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ManageEngine ServiceDesk Plus vs ServiceNow IT Service

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Discussion: At a crossroads, looking for comments/suggestions/discussion on operational software

Hello all,
I'm currently getting my 5 year business plan done and need to finally make a move on workflow automations, getting the framework in place to grow and scale properly. Right now I do pretty much everything "manually", and have been for the last 4 years. I've just kinda cruised along, taking in clients via word of mouth, referrals, networking, and in-person prospecting. I have several marketing campaigns I'm ready to execute, but no way would I can do it without taking care of all of this first. Management tasks and other processes take way too much of my time, and I have a vision of how it should work. Our RMM+PSA+Tickets, CRM, and Accounting software are all separate entities (and not really very good solutions in general), I use paper legal pads for notes+tasks, tickets are really just email based. I have (more like suffer) from ADD and part of this is getting everything digital and good structure in place so my ADD ass doesn't forget something important, like tasks, appointments, etc.
Currently Using
  • Comodo One for RMM/PSA and Ticketing (also use their AEP for some clients)
    • Free scripting is cool, but automation and reliability are atrocious
  • Wave for accounting/invoicing/payroll
  • Proposify for proposals
  • Zoho CRM free
  • DropBox to store configs, pictures, contracts, agreements, and procedures
  • Manual product look-ups for vendors (D&H,Ingram, Synnex,Tech Data,Amazon,eBay)
  • Wrike for field techs
  • Legal Pads for literally everything else(lol)
  • Hand calculated KPI's
  • Dashboards like: Meraki, Unifi, UNMS, Fortinet, Datto, Bitdefender, CloudTrax (Now Datto), The Dude (for general network mapping and managing MikroTik edge routers)
Now, our business model is a little different than most MSP's, and as such most software out there just can't do what we need. Managed Services, Projects, Break/Fix, VAR Services, Consulting. We service several verticals, and work with quite literally 100 other companies as partners, resellers, and/or agents. We offer many different services, some we get commision and MRR, some we just get commision or only MRR from these companies. We also obviously have all our in-house services and products.
As an example of different types of work we do, one may be a complete Sport Bar build out, another may be a dealership that needs just structured cabling, another might be a small office of 50 users that only needs phone and internet, while the PC's and network are managed by someone else. One may be a large hotel that need's new guest Wi-Fi throughout along with the associated networking and bandwidth requirements. One might be a large company that just needs to order DIA fiber and nothing else. In all scenarios and treat our clients like we have the same vested interest in their business as themselves and as a result we build long lasting, solid and mutually beneficial relationships. There's plenty more examples but I assume you get the point.
In the sport bar buildout we would provide all the technology except an alarm system. Phones, Internet (and failover), Networking/Wifi, Security Cameras, POS, Merchant Service[Accepting Credit Cards], Structured Cabling, Pro A/V[TV's, Sound System,etc.], Website design, hosting, SEO and Social Media presence. Not only do we have a project that involves the usual time and materials, we have other services that tie into it like ordering the phones, internet, POS, the website, etc.
