It Operations Software

Functionally, there isn't really anything to not like. My only knock would be cost. It is a bit expensive. Review collected by and hosted on G2.com.

The platform is allowing my department to consolidate day to day monitoring and inventory functions into an online platform (as opposed to using multiple individual spreadsheets). We now have clear and referenceable project/ticketing data to be used by technicians to solve problems quicker in the future. We've gained the ability to develop Key Performance Indicators (KPIs) which are critical in determining our IT efficiency. We also have used the platform to automate software management policies and scripting. We've simplified our problem reporting for our end users by linking our helpdesk organization email to the ticketing platform whereas now if an email is sent it automatically opens a ticket. We've also automated telecom outage reporting with connections to monitor our Wide Area Network (WAN). Review collected by and hosted on G2.com.

I think vSphere is a complete package and don't have any downside to let anyone thinking to switch to other solution. Review collected by and hosted on G2.com.

VMware vSphere is solving the problem of Capital Expenditure and eliminating the need to having physical devices which can further require maintenance.

The benefit vSphere is providing that we can claim back the resources when it's not needed. We can allocate VDI to remote workers and eliminate the need of Office. Review collected by and hosted on G2.com.

The menu and overall user interface could use some improvement. For instance, in ITSM, the Operations Workspace is utilized, while for CSM, we rely on the CSM/FSM configurable workspace. However, not all features—such as UI actions and lists—are implemented in a consistent way across these areas. At times, it feels as though the various product teams within ServiceNow are not coordinating closely with one another. Review collected by and hosted on G2.com.

Previously, we lacked accurate insights into resolution times, which often led to contractual breaches and associated fines. The implementation of the CMDB has also enhanced efficiency within our change management board by providing better visibility into our application stacks. What stands out most is how quickly the organization has adopted the system. Once users become familiar with one module, it becomes much easier to implement and adopt additional modules, as they are designed to work together and follow a consistent logic. Review collected by and hosted on G2.com.

Atera does not assist with managing Cloud SaaS workloads or end-user licensing, which happens to be a key area of expertise for us as an MSP. However, Altera is integral in providing reports and compliance verification. Review collected by and hosted on G2.com.

Altera serves as a game enabler by automating many of the time-consuming, low-level support tasks. This allows us to dedicate more attention to higher-value customer services and project-based work. As a result, customer satisfaction increases, and customer support becomes a profitable aspect of our operations. Review collected by and hosted on G2.com.

I struggle to get support for all the programs and sometimes I find only a Windows version of the package I am looking for but there is always an alternative. Review collected by and hosted on G2.com.

I find Ubuntu open source and customizable, which lets me edit the system and add services easily. It gets more support and compatibility with different software and vendors. Review collected by and hosted on G2.com.

Bringing over some of my VM's from my previous platform were a little cumbersome. Some came over just fine using the Scale tool, but some of them didn't work so well and I ended up using another tool to move some of my VMs. I still have one really old linux based system that I couldn't get migrated to Scale. But this really isn't a Scale issue, but it's something to keep in mind when transitioning to Scale. Review collected by and hosted on G2.com.

The main thing that Scale solved for me what giving me a reliable disaster recovery model that I can easily fail-over to and rely on in a very short time-frame. It depends on your setup, but you can have a really short RTO/RPO with Scale. Review collected by and hosted on G2.com.

The appearance is a bit ugly/ outdated and could do with a bit of modernisation Review collected by and hosted on G2.com.

As an IT engineer in a busy MSP, Autotask has pretty much become one of the tools I rely on every day. It pulls together ticketing, time tracking, asset management and projects into one place, which definitely helps keep things organised when workloads get messy.

What Autotask Does Well

Ticketing that actually works

Easy enough to manage loads of tickets. Categories, quick notes, and automation make it simpler to prioritise and stay on top of things.

