LANDESK Service Desk

This is an self serve based support desk software enables agents and end users to have access anytime to track and log issues, collaborate, reset passwords and search your knowledge base. End users have access to these same features as well as display the services they've paid to use. There's a good level of customization and automation with the automatic provisioning feature. You can drill down to service level agreement levels. There are apps for Android and iOS with secure mobile access available. Reporting is possible using dashboards to gain insight at a glance in various areas. You can integrate with your IT tools and create greater efficiency across all of your systems. The collaboration enables live chat and social features and allow you to gain feedback as well as help resolve issues directly.

There is a lot of customization possible and it will take you a good amount of time to setup your processes and another period of time to enable the most efficient workflows. The pricing may be too much for small businesses as you have to pay a base plus per additional node on top if required but it is well suited to enterprise level businesses certainly.

This support software as a service was designed with IT in mind but would be useful for human resources and many other management departments in my opinion. It's an incredibly robust, secure support platform available in the cloud or in a hybrid model with mobile apps available which is good. It's an effective solution for software deployment and license monitoring or patch management for example uses. But there is a significant learning curve involved so be prepared to have a dedicated admin to setup your initial processes and expect a period of time in addition to that in order to refine your workflows to enable the best efficiency across your team.