There will never be an all in one solution for us, and that's fine. My goal is to find one that does the majority of our core processes and flows. The Zoho One suite comes pretty dang close (or at least I think). I have been playing around with it and found that between what apps are already offered, API integrations, Zoho Creator and Zapier integrations, it would take care of the majority of the processes, workflows and integrations that I need. I fully expect to spend upward of 100 hours in total to get everything I need done. My developers will also be very involved with this, as we will need to build algorithms that pre-built programs don't provide. I am looking to see what the most efficient combination of platforms is ideal for us. The CW suite is also close to what I need, but lacks some processes.
Ideal Set-up (including, but not limited to)
  • Customer portal for billing, tickets, KB, project status & chat
    • Future API integration for SLA clients to connect/monitor things like Datto, NOC metrics, etc.
  • PBX integration for tracking calls, CTC
  • KPI dashboard that would tie all of this together
  • Intricate sales process, Zoho does this very well and highly customizable for our needs, specifically to make sales as streamlined as possible with quote and proposal generation, to project execution, delegating tasks, and workflow approvals, customer approvals.
    • Leads, opportunities, marketing automations, sale metrics
    • Commision for sale
    • Ability to integrate with vendors would be a huge plus
  • Ability to have a majority (or links to) customer records in a centralized place:
    • Notes, activities, assets, contracts, agreements, current providers, documentation, configurations, invoices, projects, tickets, pictures, and various other details.
    • Revenue reporting metrics; one-time costs, MRR, commissions, project costs.
    • Ticket metrics
  • Accounting and revenue functions centralized, multiple metrics
  • Ticket system that we can attach assets or client-owned equipment to, start a remote session.
    • Based on the status of the customer in the CRM (Block, AYCE, Hourly) will automatically add to invoices to go out at the end of the month or simply record the hours for Block or AYCE.
    • Would also need to be able to parse alert e-mails from our various services
  • Team chat, chat integrated into website and customer portal to automatically route to sales or support in round robin.
  • RMM & PSA (not gonna go too deep into that, plenty of threads here to reference)
In general, I have looked at QuoteWerks, CW Manage, CW Sell, Ninja RMM, Synchro RMM, Atera, Naverisk, Pulseway, Gorelo, ManageEngine suite, Datto (we already offer their BCDR solutions), CommitCRM, MS dynamics, Solarwinds, Hubspot, Freshdesk, QBO, Sage, Xero, Freshbooks, Zendesk, Formstack, and Salesforce. NOC: PRTG, Auvik, OPManager, CloudRadial for customer portal. They all have their advantages and disadvantages, and most offer some type of integration with one another. Value (not necessarily price) is a factor.
I'm debating between Trello or ToDoist as general task management, clockify for keeping track of time, hourstack and trevor AI for scheduling. They all mostly integrate with literally everything in one way or another and that is definitely an important part of the task delegation automation I'm trying to achieve.
I'm thinking of using Zoho One for most everything, CRM, Books, Projects etc. iQuoteExpress and Proposify integration. Assist is perfect for our Break/Fix clients, and that way I won't have to pay for the endpoint. This will integrate well with ManageEngine Desktop Central UEM, and eventually scale Zoho Desk to ManageEngine ServiceDesk Plus MSP. OpManager for network, Books eventually will scale to Sage. Pain point is vendor integrations, I will have to custom integrate that.
Alternative 1: Salesforce for CRM, Syncro for RMM & PSA (and ticketing), Xero for Accounting, Proposify, Brightgauge Integrations, IT Glue, QuoteWerks, Auvik for network, CloudRadial. Pain point, Quotewerks doesn't give me all line items for Xero, not everything will integrate.
Alternative 2: Salesforce for CRM, Connectwise Suite for RMM & PSA (and ticketing) Proposals, Auvik for network, CloudRadial, BrightGauge, IT Glue, Sage or QB for Accounting.
submitted by FilOfTheFuture90 to msp

