Incident and Asset Management
An Incident Management is a defined process for logging, and resolving incidents. The objective of an Incident Management is to restore normal operations as quickly as possible, at a cost-effective price. An example of Incident Management can be an Application problem like receiver an error message when trying to access an application or a hardware problem like the system being down. (ITIL-A guide to incident management). An Asset Management is defined as the process responsible for tracking and reporting the value and ownership of financial Assets throughout their lifecycle. In addition to, identifying, controlling, auditing, and verifying service assets and configuration items (ITIL-A guide to service asset and configuration management). For this Incident and Asset Management software comparison I compared Samanage Help Desk and ManageEngine ServiceDesk Plus.
Samanage Help Desk, according to their website, is a cloud-based IT service desk and asset management platform that reduces your workload and helps you deliver fast, quality service. It offers the basic IT service management like the IT Service Desk which Reduce workload & prioritize service delivery time it Includes features like: Problems & Changes, Self-Service Portal, Service Catalog, Knowledge Base, SLA & SLM and more. In addition, the IT Asset Management which allows you full visibility & control of all hardware and software, and Includes: Hardware Inventory, Software Inventory, License Compliance and more (Samanage).
ServiceDesk Plus is a help desk software with integrated asset and project management built on the ITIL framework. It is available in 29 different languages and is used by more than 85,000 companies, across 186 countries, to manage their IT help desk and assets. ServiceDesk Plus is very easy to use all you have to do is download, extract, then get started. In addition, ServiceDesk plus is designed to cater to all business need, it offers 3 editions: Standard, Professional, and Enterprise. The Standard edition include items like knowledge base, multi-site support, help desk report all designed to increase efficiency & maximize productivity of the IT helpdesk. The Professional edition offers features like Automatic Asset Discovery and Software Management & License Management, what sets them apart is depth of details captured above Hardware Assets, Software Details, and Network Devices. The enterprise edition offers all the...