ALVAO Service Desk vs. Microsoft System Center

Great for IT department, where service desk is good single point of contact, but can be also used for other departmnets to track their requests. We also use it for development tracking.

Incentivized

We used a product before that was designed to prevent users making changes and saving files to the desktop computer. This required a renewal of the license. By using SCCM in our environment we were able to discontinue using that product because SCCM allows us to completely restore a machine back to the original configuration. We have taught our users to save their individual work on either a network drive or a cloud drive. By doing this, if we do a re-image of their machine they have lost no data, and it makes for a faster resolution. In some instances having a computer in our SCCM environment it can become cumbersome when creating new users for very specific purposes. It can be done by creating new organizational units and applying new policies but when in a pinch it can be frustrating. For the most part we have tried to make "new" purpose images and groups to at least accommodate a quick install.

Incentivized

• Users can easily ask for help
• Clear overview about current tickets
• Reporting

Incentivized

• Provides our users the ability to deploy and manage our own datacenter based on defined software with understandable solutions for storage, compute, networking and security.
• We are able to update at once all the computers from all departments without having to install the OS on every computer.
• It allows us to have everything in one place for database management and datacenter inspection as well.

Incentivized

• Needs web based storefront for requesting new software
• Needs ability to manage the packaging work flow better
• Sometimes is slow to download and there is no indication the entire catalog is being loaded, resulting in confused users not being able to find common software in the available list.

Incentivized

No matter our issues with the software, its ability to centrally manage systems, patch, image, and remote help users has far exceeded our timeliness to help staff. Its ability to keep current, enable us to keep the network secure, and standardize our end-user experience has saved us many hours, dollars, and time every day.

Incentivized

If I had to dislike something about the system it would be how much it changes once you upgrade. This could be more of a problem of mine since I get used to one way and don't like it when it changes so much. I am enjoying the newest update, but it is a mess when you are actually going through the upgrades.

Incentivized

It was management desicion, I cant say

Incentivized

None. We are a Microsoft business, and this is THE tool for imaging, packaging, remote support, and antivirus management. Microsoft's tool is the best for managing its software, systems, and antivirus clients. I will say that Microsoft Intune, the cloud platform, can be used for those with heavy 365 usage, but for us, that does not meet our current company needs.

Incentivized

• We have been able to automate our patch management, firmware and other security concerns.
• We have a standardized "image" ensuring our setup is consistent across the enterprise. This alone has saved us in time to support and time to understand how to use our desktops.

Incentivized