A Genious Tool For HElpdesk
Excellent experience with this tool, Loved this tool because we have many excellent feature within this tool.
Can manage entire thigs in one single tool itself.
Highly recommended tool for every one.
We are using this tool since before 2012 and I must say it is really an excellent tool for large scale Industries. We are using this tool for IT management and to resolve user's queries.
It makes IT management too easy, we can track all the records of raised IT tickets and all related data.
we can upload plenty of Knowledge Based documents and other task.
We have Incident and Service request category where we can separate incident and new request for any Software/hardware.
It makes Audits very easy, we can have all the data within no time as per our requirement.
Like all the features and happy to see that Vendor is improving tool and adding new features to it.
Summit Service Desk - Help us to improve user experience and ease of workflow.
We deployed in view of integrated service desk tool with real time monitoring for different tenant.
Analyst Dashboard , Easy administration help us to achieve highest SLA's ( Response and Resolution). Also, other features are helping us to manage operational activities like other CMDB integrations , recertification's, change mgmt., SMS - Notifications and many more.
In other hand there is scope for improvement in tool functionalities as well as in support area.
The summit tool is pocket friendly, has multi tenant features and tool is easy to configure and cust
We were able to deploy the software globally, since the customization and the support team who worked on the project with us were efficient and similarly this product gave us the competency to get on to the new upgraded platform of ITSM
ITIL compliant, feedback of the end users is very well captured through the tool, the summit has the mobility app which helps the end user raise or approve the request on the go. Coding of SLA's is easy and helps us giving the visibility to our end users. As an Admin, I am able to configure the system quickly & efficiently.
Few old customs are still followed within the tool, the reporting still needs considerable changes & updation. Few alert mechanism & reminder options which are required are still not in place. The chat bots need to be introduced soon within the tool.
It is a Good tool with numerous featured
My IT Operations, Support and Delivery are monitored, control and regulated thereby able to meet SLA, Expectations and streamline IT Process
Integration between various process,
Multiple feature and Dynamics
Email Alerts, Notifcations, Escalation
Can be customized to have specific Customer requirements
Customized Change Flow etc
- Mobile App needs to be upgraded.
- Linkage in Ticket should be allowed between various Support Group and not one Support Group
- Mail Templates should be configurable at Admins End
- Asset Dashboard should have the option to filter all assets in one window by Location, Store, Business
A Complete ITSM Tool
Having deployed only for IT Dept , the tool has such a vast capability of configuration that we deployed to all Manipal Global students and other department line viz Facilites, HR , Campus hostel management etc. Awesome focus from Summit top management and always a call away to help us to meet biz needs
Asset Tool capability was not experienced as good as ticketing tool
Summit ticketing tool review.
Application has extensive listing of the options in each module. Configuring options is simple.
Wide range of forms available in each module. Implementing Change management module was easier than thought. Workflow designed was exactly as requested.
Application is easy to understand , configure and utilize.
At times one may not get support as expected. Configuration management module still needs some work done, could be in forthcoming releases. Not having Customizing / renaming field option is highly missed.
It is a good tool for service desk operations. Easy to configure and use.
Helped in streamlining the operations.
Simple to configure and use. Has most of the required functionalities expected in such kind of tool.
Would like to have the application performance monitoring functionality in the tool. Should give an proactive alter in case a specific application not performing as desired.