A través de los paneles, informes y seguimiento detallado de las atenciones, puedo identificar patrones, mapear fallas recurrentes y actuar de manera más estratégica en la causa raíz de los problemas. Esto nos permite salir de una postura solo reactiva y trabajar en la neutralización de incidentes recurrentes, aumentando la eficiencia del equipo, mejorando los SLAs y elevando la calidad de la atención brindada a los usuarios. Reseña recopilada por y alojada en G2.com.

One thing I don’t like about Jira Service Management is that sometimes it is hard to find which ticket is assigned to me. The tool does not clearly show it, so I have to search a lot or ask others for help. This can waste time and cause confusion. Also, sometimes Jira does not guide me properly or give me a clear direction on what to do next. It feels like I am stuck or unsure about the next steps. If these issues are improved, Jira will become even more user-friendly and efficient for daily work. Reseña recopilada por y alojada en G2.com.

Jira Service Management helps me manage my work more easily and in an organised way. In my role, I mainly review tickets that are created by the content team or management team. Whenever a new Jira ticket comes in, I get an automatic email. I open the ticket and check many things carefully. I make sure that the content written is correct and suitable, the mailer team has used the proper code, the CTA (Call to Action) has the correct title tag, and the overall design of the email looks good and is properly formatted. I do a full audit to ensure there are no mistakes. If everything is correct, I approve the ticket and close it in Jira. This process helps avoid errors and ensures smooth communication. Jira makes tracking all these tasks simple, and it improves the workflow between teams, which helps me do my job more efficiently. Reseña recopilada por y alojada en G2.com.

It’s a little hard to get used to when you first install it, so there’s definitely a learning curve. That said, the support is fantastic, so I don’t have any worries. Reseña recopilada por y alojada en G2.com.

We needed a system to manage incoming finance requests, such as AP and AR, so they could be automatically assigned and tracked by each individual agent. This system does exactly that, and it also integrates smoothly with our existing O365 environment. Reseña recopilada por y alojada en G2.com.

Hasta ahora no hay puntos de disgusto en la velada de motadata es buena. Reseña recopilada por y alojada en G2.com.

Las funciones avanzadas son que cada vez que el cliente levanta un ticket de soporte, se enviará automáticamente a las herramientas de ticketing y asignará el ticket al ingeniero de disponibilidad.

Reduce el costo de tiempo y funciona sin problemas. Reseña recopilada por y alojada en G2.com.

1. UI / UX

Limitations: The UI feels less intuitive and somewhat unpolished. There’s a learning curve, and in some situations you may need scripting knowledge to really get the most out of it.

2. Integrations

Limitations: API-based integrations with external enterprise tools can be somewhat limited.

3. Performance

Limitations: Performance can dip on slower networks, especially during large-scale patch deployments.

4. Pricing / ROI

Limitations: Pricing feels a bit higher.

5. Support / Onboarding

Limitations: The initial setup and configuration can take time.

6. AI / Intelligence

Limitations: It’s not as advanced as more AI-first platforms. Reseña recopilada por y alojada en G2.com.

IT teams often end up using different tools for patching, security, asset tracking, and remote support. That fragmentation creates unnecessary complexity, drives up costs, and leaves poor visibility across the environment.

Endpoint Central addresses this with unified endpoint management (UEM) from a single console, letting teams manage Windows, Mac, Linux, and mobile devices together. From a UI/UX perspective, having everything in one place makes day-to-day administration more consistent and easier to follow.

A common challenge is simply not knowing what devices exist or what they’re running, which leads to unmanaged endpoints and, ultimately, security risks. The solution here is real-time asset inventory and monitoring, with full visibility into hardware, software, and usage mapping. The AI/intelligence angle is the real-time insights and analytics that help turn inventory data into something actionable.

Unpatched systems are the #1 cause of breaches & ransomware, and manual patching is both slow and error-prone. Endpoint Central’s approach is automated patch management for both the OS and applications, supported by AI-driven threat detection plus vulnerability scanning and remediation. With AI/intelligence focused on predictive threat detection, the practical outcome is faster patch cycles and less downtime.

When devices are spread across locations, networks, and users, remote management and support becomes difficult. The platform’s remote monitoring and control works across LAN, WAN, cloud, and remote setups, and includes secure remote troubleshooting tools. A central dashboard improves remote management from a UI/UX standpoint, while support and onboarding benefit from faster remote issue resolution. Performance-wise, this translates into less downtime for employees.

