|
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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
|
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
|
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
|
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
|
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
|
Yes
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Yes
|
Yes
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Problem Management
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No
|
No
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Optional
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Change Management
|
No
|
No
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Optional
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Service Level Management
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Basic
|
Basic
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Yes
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Finance
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Purchase Orders
|
No
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Yes
|
Yes
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Invoices
|
No
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Yes
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Yes
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Maintaining Contract
|
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
|
Yes
|
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Dashboards
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Fixed
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Customizable
|
Customizable
|
|
Built-in Reports
|
75
|
150
|
400+
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Automation
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Closed loop Email management
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Yes
|
Yes
|
Yes
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Derived Priorities
|
No
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Yes
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Yes
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Incident Analyzer
|
No
|
No
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Yes
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Scheduled Reporting
|
No
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Yes
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Yes
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Group Templates
|
No
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Yes
|
Yes
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Quick Calls
|
Yes
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Yes
|
Yes
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Service Portals
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Public Knowledgebase
|
Yes
|
Yes
|
Yes
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Online Forums
|
No
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Yes
|
Yes
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Outages
|
No
|
No
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Yes
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Planned Outages
|
No
|
No
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Yes
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