Great integrations

Works smoothly with Datto RMM, backup tools and other monitoring systems, so everything lands in one central spot. Cuts out a lot of duplication.

Decent reporting

The dashboards and reports are detailed and customisable, which helps when tracking SLAs or spotting recurring issues.

Solid project and asset tracking

Projects are easier to follow with milestones and dependencies, and asset info is stored neatly, which saves time when troubleshooting.

Where It Falls Short

UI feels outdated

It works, but it looks a bit old and can be overwhelming for new engineers.

Mobile app is lacking

Fine for quick ticket updates, but not great for anything more involved.

Automation is powerful but tricky

You can do a lot with it, but setting it up isn’t always straightforward. Review collected by and hosted on G2.com.

The licensing model, and not being able to purchase smaller batches, is my dislike. Review collected by and hosted on G2.com.

At Sonaca, we use Jira Service Management across multiple departments, including IT and other areas. It has been instrumental in helping us deliver excellent support to our internal users worldwide. By enabling us to collect detailed information through web portal forms, we have been able to efficiently implement and tailor the routing of work to the appropriate teams responsible for resolving issues and requests. This also provides a reliable way to communicate with end users. Additionally, JSM allows us to link IT assets with tickets and end users in one centralized platform. Review collected by and hosted on G2.com.

It might work a little buggy from time to time, but this is definitly not a big problem. Review collected by and hosted on G2.com.

It prevents our teams to all keep the files and request seperately, we can have it all together in one place. Review collected by and hosted on G2.com.

Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work. Review collected by and hosted on G2.com.

As our company moves to the Cloud, Freshservice has addressed several challenges we faced with our tools being on-premises. Thanks to the app marketplace, we managed to migrate much of our workflow into Freshservice using the workflow Automator. This not only enabled us to make the transition but also helped us streamline entire processes. As a result, our team now spends less time on certain tasks and can focus their efforts on other productive activities. Review collected by and hosted on G2.com.

I dislike the offline agent issues in ManageEngine Endpoint Central. Sometimes laptops appear to be offline, requiring a manual reboot to appear online. This is inconvenient and disrupts smooth operations, as the devices can't be managed remotely without intervention. Review collected by and hosted on G2.com.

I use ManageEngine Endpoint Central for streamlined OS deployment, easy remote access, and security features, enhancing our control over computers and inventory. Group policy configuration and software deployment are efficient, with an intuitive setup process. Review collected by and hosted on G2.com.

Since it’s a SaaS application, a stable internet connection is required, which can be a drawback if you experience connectivity issues. Review collected by and hosted on G2.com.

Reduces HR Response Time: Eliminates the long wait times for responses from HR by providing instant answers through the AI.

Decreases HR Workload: Minimizes the need to contact HR for routine questions, allowing them to focus on more complex tasks.

Improves Employee Productivity: By offering quick support and answers, it allows employees to stay focused on their work without unnecessary interruptions.

Centralizes Support Tools: Connects various support tools in one platform, streamlining the process of getting help and information.

Offers Intuitive User Experience: Provides a user-friendly and intuitive interface that makes it easy for employees to navigate and use.

Ensures Consistent Support: Delivers consistent and accurate information through its AI, ensuring all employees receive the same level of support.

Saves Time: Reduces the time spent searching for information or waiting for help, allowing employees to be more efficient. Review collected by and hosted on G2.com.

One of the things I dislike about Tines is that when working with run script events, I really miss having a more advanced integrated development environment (IDE). I understand that Tines is not intended to function as a traditional development tool, but having a more robust script editor would be very helpful when building more complex workflows. Features like autocomplete, more advanced syntax highlighting, or better error handling could significantly enhance the experience of writing and debugging code directly within the platform Review collected by and hosted on G2.com.

