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| Features | Standard Edition | Professional Edition | Enterprise Edition |
| General Features | |||
| Easy web based access | ✓ | ✓ | ✓ |
| Provision to create custom tracking fields | ✓ | ✓ | ✓ |
| Minimal learning curve supported with simple user training | ✓ | ✓ | ✓ |
| Supports ITIL Standards | ✗ | ✗ | ✓ |
| Configuration wizard to setup software | ✓ | ✓ | ✓ |
| Data Archiving | ✓ | ✓ | ✓ |
| Themes | ✓ | ✓ | ✓ |
| Translations | ✓ | ✓ | ✓ |
| ITIL Standards Support | |||
| Service Catalog | ✗ | Optional | ✓ |
| Incident Management | ✗ | Optional | ✓ |
| Problem Management | ✗ | Optional | ✓ |
| Change Management | Add-on | Optional | ✓ |
| Project Management | Add-on | Add-on | ✓ |
| Fail Over Service | Add-on | Add-on | Add-on |
| Integrated CMDB | ✓ | Add-On | ✓ |
| Call Tracking/Request Management | |||
Request modes
|
✓ | ✓ | ✓ |
| Multi-site Support | ✓ | ✓ | ✓ |
| Manager Dashboard | ✓ | ✓ | ✓ |
| Central repository to log and track issues | ✓ | ✓ | ✓ |
| Auto-generation of tickets (Email, API & so on) | ✓ | ✓ | ✓ |
| Announcements to display important crisis to the users | ✓ | ✓ | ✓ |
| Maintenance contracts links | ✗ | ✓ | ✓ |
| Send and receive email from the application | ✓ | ✓ | ✓ |
| Send and receive SMS (short message services) from the application | ✓ | ✓ | ✓ |
| Create tickets from incoming email | ✓ | ✓ | ✓ |
| Email Parser | ✓ | ✓ | ✓ |
| Automatic classification and routing of messages | ✓ | ✓ | ✓ |
| Round Robin method to assign tickets | ✓ | ✓ | ✓ |
| Ticket Load Balancing | ✓ | ✓ | ✓ |
| Linking two similar requests | ✓ | ✓ | ✓ |
| Request Form Customization | ✓ | ✓ | ✓ |
| Rich text editor and ability to add attachments | ✓ | ✓ | ✓ |
| Requests Scheduling | ✓ | ✓ | ✓ |
| Technician Calendar | ✓ | ✓ | ✓ |
| Technician access roles | ✓ | ✓ | ✓ |
| Fine grained authorization | ✓ | ✓ | ✓ |
| Creating multiple tasks for the request | ✓ | ✓ | ✓ |
| Handling of dependent task | ✓ | ✓ | ✓ |
| Email Spam Filter & Email Notification Filter | ✓ | ✓ | ✓ |
| Classification and routing based on work groups | ✓ | ✓ | ✓ |
| Instant request and workstation history | ✓ | ✓ | ✓ |
| Request classification by category | ✓ | ✓ | ✓ |
| Communicate priorities and severities along with the request | ✓ | ✓ | ✓ |
| Automatic escalation of requests based on Business Rules | ✓ | ✓ | ✓ |
| Trigger email when a business rule is matched | ✓ | ✓ | ✓ |
| Apply business rule after editing a request | ✓ | ✓ | ✓ |
| Continue with subsequent business rules after one rule is matched | ✓ | ✓ | ✓ |
| Queue support to efficiently manage technicians | ✓ | ✓ | ✓ |
| Provision to attach documents to a request | ✓ | ✓ | ✓ |
| Manage, edit, assign, and close tickets as a group | ✓ | ✓ | ✓ |
| Work orders for dispatching maintenance/service technicians | ✓ | ✓ | ✓ |
| Request Closing Rules | ✓ | ✓ | ✓ |
| Service Catalog | |||
| Provision to Showcase offered services | ✗ | Optional | ✓ |
| Service Request Templates | ✗ | Optional | ✓ |
| Pre - Configured Work Flow | ✗ | Optional | ✓ |
| Multi Stage Approval Process | ✗ | Optional | ✓ |
| Service Level Agreement ?Agreed upon Time | ✗ | Optional | ✓ |
| Integration with CMDB | ✗ | Optional | ✓ |
| Provision to add customized Service category, Resources & Services | ✗ | Optional | ✓ |
| Associate Multiple Tasks with dependencies to a Template | ✗ | Optional | ✓ |
| Incident Management | |||
| Incident Classification | ✓ | ✗ | ✓ |
| Record Service Requests | ✗ | ✗ | ✓ |
| Impact | ✓ | ✗ | ✓ |
| Priority Matrix | ✗ | ✗ | ✓ |
| Urgency | ✓ | ✗ | ✓ |
| Priority | ✓ | ✓ | ✓ |
| Status (e.g., Open, On hold, Closed etc.) | ✓ | ✓ | ✓ |
| Link incidents to assets and CIs | ✗ | ✓ | ✓ |
| Mailbox Management / Link an incident with an email | ✓ | ✓ | ✓ |