Many routine tasks—patching, software deployment, and reporting—are repetitive and time-consuming. An automation-first platform helps by automating patch deployment, software installation, and reporting workflows, which improves performance through faster execution and fewer manual errors.

There’s also the ongoing difficulty of meeting standards such as GDPR and ISO. Built-in compliance reports, policy enforcement, continuous monitoring, and audit-ready data help reduce the manual effort needed to stay aligned.

Finally, multiple tools plus manual work typically means higher cost, and low efficiency leads to poor ROI. Consolidating tools and leaning on automation improves asset utilization and helps bring costs under control. Reseña recopilada por y alojada en G2.com.

I understand it has less capabilities on the AI automation and integration parts as the tool takes a lot of time to process the information and it is a lot slow so we need to improve on that part.

Secondary concern is regrading the tool cost around the cost and the learning curve for high-level logic needs to be taught to every developers while using the solution Reseña recopilada por y alojada en G2.com.

Manual works is converted to automated workflows.

It integrate agents, and cyber security teams, and tools with speed and control. Reseña recopilada por y alojada en G2.com.

No me gusta de Proactivanet que para crear una métrica y alerta sea complejo, me gustaría poder hacerlo con facilidad al igual que personalizar colores como por ejemplo en Power Bi. Reseña recopilada por y alojada en G2.com.

Proactivanet has helped us to have centralized control of the university's technological assets on a single platform, allowing us to identify who uses them, how often, and the type of use given to the computer equipment, which facilitates decision-making. Reseña recopilada por y alojada en G2.com.

No hay nada que no guste de la herramienta. Cualquier producto tiene que pasar por su evolución con el tiempo y se están proponiendo características de IA/ML para futuras versiones y espero experimentar lo mismo. Reseña recopilada por y alojada en G2.com.

Actualmente estamos utilizando el servicio de mesa de Wolken para todas nuestras entregas a clientes, donde los SLA son clave para las operaciones. La facilidad de crear tickets, el flujo de operaciones y la visibilidad para nuestros clientes es perfecta. La base de conocimientos nos ayuda a nosotros y también a los usuarios a resolver los tickets/problemas más rápido. Los informes y paneles nos ayudan a generar nuestros informes semanales/mensuales más fácilmente y la herramienta se convierte en un único punto de referencia/prueba para la revisión. Reseña recopilada por y alojada en G2.com.

No hay mucho que no guste, honestamente. Los informes podrían ser un poco más flexibles, pero eso es realmente menor en el gran esquema de las cosas. Reseña recopilada por y alojada en G2.com.

Nuestro equipo de TI estaba constantemente enterrado en tickets repetitivos, el tipo de cosas que no deberían requerir a un humano en absoluto. Harmony básicamente se encargó de todo ese montón. También estamos escalando rápidamente, y mantenernos al día manualmente con la incorporación, las solicitudes de acceso y la desvinculación ya no era sostenible. Ahora todo funciona por sí solo, lo que significa que nuestro equipo puede realmente concentrarse en las cosas que importan. Reseña recopilada por y alojada en G2.com.

Setup and initial configuration took more time than expected. Out of the box, it’s clean, but not fully aligned with how a financial services operation runs, especially with compliance layers involved. We had to spend a fair amount of time customizing workflows, permissions, and data structures to make it fit. Reseña recopilada por y alojada en G2.com.

For us, the main problem was fragmented visibility across systems and inconsistent handling of service requests. Before Freshservice, different teams were using separate tools or even manual processes, which made it harder to track issues, assess risk impact, and maintain audit readiness. Now we have a more centralized view of incidents, assets, and service activity. That directly supports better risk oversight because we can trace issues back to systems, understand dependencies, and respond faster when something goes wrong. It also helps from a compliance standpoint since we have clearer records and more consistent workflows. Reseña recopilada por y alojada en G2.com.

The file-based discovery in ServiceNow IT Operations Management doesn't seem to be streamlined properly, and its configuration can be confusing initially, especially as you need to execute it multiple times to get the desired results. The documentation is not complete and makes certain assumptions. The procedure should be added to reflect the actual steps to be taken to get the software installs. Reseña recopilada por y alojada en G2.com.

I use ServiceNow IT Operations Management for automated CMDB discovery, software asset management, event ingestion, and alert triaging. It enriches the CMDB without building custom patterns. Reseña recopilada por y alojada en G2.com.

