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Express
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Help Desk
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Service Manager
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New In Version 5
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Surveys
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No
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Yes
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Yes
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Live Chat
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No
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Yes
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Yes
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Custom Reports
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No
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Yes
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Yes
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Parametized Email Messages
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No
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Yes
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Yes
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Sequenced Tasks
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No
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Yes
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Yes
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Mixed Mode AD/LDAP
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No
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Yes
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Yes
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Spell Checker
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No
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Yes
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Yes
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Context Sensitive Help
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No
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Yes
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Yes
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General
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Technician Limit
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5
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Unlimited
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Unlimited
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Unlimited Customers
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Yes
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Yes
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Yes
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SQL Database
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Embedded
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Any
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Any
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Web Services API
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No
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Yes
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Yes
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Asset Management Integration
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No
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Yes
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Yes
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LDAP/AD Integration
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No
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Yes
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Yes
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ITIL Certified
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No
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No
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Yes
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High Availability Option
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No
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Yes
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Yes
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Visual CMS Relationship Maps
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No
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Yes
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Yes
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Customizable
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Limited
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Yes
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Yes
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Available as an Appliance
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No
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Yes
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Yes
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Supported Platforms
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Windows
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Any
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Any
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Workflows
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Workflow visualizations
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No
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Yes
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Yes
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Multiple workflows per process
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No
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No
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Yes
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Assign OLAs & UCs to workflow states
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No
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No
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Yes
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Processes
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Configuration Management
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Yes
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Yes
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Yes
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Incident Management
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Yes
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Yes
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Yes
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Problem Management
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No
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No
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Optional
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Change Management
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No
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No
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Optional
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Service Level Management
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Basic
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Basic
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Yes
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Finance
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Purchase Orders
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No
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Yes
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Yes
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Invoices
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No
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Yes
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Yes
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Maintaining Contract
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No
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Yes
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Yes
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Reporting
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Third Party Reporting available
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No
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Yes
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Yes
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Native Excel and PDF export
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Yes
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Yes
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Yes
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Dashboards
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Fixed
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Customizable
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Customizable
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Built-in Reports
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75
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150
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400+
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Automation
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Closed loop Email management
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Yes
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Yes
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Yes
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Derived Priorities
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No
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Yes
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Yes
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Incident Analyzer
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No
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No
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Yes
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Scheduled Reporting
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No
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Yes
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Yes
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Group Templates
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No
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Yes
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Yes
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Quick Calls
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Yes
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Yes
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Yes
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Service Portals
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Public Knowledgebase
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Yes
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Yes
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Yes
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Online Forums
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No
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Yes
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Yes
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Outages
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No
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No
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Yes
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Planned Outages
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No
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No
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Yes
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