Workflow and ServiceDesk Community

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  • 1.  Future of ServiceDesk?

    Posted Nov 17, 2015 03:23 PM

    I have asked this question a few years ago but it is one of those topics that should be brought up once in a while. I know Symantec doesn't like to talk about their road-map publicly but it would be nice to know the direction and future of ServiceDesk. There are so many options available out on the the market today with features and options that far exceed what ServiceDesk does that it makes some of our lives difficult when we are faced to start having to make decisions on what products to keep and which to replace. 

    I know that the flexibility of Workflow is a nice touch, and we do use it quite a bit but its also complex, with crowd-sourced documentation that isn't complete and even workflows that exist don't often make much sense or use different methods to yield the same results. Even with the flexibility, web-based systems have additional functionality such as multi-group (IT and outside IT) capabilities with queues being separate but clients being able to see all requests across all service points. The UI for clients is easy to setup, mobile-enabled and fast. The views for techs or workers is simple, not driven off of complex reports and easy to view.

    Reports are another beast entirely. While its nice to be able to create reports, anything more than simple reporting feels like it requires a degree in SQL at some points and even with that, reports written in similar ways could yield different results, depending on how the items are added. 

    I don't want to keep griping on some of the issues. We do like ServiceDesk for the most part, we just want an idea of how or when, if at all, issues like these or others might be addressed moving forward as we are at the time to start making decisions on staying or going.



  • 2.  RE: Future of ServiceDesk?

    Posted Dec 01, 2015 03:26 PM

    jpellet, I would be interested in talking with you further about your concerns.  Please send me a private message with your contact details.

     

    Thanks,