Hay una característica específica que me gustaría ver en futuras actualizaciones: la capacidad de guardar vistas (tickets asignados a un cierto agente, tickets con un cierto estado) en tu perfil de HALP. Reseña recopilada por y alojada en G2.com.

HALP está facilitando a nuestro equipo resolver problemas a medida que surgen, ya sea que creen un ticket a través de Teams o correo electrónico. También facilita al solicitante seguir el estado de su ticket debido a que se actualiza dinámicamente a través de Teams. Reseña recopilada por y alojada en G2.com.

Red Hat Smart Management exhibe una fuerte integración con los productos de Red Hat, lo que puede plantear desafíos si se considera una transición a proveedores alternativos en el futuro. Además, aparte de estas preocupaciones generales, varios usuarios han expresado críticas sobre aspectos específicos de Red Hat Smart Management:

1. Navegar y utilizar el sistema de informes puede ser algo desafiante. 2. Aunque es capaz, las características de monitoreo de rendimiento pueden no igualar la robustez encontrada en algunos productos competidores. 3. El soporte para sistemas que no son de Red Hat es algo limitado. Reseña recopilada por y alojada en G2.com.

Seguridad mejorada: Red Hat Smart Management puede ayudar a las organizaciones a mejorar su postura de seguridad al proporcionar una vista centralizada de todos los sistemas RHEL y al automatizar la gestión de parches.

Mayor cumplimiento: Red Hat Smart Management puede ayudar a las organizaciones a cumplir con las regulaciones de la industria al proporcionar capacidades de informes de cumplimiento.

Mejor rendimiento y fiabilidad: Red Hat Smart Management puede ayudar a las organizaciones a mejorar el rendimiento y la fiabilidad de sus entornos RHEL al proporcionar capacidades de monitoreo de rendimiento y resolución de problemas. Reseña recopilada por y alojada en G2.com.

Large-scale data imports can be a bit tricky. The formatting has to be extremely precise, and when something goes wrong, the error feedback isn’t always very clear or easy to act on. Reseña recopilada por y alojada en G2.com.

Alloy Navigator combines ticketing and asset management in a single system for our emergency services team. With everything centralized, it’s much easier to track requests and keep clear visibility across day-to-day operations. It also helps ensure nothing slips through the cracks, even during especially busy periods. Overall, it has made our workflows more consistent and helped reduce disruptions. Reseña recopilada por y alojada en G2.com.

Splashtop Remote Support a menudo carece de capacidades sólidas de informes y automatización, lo que puede parecer insuficiente para los equipos de TI que necesitan flujos de trabajo más profundos y de auto-reparación o más información detallada sobre el rendimiento de los técnicos. Algunas veces, la transferencia de archivos mediante arrastrar y soltar no ha funcionado para mí, y eso puede ralentizar las cosas. Además, muchas funciones avanzadas de gobernanza, como los controles de permisos granulares y la integración de SSO, están bloqueadas detrás de planes de nivel superior costosos, lo que hace que la plataforma parezca menos rentable a medida que una organización crece. Reseña recopilada por y alojada en G2.com.

Splashtop Remote Support aborda el problema de las sesiones remotas lentas al ofrecer una experiencia visual de alto rendimiento y baja latencia que realmente se siente como si estuvieras sentado frente a la máquina. En comparación con el enfoque más complejo y centrado en RMM de Pulseway, Splashtop proporciona una configuración más asequible y simplificada que se centra en un acceso desatendido sin interrupciones y un sólido soporte para múltiples monitores. Para mí, eso se traduce en menos tiempo perdido en la resolución de problemas "con muchos clics" y una interfaz más intuitiva para una asistencia remota directa y sencilla. Reseña recopilada por y alojada en G2.com.

El inconveniente es que, en general, en vista del cumplimiento, a veces la PII cargada en s3 puede ser identificada con Macie. Pero cuando es una imagen o un pdf que contiene fotocopias de dicha información personal sensible, es difícil de identificar. Podría estar almacenado en el ec2 o s3. Pero averiguarlo es complejo. Tenemos técnicas de OCR en algunos servicios, que pueden activar playbooks de ec2. Sí, se puede lograr con la técnica adecuada de resolución de problemas y utilizando los servicios requeridos. Reseña recopilada por y alojada en G2.com.

Parches de seguridad, acciones basadas en disparadores en la infraestructura. Registro para identificaciones de IOC. Muchos más. Reseña recopilada por y alojada en G2.com.