| Vendor |
BMC |
Citrix GoToAssist |
ManageEngine |
| Deployment |
| On-Premise |
Yes |
No |
Yes |
| Web-Based |
Yes |
Yes. For both GoToAssist Express and GoToAssist Corporate. |
Yes |
| Pricing |
| Details |
Not published. |
Not published. |
ServiceDesk Plus Standard Edition starts at $495; ServiceDesk Plus Professional Edition starts at $995; ServiceDesk Plus Enterprise Edition starts at $2995 |
| Call Tracking & Request Management |
| Request Management Highlights |
BMC Remedy Service Desk, the industry-leading, best practice incident and problem management application, is helping thousands of customers overcome obstacles that limit their ability to respond quickly and efficiently to conditions that disrupt critical services. BMC Remedy Service Desk acts as a single point of contact for all users. It expedites the restoration of normal service and helps prevent future events from adversely impacting business services, while also helping to improve IT staff efficiency. |
Citrix GoToAssist can offer companies of all sizes a well-rounded, easy help desk product. Support professionals can effectively control a customer’s computer and move quickly to resolution—allowing them to both keep customers happy and quickly move on to the next issue. Users will see optimized resolution times and lower support costs, while their customers will enjoy a better customer experience. |
ServiceDesk allows you to track emails and phone calls, and helps to manage requests with several automated process like request routing, business rule application, SLA management and escalation management. Multi-site support is available. |
| Reporting |
| Custom & Pre-Built Reports? |
Both Pre-Built & Custom reports |
Yes. Both Pre-But & Custom reports |
Custom & Pre-Built reports offered. |
| Real-Time Reporting |
Yes |
N/A |
No |
| Service Portals |
| Customer Self-Service |
Yes |
N/A |
Yes. Users can also check the status of their requests online, thereby reducing unneccessary follow-up calls to the helpdesk to check status. |
| Searchable Knowledge Database |
At the heart of the suite is an industrial strength / scalable Configuration Management Database (CMDB). The CMDB improves IT / business alignment; resulting in a reduction of calls to the service desk through full automation of service requests and access to the information your customers need to “help themselves”. |
N/A |
Yes |
| Service Level Agreement |
| Configure Escalation Levels |
Yes |
N/A |
Yes |
| SLA Configuration Highlights |
BMC Service Level Management establishes, tracks, and measures SLA performance and compliance in real-time, thus enabling you to view trends, spot problem areas, and minimize disruptions for key business services. |
N/A |
With ServiceDesk you can: Define SLA rules to distinguish priority requests by Requester, Department or Category; Automatically update Requests to apply SLA rules to determine resolution time; Track SLA compliance using automatic escalations (upto 4 levels) in case of SLA violations at pre-defined time intervals |
| Knowledge Management |
| Knowledge Management Highlights |
Remedy Knowledge Management provides a framework for creating, publishing, reviewing, and searching IT knowledge articles that is fully integrated with Remedy ITSM solutions. Knowledge Management reduces help desk cost by allowing help desk analysts to easily find solutions to incidents and provides end–users access to self-search resources to resolve issues on their own. |
N/A |
Create a robust knowledge base solution with ServiceDesk Plus to document the best practices and solutions to any common problem. This helps the users to find their solution from the knowledge base before raising a request, addressing their needs effectively, by logging into their Self-service Portal. |
| Incident Management |
| Incident Classification |
BMC Remedy Service Desk offers comprehensive, best practice based incident and problem management processes via intuitive, easily adopted, enterprise scale technology. Features and benefits include: Distinct, yet fully integrated, ITIL based incident and problem management applications; Simplified interfaces for rapid incident and problem creation and closure; Improved key metrics such as first call resolution, mean time to repair, reoccurring incidents. |
N/A |
ServiceDesk offers three levels of Incident classification and automatically dispatches them. Strengths in the Incident Management space include: User satisfaction surveys; Predefined and dynamic incident prioritization; Incident diagnosis; Escalations; Resolution & Recovery; Incident closure. |
| Problem Management |
| Problem Management Functionality |
BMC Remedy Service Desk enables comprehensive, best practice based incident and problem management processes via intuitive, easily adopted, enterprise scale technology. It provides: Distinct, yet fully integrated, ITIL based incident and problem management applications; Simplified interfaces for rapid incident and problem creation and closure, and more. |
N/A |
Uses trend analysis for problem detection and categorization. When a problem is created from an incident, the impact, urgency and priority values get assigned from it automatically and reduce the task of prioritizing the problem for technicians. Other strengths include: Investigation, diagnosis, and solutions. |
| Change Management |
| Change Advisory Board |
N/A |
N/A |
Yes |
| Change Management Highlights |
BMC Remedy Change Management will allow you to: Cut costs per change event by up to 55%; Accelerate the deployment of critical business services by up to 50 percent; Reduce audit cycle times by up to 90% with real-time audit compliance; Reduce the effort related to configuration changes by up to 90%; Improve release management efficiency by up to 35%; Reduce the time needed to perform virtualization tasks from days to minutes. |
N/A |
With ServiceDesk Asset Management offer extensive Change Management functions. Basic features include: Initiate Change Request, Change Plans and CAB (Change Advisory Board), Approval from CAB Members, Co-ordinate Change Implementation, Post Implementation Review, & Change History |
| Asset Management |
| Asset Management Details |
BMC Remedy Asset Configuration Management helps you drive down IT costs, while improving service quality and compliance with a comprehensive approach to IT asset lifecycle management. Its native integration with IT Infrastructure Library® (ITIL®) workflows empowers you with more proactive control and greater visibility into your IT assets, from requisition to retirement. |
N/A |
Yes. Complete ownership of all assets and history for all assets. ServiceDesk ServiceDesk Plus has an integrated Asset Management solution along with the basic help desk functions. With the integrated Asset Management, ServiceDesk provides you with an accurate inventory of all the hardware, software assets in your organization. |
| Integration |
| Asset Lifecycle |
Yes |
N/A |
Yes. Included in ServiceDesk Plus. |
| CRM |
Yes |
Yes |
Yes |
| SMS (Short Message Service) |
Yes |
Yes. Live chat available with both GoToAssist editions. |
Yes. Included in ServiceDesk platform. |
| Telephony System |
Yes |
Yes |
Yes. VQManager is ManageEngine's VoIP quality monitoring & reporting software-only solution. |
