30th May, 2023
Splashtop’s ITSM platform enables your IT teams to access and troubleshoot devices remotely, communicate with your employees and clients to resolve queries/issues and manage support requests all from a single platform.
However, the requirements of your IT teams keep on changing with time. So, it's always better to consider a substitute that provides you with additional features and customization capabilities tailored to your IT needs to streamline the IT service management process.
Splashtop’s ITSM platform offers multiple functionalities to streamline service management processes such as chat, file transfer, session recording, and ticket management, which enable your IT teams to communicate seamlessly with your employees and customers, transfer files between devices, record sessions for auditing and training purposes, and manage support tickets.
Further, it also integrates with other ticketing systems like ServiceNow, Freshdesk, and more to launch a remote support session right from your ticket.
Even if it offers a variety of advantages, it still falls behind due to its shortcomings, such as while using the platform, unexpected network error occurs, causing a delay in accessing the customer's screen to resolve the issue. This reduces customer satisfaction as well as slows down the resolution process. Another con is that it doesn’t provide a drag-and-drop feature to transfer files, so your IT teams have to put in extra effort and invest time just to transfer a single file.
Though it's not a compulsion to stick with one tool, you can always choose an alternative to avail full features that will meet your IT team's particular needs while also improving the customer/employee experience. Hence, in this blog, we'll list substitute tools that might work better for your teams than Splashtop.
Below listed are the alternatives to Splashtop’s ITSM platform that you can consider for streamlining your IT service management processes.
Zluri allows your IT teams to automate mundane and repetitive IT tasks, like managing app approvals, and eliminating the time-consuming ticketing system. It also gives your team a centralized view of all the app requests in a single dashboard, helping them categorize and prioritize the tickets so that the important requests are handled first.
To understand its capabilities in a better way, let's assume a situation: 2 employees from the finance department need access to QuickBooks, and another 3 employees from the HR department require access to Oyster HR. So, IT teams have to manage all the requests simultaneously. Manually granting them access will consume a lot of time and can involve human errors too.
So what Zluri does to mitigate this challenge is it offers a self-serve model, Employee App Store (EAS). It is a collection of all the SaaS applications present in the organization that are verified and approved by IT teams. This empowers employees to choose any SaaS app from the EAS and gain access to it within no time.
They can simply raise an access request, and your IT teams will straightaway get alerts on the same. Then your team can quickly verify your employee's identity, including position, role, and department, and grant them secure access with just a few clicks.
All this will save your team's time and effort and improve employee satisfaction by eliminating the waiting period.
But what if the app that employees requested is unavailable in the EAS? They have to undergo a similar process, but with the involvement of a few additional steps, they have to raise a request for the unavailable app. The raised request will reach your IT teams, and they will view all the details related to the app, including threat level, risk score, compliance, and more, and verify whether it is secure enough to procure or not.
Once the app details are verified, the request is forwarded to the procurement team. Zluri, with its SaaS buying capabilities, will negotiate and purchase the app at the best deal. The procured app is sent back to your team, and then they grant the employee the right level of access to the requested app.
However, your team can also decline application requests due to the pricing or security risk associated with the app. Your employee will be notified of the same through the comments. Also, if your teams make any suggested changes in the request or provide any substitute for the application, it will be viewed in the "Changelogs."
Additionally, they can restrict the application view or customize which apps will be viewed on the EAS as per specific requirements. This helps restrict your employees from accessing apps with high threat levels, risk scores, and compliance.
Now to monitor the overall approval workflow, Zluri conducts timely audits and generates reports and analytics on ticket resolution rates, time taken to approve requests, and more, helping streamline the approval workflow process.
So Book a demo now to see yourself how Zluri's exquisite features will help you streamline your service management process.
Zluri offers an intuitive dashboard, allowing your team to view all the tickets at a single location, including resolved/unresolved, assigned/unassigned, overdue tickets/requests, and more. This helps in determining which tickets need to resolve on priority bases and which tickets are yet needed to be assigned to the concerned IT support team, allowing you to streamline the ticket management process
It generates curated reports to monitor support team performance and how long they take to resolve queries and issues. This helps pinpoint areas that need improvement so that the service management process can be streamlined
Freshservice streamlines your employee engagement with AI-driven service management and integrated support channels. Further, it routes incidents intelligently and gives your IT teams all the tools they require to resolve incidents faster.
Also, it extends your knowledge base by integrating with third-party information and other internal content management systems to assist your employees and helps your teams deflect issues within no time.
With Freshservice, your teams can centralize IT operations and automate routine tasks, such as ticket routing and assignment, reducing response time and improving efficiency. The platform also provides real-time insights and analytics that help you monitor your team's performance, track metrics, and identify areas for improvement.
With the self-service portal, your employees can easily search for answers to their queries without the need to wait for a technician to respond, empowering them to resolve their own issues quickly and efficiently
It provides you with limited reporting capabilities. For instance, it provides no reports on approvals, as a result, your team has to verify the number of approvals manually
It comes with a restricted ticket view system. For example, your team can only view 30 tickets out of all the raised tickets, making it difficult for them to keep track of all the raised tickets
GoTo Resolve reporting tool gathers crucial data, including tickets by agent, ticket statistics, agent information or IP address, end-user data (name, device type, and IP address), session records, and more, which helps your IT teams in responding to issues faster.