| Incident Templates | ✓ | ✓ | ✓ |
| Self-Service | |||
| Self-service portal included with the Help Desk | ✓ | ✓ | ✓ |
| Is it web-based? | ✓ | ✓ | ✓ | End users can create new requests | ✓ | ✓ | ✓ |
| Check status and update existing requests | ✓ | ✓ | ✓ |
| Update contact details | ✓ | ✓ | ✓ |
| Search knowledge base for users | ✓ | ✓ | ✓ |
| Access to Frequently Asked Questions (FAQs) | ✓ | ✓ | ✓ |
| View Announcements | ✓ | ✓ | ✓ |
| Take Approval Action | ✓ | ✓ | ✓ |
| Knowledge Management | |||
| Access to knowledge management services for technicians | ✓ | ✓ | ✓ |
| Approval for newly added solutions | ✓ | ✓ | ✓ |
| Keyword search to find solutions based on request description | ✓ | ✓ | ✓ |
| Indexed document search for faster results | ✓ | ✓ | ✓ |
| Search history with previously resolved requests | ✓ | ✓ | ✓ |
| Frequently Asked Questions (FAQs) | ✓ | ✓ | ✓ |
| Rich text editor | ✓ | ✓ | ✓ |
| Problem Management | |||
| Problem detection and classification | ✗ | Optional | ✓ |
| Initiate new problem from incident | ✗ | Optional | ✓ |
| Initiate/Record new problem | ✗ | Optional | ✓ |
| Associate multiple incidents to a single problem | ✗ | Optional | ✓ |
| Problem Priority | ✗ | Optional | ✓ |
| Add analysis on root cause, impact etc. | ✗ | Optional | ✓ |
| Add workaround, solutions or known-error | ✗ | Optional | ✓ |
| Problem closure | ✗ | Optional | ✓ |
| Change Management | |||
| Initiate/Record new change request | Add-on | Optional | ✓ |
| Initiate change request from incident/problem | Add-on | Optional | ✓ |
| Associate multiple incidents/problems to a change | Add-on | Optional | ✓ |
| Create Change Advisory Boards (CABs) | Add-on | Optional | ✓ |
| Send for approval to CAB members | Add-on | Optional | ✓ |
| Technician license required for Change request approval | Add-on | Optional | ✗ |
| Add impact analysis, root cause and symptoms | Add-on | Optional | ✓ |
| Record workarounds and solutions | Add-on | Optional | ✓ |
| Coordinate change implementation | Add-on | Optional | ✓ |
| Review changes | Add-on | Optional | ✓ |
| Make announcements to technicians and/or end users | Add-on | Optional | ✓ |
| Project Management | |||
| Projects, Milestones & Tasks Integrations | Add-on | Optional | ✓ |
| Task Planning & Management | Add-on | Optional | ✓ |
| Project History | Add-on | Optional | ✓ |
| Effort Estimation | Add-on | Optional | ✓ |
| Notifications & Comments | Add-on | Optional | ✓ |
| Timesheet Management | Add-on | Optional | ✗ |
| Gantt View | Add-on | Optional | ✓ |
| Project Overview Map | Add-on | Optional | ✓ |
| Asset Management | |||
| Automatic discovery of workstations in the network | ✗ | ✓ | ✓ |
| Discovery of all IP devices such as printer, scanner etc | ✗ | ✓ | ✓ |
| Discovery and complete scan for Windows, Linux and Mac machines | ✗ | ✓ | ✓ |
| Discovery with agents | ✗ | ✓ | ✓ |
| Discovery without agents | ✗ | ✓ | ✓ |
| Distributed workstation scan | ✗ | ✓ | ✓ |
| Vendor and asset associations along with details | ✗ | ✓ | ✓ |
| Assets and Asset relationships | ✗ | ✓ | ✓ |
| Asset History along with the request | ✗ | ✓ | ✓ |
| Software compliance | ✗ | ✓ | ✓ |
| Software License Management | ✗ | ✓ | ✓ |
| Software Agreement Management | ✗ | ✓ | ✓ |
| Configure Asset Depreciation | ✗ | ✓ | ✓ |
| Relationship chart explaining the relationship between assets, workstations, software, people, etc | ✗ | Optional | ✓ |
| Define CI types and Relationship types | ✗ | Optional | ✓ |
| Attaching documents for CIs | ✗ | Optional | ✓ |
| Map view for the CI relationships | ✗ | Optional | ✓ |
| Integration of incident, problem and change with CMDB | ✗ | Optional | ✓ |
| Contracts Management | |||
| Create and manage contracts | ✗ | ✓ | ✓ |
| Add information and attach documents related to contract | ✗ | ✓ | ✓ |