Tines helps us solve the challenge of integrating various tools and platforms into one seamless workflow. We use Tines to connect our messaging platform with other tools, allowing us to centralize communications and actions. For example, we can create comments in external tools directly from our messaging platform, ensuring that everything stays in one place. Additionally, we automate task creation for our teams, assigning tasks through Tines by simply filling out a form. One of the biggest benefits is the ability to generate PDF reports from our tools automatically, eliminating the need for manual report creation.

Tines has also enabled us to integrate and automate workflows between tools that don't have native integrations. This flexibility has significantly improved our efficiency across multiple areas of our work, allowing us to streamline processes, reduce manual tasks, and improve overall productivity. Review collected by and hosted on G2.com.

The only aspect I think could be improved is the process of assigning existing hard disks to virtual machines, since the system needs to copy the disk into the original machine’s folder, making the procedure longer than expected. In other platforms, such as VMware, this process is faster and more straightforward. Review collected by and hosted on G2.com.

In our specific case, we have gained more agile and centralized management, freeing the IT team’s time and reducing operational complexity — allowing us to focus on more strategic efforts.

By using Sangfor HCI we are addressing operational complexity, improving scalability and availability, and obtaining a more efficient infrastructure that meets the company’s needs. Review collected by and hosted on G2.com.

Its complexity for smaller environments since it is very powerful tool. Review collected by and hosted on G2.com.

Centralized management ,automation and incremental backups saves time and resources for IT teams. Scalability significantly flexible solution that grows with your business , allowing you to adapt as your data storage needs evolve. Compliance and security ensures compliance with industry regulations and keeps sensitive data secure through encryption and automated backup processes. Review collected by and hosted on G2.com.

I don't like that in Proactivanet creating a metric and alert is complex; I would like to be able to do it easily, just like customizing colors, for example, in Power BI. Review collected by and hosted on 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 computing equipment, which facilitates decision-making. Review collected by and hosted on G2.com.

We have not seen any downside as of now. All suggestions have been considered and taken actively, so no complaints as such. Like I said earlier, we are hoping to continue with good collaboration. Review collected by and hosted on G2.com.

Both our technical and support teams are using Clear Feed, and it has made a significant difference. Initially, tracking issues in Slack was challenging, especially since resolving them required the involvement of multiple teams. It was difficult to monitor status, response times, RCA, and incident details. Now, with Clear Feedback, updating and tracking these details has become much easier. All stakeholders can easily follow the progress and take action on specific issue IDs. Review collected by and hosted on G2.com.

I honestly can't think of a downside to using Splashtop Remote Support. We've only had positive experiences over the past few years. Review collected by and hosted on G2.com.

Splashtop Remote Support enables me to access my clients' computers quickly and efficiently alleviating frustrations normally encountered through other software. I can view files and answer questions in real time without requiring a client to set up an appointment or access a specific appointment time. Review collected by and hosted on G2.com.

The partial absence of, in my opinion, important packages like mydumper or hstr. However, it should be mentioned that there is the Open Build Service from SUSE. Review collected by and hosted on G2.com.

A solid Linux like any other, but very solid and based in Europe. Review collected by and hosted on G2.com.

Red Hat Smart Management exhibits strong integration with Red Hat products, which may pose challenges if considering a transition to alternative vendors down the road. Additionally, apart from these overarching concerns, a number of users have expressed criticisms about specific aspects of Red Hat Smart Management:

1.Navigating and utilizing the reporting system can be somewhat challenging. 2.While capable, the performance monitoring features may not match the robustness found in some competing products.

3.The support for non-Red Hat systems is somewhat limited. Review collected by and hosted on G2.com.

Improved security: Red Hat Smart Management can help organizations to improve their security posture by providing a centralized view of all RHEL systems and by automating patch management.

Increased compliance: Red Hat Smart Management can help organizations to comply with industry regulations by providing compliance reporting capabilities.

Improved performance and reliability: Red Hat Smart Management can help organizations to improve the performance and reliability of their RHEL environments by providing performance monitoring and troubleshooting capabilities. Review collected by and hosted on G2.com.