By monitoring the support sessions and help desk ticket details, you will know how your IT teams perform and where they can improve to streamline the service management process.
GoTo Resolve provides your team with an option to record sessions. These recordings can come at help if anybody from the team has to resolve a similar issue in the future
It collaborates with other agents for expert assistance to handle complex issues so that your employees and clients don't have to wait for long to get their queries resolved. This helps improve your employee experience and eliminates delays in the resolution process
GoTo Resolve takes time to search previous tickets due to slow indexing of tickets, making it difficult for your teams to view old tickets
The platform lags occasionally and loses connection in the middle of the resolution process, disrupting the entire flow of work
SysAid offers a set of functionalities, including change, problem, and request management, to help your IT teams deliver great service management solutions. Further, it streamlines and automates the entire process of managing IT services, freeing up your IT team's time so that they can focus on other crucial IT tasks.
Also, it provides unlimited templates and forms in addition to up to 200 custom columns per entity, which makes it simpler for your team to tailor SysAid to their needs. You can also track reports on service level agreements (SLAs) that are aligned with service management goals by using SysAid to determine service requirements.
SysAid helps your team get an overview of all open tickets in a single dashboard. This helps them determine the type of problem or query they will be handling, whether it needs the involvement of other team members or not, and how long it will take to resolve
It notifies your team of the changes made in the tickets via email, keeping them updated on the status to maintain transparency
At times, SysAid goes off, and displays error 504, impacting the customer-initiated requests and delays the ticket resolution process
It doesn't provide you with an option to edit submitted tickets. Thus, your team won't be able to add text to descriptions or the title after submitting the ticket. Due to this, they have to again connect with the employee or client and explain every single detail, which drains effort and time
SolarWinds Service Desk incorporates smart technology into the service desk so that your IT teams can concentrate on core IT activities rather than spending time on mundane, time-consuming IT tasks.
It automates ticket routing, provides AI-powered smart suggestions, and offers machine learning functionality; this helps ensure your IT service desk can deliver service across the business efficiently and effectively.
It provides your employees with convenient access to the resources they require, including live chats to communicate directly with the respective person to resolve issues; self-service solutions that enable them to get automated suggestions to deflect their common queries
SolarWinds Service Desk integrates with tools like Slack and Gmail so that your employees get notified on the status of their tickets/requests
It provides your team with a few layouts to look at incidents or changes. For instance, currently, only a list format is available. This makes it a bit difficult for your team to organize and prioritize tickets appropriately
If anybody from your IT team updates or changes a ticket, it doesn't reflect the same. This creates confusion among the team whether the request has been resolved or not.
Jira Service Management enables your IT teams to efficiently manage service requests, incidents, and change management processes. Further, its integration with other Atlassian tools, such as Jira Software and Confluence, allows your IT teams to collaborate more effectively and manage workflows across different departments.
This enables your team to obtain contextual data quickly to respond/resolve requests, queries, incidents, and changes. Also, Jira offers a range of reporting and analytics features, allowing you to track performance metrics and identify areas for improvement.
Jira Service Management provides your team with the feature to monitor and prioritize service requests and incidents to make sure that the most important issues are addressed first
Its built-in analytics and reporting functionality provides useful insights into your service desk operations, helping you to identify areas for improvement and implement effective strategies accordingly to streamline service management
Absence of notification functionality; it doesn't notify your IT teams on newly raised tickets; they have to open the project to view new requests. Thus, there is a substantial likelihood of missing new requests, which could result in improper ticket management
The search feature is not flexible. It is very difficult to identify necessary tickets if words are not spaced appropriately or do not have the proper symbols (e.g. ‘s). As a result, your team has to spend quite a time finding the right keyword to acquire the desired outcome
Zendesk helps your IT teams manage ticket requests and support issues from various channels such as phone, live chats, email, social media, and more. It provides self-service portals where your employees and clients can submit their inquiries and will automatically provide solutions for the same.
Additionally, it provides a set of capabilities, such as knowledge management, reporting and analytics, and ticket management, to effectively handle complaints, client inquiries, and feedback.
Further, Zendesk enables your IT teams to segregate support teams into departments like marketing, sales, or technical services depending on their duties, making it simpler for end users to get in touch with the appropriate person for service support without getting lost.
To make it easier for your employees and clients to connect with the appropriate person for service assistance without getting lost, you can use Zendesk to organize support teams based on their roles in different departments, like marketing, sales, or technical services.
Your IT teams can seamlessly communicate with employees and clients with Zendesk Chat, making the resolution process faster
It doesn't provide your team with an automated way to delete tickets or send them to the suspended view. As a result, they have to do it manually, leading to time consumption and reduced efficiency.
It comes with an inefficient search function, which makes it difficult to identify duplicate tickets. Thiscreates confusion among your team, making it more difficult for them to determine how many actual tickets have been raised by employees and clients
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