MSM Reviews

Pros

Coming into it mainly to log in and respond to tickets the system handled that part reasonably well. I was able to open a ticket, check its history, see who submitted it and look at any related systems. It also covered the asset management lifecycle.

Cons

Tracking down that related system data could be a chore at times especially if you had not used that part of it in a while. I am also not sure how much integration it actually supports because in our setup all users and assets had to be brought in through database queries and there was no single sign-on.

Pros

Built around ITIL processes, it still adapts well to specific internal workflows. Managing the product is fairly easy and the CMDB can be filled without much trouble through customizable interfaces.

Cons

Web interface feels quite outdated and the self-service portal is not especially user-friendly.

Pros

Getting around the software feels very simple and it makes personal customization simple to handle.

Cons

Hardcoding limits what can be changed on the front end and deleted data such as users is still retained and included in Xtraction.

Pros

Request module has been a strong part of the platform for us and helps keep daily operations organized and efficient. It lets us automate certain tasks and set up request flows in advance which saves time and keeps things consistent. The notifications feature also gives us the right tools to keep affected users informed and updated on the progress of their requests.

Cons

There is not really much to criticize here since the IT support team knows their area very well and is always able to help when we need special customization to fit our business requirements.

Pros

It gives us a reliable way to track, monitor and manage every part of our service delivery process.

Cons

At times it feels less user-friendly than some other ITSM tools and younger users tend to see the interface as a bit outdated.