Find the best ITSM Software for your business.

Find the best ITSM Software for your business.
The well-known IT Service Management (ITSM) aims to align the delivery of IT services to the needs of the business. The focus of ITSM tools is on providing a satisfactory service to the end-user.

There are many ITSM toolsavailable on the market.
IT service management (ITSM) is the sum of processes that helps implement, manage, and deliver IT services to meet the business demands of an organization. ITSM encompasses an optimum mix of people, processes, and technology to provide value.
Here, we have listed a few of the most popular and useful ITSM tools that can help you streamline your business and increase productivity. While there are a lot of choices available today, your ideal ITSM tool should include features like problem and incident management, IT ticketing, and asset and license management.
  1. Fresh service
New service isan ITIL-enabled cloud service desk platform. The tool offers companies of all types and sizes a range of ITSM support of any size. The tool is available for free for a 21-day trial.
Availability of mobile apps
Functions for root cause analysis of incidents
Problem, project and configuration management
Provides self-service portal
  1. ServiceNow
ServiceNow IT service management tool. With this ITSM tool, you can combine IT services into a single cloud-based platform. It offers secure interaction with older apps.
Provides benchmark performance over competitors
Helps you change the speed and delivery of IT
Provide a next-generation employee experience
  1. SAManage
SAManageisa cloud-based itsm solutions. You can send your tickets either by e-mail or via the self-service portal. You can move the ticket requirements over the lifecycle of issues, changes, and releases.
Offers an extended free trial
Connects multiple services from across the enterprise, improving visibility for all users.
Provide solutions as soon as possible to help employees get back to work.
Simple and effective IT asset management
  1. Cherwell
Cherwell ITSMisa versatile, feature-rich ITSM system. It helps organizations improve their service and automate workflows in their organizations.
Allows sending requests for goods and services, reporting problems, and checking the status
Hich helps you manage and track the lifecycle of hardware and software assets supported by the service desk
Simplify the configuration and enhance the experience
Improve ITSM processes by centrally managing configuration items, using related information, and visualizing relationships.
  1. Spiceworks
Spiceworks provides software for helpdesk, inventory and network monitoring for IT departments. It offers an ad-supported free version perfect for a test run and an annual price to remove the ads.
Helps you manage the inventory
A single place to manage all your devices
Spiceworksupdates all your software automatically. Detect unwanted or disruptive software on Windows and Mac workstations and servers.
Helps you set the desired inventory scans with the local automatic scanner
You canSpiceworksto the needs of your organization to adjust,
  1. Rescue assistant
Rescue Assistant ITSM software that provides a robust support platform to cover the scope of ITSM requirements. The tool provides the most complete and efficient support for your PC and mobile devices.
Provides support for multiple monitors
Provides secure support with optimized security features
Create a centralized support process with APIs, SDKs, and other integrations.
You can guide end-users remotely through troubleshooting, troubleshooting, product configuration, and more.
  1. InvGate Service
InvGateService Deskisa comprehensive ITSM software that supports IT. The tool is either asOn-premise software, or as SaaSavailable, and This ITSM tool is available in three pricing models.1. InvGateInsight, 2. InvGateService, Desk 3. InvGate assets.
Available as software or SaaS
Reports and analyzes
Compliance with IT security regulations
User and site management
Additional expenses for asset management
  1. SysAid
SysAid ITSM is a useful ITSM tool that contains everything you need for powerful IT service management. It contains a powerful module for managing incidents and service requests.
Helps automate your service desk processes, from incident logging to resolution
Helps you systemize problem management and workflow
Allows you to create and manage service level goals and service level agreements.
Helps users reset their domain passwords and securely unlock their accounts.
You canSysAidITSMtosuit the specific needs and requirements of your business.
  1. ServiceDesk Plus MSP
Service switch plus MSP is an all-in-one ITSM solution, developed for service providers. It allows you to offer services and support for multiple clients with centralized controls.
With the change management features, you can implement changes in a controlled and structured environment
Quickly access key performance counters of your service desk without having to write complex database queries.
Helps reduce the burden on your help desk coordinator and assigns incoming tickets
Helps you to present the IT services offered to users from your various accounts.
  1. BMC software
BMC Software delivers intelligent, modern ITSM solutions that are fast, accurate, and cost-effective, whether you want to operate in the cloud base or a hybrid model or your own data centre.
Workaround helps you turn notifications into work assignments and assign them to your respective team members.
Provides full customization options to meet the exact needs of the business.
You can integrate change orders from all departments of the organization and simplify the planning process of project managers.
It can offer a cloud-based service that does not have to worry about server maintenance or database backup.
submitted by techsolution2020 to u/techsolution2020

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