Hey everyone,
I'm really frustrated with the helpdesk solution I inherited—it was a mess when I started, and despite investing £15k in consultation fees for updates and some new features, it's still a hassle to maintain because it's on-premise. After a year, they introduced a new version packed with great features, but to upgrade, they want another £10k in consulting fees. So now I'm stuck with an expensive product I can't easily update.
I'm exploring my options and would love to hear what solutions you're using. Here are my questions:
- Is your solution on-premise or cloud-based?
- Did you set it up from scratch, and how easy is it to maintain and add new features?
- How expensive is it?
I need an ITSM solution that can handle asset management, provide decent reporting, support various departments, and ideally, offer self-service with guides and documentation. I have about eight months before my current contract expires, so I'm eager to gather some insights. Any thoughts?
5 Answers
Halo ITSM keeps popping up in this thread! I can confirm it's cloud-based and was pretty straightforward for us to set up from scratch. As for pricing, we do have a mix of name licenses and concurrent licenses. It's really about the value we get, though. I think it’s worth considering!
Have you considered GLPI? I know it might be tricky to convince the finance folks to go for it, but it has a good reputation and the potential for cost savings. Just a thought!
I totally get your pain! I've been there, and I think Halo ITSM could be a great fit for you. I found it easy to set up and it's cloud-based, which makes a huge difference in maintenance. Pricing can vary, but they offer a decent structure. Plus, their support team is really helpful if you run into issues. Just wish they'd publish their prices upfront to make things a bit easier!
We switched to JIRA Service Management, and honestly, it was super simple to configure. Plus, it’s quite affordable compared to some others. I've mainly seen it used for development, but it can work well for all sorts of environments. I'd recommend giving it a shot!
I’ve heard a lot of good things about Freshservice. It’s often recommended, but I’d love to hear from anyone who’s actually used it. I’m looking for a solution that I can set up with minimal coding or consultant involvement. Anyone have firsthand experience?
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