My company recently implemented ServiceDesk, and while LDMS is by far one heck of a wonderful product all around, ServiceDesk is an absolute atrocity in my opinion. Overall it has the potential to be a great product but has a long road ahead of it before it gets there. Allow me to elaborate... the following list are some items that seriously make this a broken product:
- The 'fat' client is too resource intensive. A minimum of 4gb of ram recommended...seriously? What is in this client that would eat up so much of a systems resources that it alone should have 4gb?? Even on a well configured system today, the client should not take up more than 512-1gb of RAM. Most of the searching, etc should be occuring on the backend...
- The administrative interface, for designing, updating, tweaking, etc from within the fat client is horrid. Things are NOT logically catagorized, and it's near impossible to find anything without having to call LANDesk for assistance. In fact its almost unusable.
- The help file for ServiceDesk appears to be several versions removed and not updated...if I go into several of the listings for the current build of LANDesk which we had recently upgraded to, there are references that no longer apply, like trying to locate the cat listings for different types of troubleshooting requests.
- ServiceDesk STILL does not properly grab data from LDMS. Additionally, when I remove a system from LDMS, and the time has come and gone from where it was supposed to have synced up (and yes the services, etc are all running correctly, no errors, etc...and this was all set up via LANDesk's techs...), we STILL have to manually remove/rename the same machine in ServiceDesk.
- The web side of things has drastically improved to the point where it looks presentable to the end user, but still seems rather disconnected from the rest of the database/backend. Clearing tickets from the system does not seem to remove them from the web end.
- This one is more a kick at tech support...whenever we have opened up troubleshooting tickets with LANDesk, it's usually at least 48 hours if not more before the ticket is even acknowledged...we then end up calling LANDesk, and LANDesk tells me I should log a ticket online instead...but unfortunatley I have to inform them that because of lack of movement, I am taking their time up on the phone.
I'd like to hear other people's thoughts on the product as well as LANDesk's feedback. It seems like for the price we paid to implement the product, it should work quite a bit better than it does now. Granted I never expect anything to work right out of the box sans things like Microsoft Office, but yeesh...