| Associate contracts to Assets | ✗ | ✓ | ✓ |
| Generate alarms before contracts expire | ✗ | ✓ | ✓ |
| Track renewed contracts | ✗ | ✓ | ✓ |
| Purchase Management | |||
| Manage purchase requests | ✗ | ✓ | ✓ |
| Directly contact vendor from application | ✗ | ✓ | ✓ |
| Integration with purchase, assets, and vendors | ✗ | ✓ | ✓ |
| Purchase order approval system | ✗ | ✓ | ✓ |
| SLA Management | |||
| Configure different levels of escalation | ✓ | ✓ | ✓ |
| Automate escalations during escalation | ✓ | ✓ | ✓ |
| First Response based SLA | ✓ | ✓ | ✓ |
| Notify before SLA is breached | ✓ | ✓ | ✓ |
| Reporting | |||
| Pre-built standard reports | ✓ | ✓ | ✓ |
| Custom reports in tabular format | ✓ | ✓ | ✓ |
| Query Builder for Reports | ✓ | ✓ | ✓ |
| Flash Reports | ✓ | ✓ | ✓ |
| Integration with third party reporting software like Crystal Reports | ✓ | ✓ | ✓ |
| Reports to be exported as .csv,.xls and Pdf format | ✓ | ✓ | ✓ |
| Reports Scheduler (Auto generation & distribution) | ✓ | ✓ | ✓ |
| Analyze trends and performance levels | ✓ | ✓ | ✓ |
| Real-time update on reports | ✓ | ✓ | ✓ |
| Save and schedule customized reports | ✓ | ✓ | ✓ |
| Surveys | |||
| Generate surveys | ✓ | ✓ | ✓ |
| Customize questions for surveys | ✓ | ✓ | ✓ |
| Schedule surveys | ✓ | ✓ | ✓ |
| Set rules on when to send surveys (e.g. after so many requests from an user is closed) | ✓ | ✓ | ✓ |
| Multi Language Surveys | ✓ | ✓ | ✓ |
| Integration | |||
| Integration with Network Management software | ✗ | ✓ | ✓ |
| Integration with LDAP, Active Directory (AD) | ✓ | ✓ | ✓ |
| Integration with email and pagers | ✓ | ✓ | ✓ |
| Apps for iPhone and android devices | ✓ | ✓ | ✓ |
| Integration with remote control | ✗ | ✓ | ✓ |
| Interface to integrate with external data | ✗ | ✓ | ✓ |
| Integration with short message services | ✓ | ✓ | ✓ |
| Use of web services | ✓ | ✓ | ✓ |
| APIs | ✓ | ✓ | ✓ |
| Active Directory | |||
| Import users, rights from AD, LDAP | ✓ | ✓ | ✓ |
| Scheduled import from Active Directory | ✓ | ✓ | ✓ |
| Scheduled import from LDAP | ✗ | ✓ | ✓ |
| Implementation | |||
| Quick and easy implementation | ✓ | ✓ | ✓ |
| Client Software | ✗ | ✗ | ✗ |
| Support for open standards | ✓ | ✓ | ✓ |
| No additional programming for client or database customization | ✓ | ✓ | ✓ |
| Documented database | ✓ | ✓ | ✓ |
| System Requirements | |||
| Operating Systems supported | |||
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✓ | ✓ | ✓ |
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✓ | ✓ | ✓ |
| Databases supported | |||
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✗ | ✗ | ✗ |
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✓ | ✓ | ✓ |
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✓ | ✓ | ✓ |
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✓ | ✓ | ✓ |
| Browsers supported | |||
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✓ | ✓ | ✓ |
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✓ | ✓ | ✓ |
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✓ | ✓ | ✓ |
| Pricing | |||
| Number of Technicians | Standard Edition Free Forever |
Professional Edition 2 Technicians & 250 assets Starts at $ 395 |
Enterprise Edition 2 Technicians & 250 assets Starts at $ 995 |
| Number of Users (Callers, End users) | Unlimited | Unlimited | Unlimited |
| Training available | ✓ | ✓ | ✓ |
| Large scale consulting and implementation | ✓ | ✓ | ✓ |
| Trial Software Version | |||
| Is a trial version available? | ✓ | ✓ | ✓ |
| No of days for trial version? | 30 | 30 | 30 |
| Are there any feature limits in the trial version? | ✗ | ✗ | ✗ |
| No of technicians supported in trial version | 5 | 5 | 5 |
| No of assets supported in trial version | 200 | 200 | 200 |
| Technical support available during evaluation | ✓ | ✓ | ✓ |
400-660-8680
