Cireson Analyst Portal

Cireson Analyst Portal Bewertungen

von Cireson

High-class web-based ITIL tool

Bewertet am 25.11.2019
Peter M.
MS Systems Specialist
Computer-Software, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Adding asset management to the Cireson Analyst Portal allowed our analysts to work with exclusive using this web, only some conservatives remained with SCSM console.
We customized the portal significantly to better match our needs and company design.
Satisfied end-users and analysts are the best evaluation for Cireson Portal.

Vorteile: Cireson Analyst Portal is free since January of 2019.
Customers get not only interface to create tickets from end-users but also to handle them by analysts.
This HTML5 based portal is nice and intuitive.
Layout is responsive, switches to mobile view when windows width is lower then certain value.
It can be customized quite easily by editing CSS and JS files.
Portal can substitute SCSM console completelly in common cases. It's much faster, intuitive, customizable.
Many knowledgebase articles and good documentation from vendor exist to handle most situations. In case of any issues or questions customers can contact paid support which responds very quickly and effectively.
There's another option to ask very helpfull and large community on independent portal for help. Many users are very skilled, can advise, share their experiences, sometimes even create solution for your problems.
Feature request can be posted, too and the vendor adopts those with most votes and includes them in their product roadmap.
Many free and community apps/add-ons can be installed and configured.
New versions of the portal are released very often adding new features and fixing known bugs.

Nachteile: As Cireson Analyst Portal with all its addons is quite huge system customers could run into some situations which don't conform their processes and requirements.
Some settings and functions should be reconsidered and redesigned as their are not as you would expect, but these may be limitations of SCSM backend, too. And you have to beg vendor/community to add features or customizations and hope and wait for their implementations.
Sometimes newest portal versions seem not to be tested thoroughly and contain bugs.
Support cases of rare issues which are difficult to simulate or affect only small group of customers may take long time to acknowledge and fix.

A total upgrade

Bewertet am 22.11.2019
Santana T.
tech support specialist
Versicherung, 501-1.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: the portal is easy to use. and provides a great and neat experience to view your requests, reports, assets and all of the above. logging into the site is very easy, and aside from a few navigational difficulties I have to say its definitely a great experience overall.

Vorteile: This softwares functionality far exceeded expectations to what we've been previously using as a ticketing system. the amount of things we can achieve for our organization just with the cireson portal goes beyond what we could imagine. its literally a one-stop shop for knowledge base, Break fix requests, change management, asset management, purchasing, licensing, Q&A, Day to day Reporting, the list goes on. The ease of use for the user base and the amount of customization the system allows makes this piece of software great for any organization willing to put the time in to customize to your liking. a step ahead of the competition for sure. 9/10 !!

Nachteile: id say the only thing I don't like about the system is some of the navigation, It takes a bit of time to get to where you need and its never clear cut and dry and that could be because of the way we have setup the system even still there are a bit of restrictions and views we cant hide from the user base in the form or atleast its not an easy task to do so. Also have the option to open multiple tickets within the same tab would be a huge plus for the system.

Cireson Analyst Portal Review

Bewertet am 21.11.2019
Kevin G.
Systems Engineer
Finanzdienstleistungen, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Since implementing the portal, we started with two departments as primary users that would receive tickets. We now have 6 different departments using the portal as a means to manage user requests from their departments. It provides a simple and easy to use method and more departments are starting to see that. I have been asked recently for more custom work on the portal, primarily in the form of custom SQL dashboards. As my expertise is not SQL, I tend to reach out to Cireson support for assistance and they have delivered every time.

Vorteile: Our primary reason for getting this software was to enhance and improve the experience provided by our SCSM service portal. The Cireson portal provided greater speed and gave a much simpler interface to view. User and Technicians alike both found the portal much easier to use. As far as admin, the features Cireson provides are relatively easy to implement, and if you have trouble, Cireson's support is very helpful.

Nachteile: One of the things I like the least about the Cireson portal is the lack of ability to create new activities from the portal. I have to go back to the SCSM console to create activities. For that reason, we don't use activities very often. We have a couple automated processes that do use them, but we have a bunch of routine tasks that require an activity to be added only some of the time. This is more a feature gripe than anything. Aside from that, I can't think of anything that would qualify as a "con" with this Cireson Analyst Portal.

Cireson Service Manager Portal Review

Bewertet am 21.11.2019
Andrew M.
ICT Service Desk Officer
Informationstechnologie & -dienste, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
3/5
Gesamt
5/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: We are able to work much more efficiently when using the Cireson Portal and can easily manage our work items to provide reliable customer service. We will also be setting up a self service portal which will further improve the customer experience so that they can log their own IT related tickets to us rather than calling the Service Desk. It is easy to track the history of our work items within the team and easy to make customisation to suit our business needs.

Vorteile: It is very easy to use and configure the settings in the Cireson Portal compared to working in the Service Manager Console. The customisation for the templates is helpful and it is easy to track and update your outstanding work items using the portal. The function used to create custom searches helps with reporting and it is useful to be able to create custom portal pages with some of these reports. Managing Change Requests is easy in the portal and the workflow option is great.

Nachteile: The Cireson Portal performance could be improved. When using the portal it can take a while for it to open, save and close work items. I have occasionally seen an error page when trying to load a work item. The search performance is also poor and takes a while to bring back a result. The search functionality could be improved so that more advanced searches can be made for example searching for tickets based on an affected user.

A Solid Product

Bewertet am 21.11.2019
Jordan M.
Programmer/Analyst
Staatsverwaltung, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: My overall experience with the portal has been really positive (keeping it running and customizing it is the entirety of my job now - so it's hard to complain too much about the thing that keeps you employed!) In particular, I have always been impressed with the level of support provided. I have managed to break our system in unimaginable ways but the support team has always answered my frantic tickets promptly and polietly. They manage to calm me down while teaching me new things about how it operates all the time - not a simple task!

Vorteile: The customizability. We have been able to add in all sorts of strange custom forms and object types and automation workflows to keep things running smoothly.

Nachteile: I am often afraid to upgrade our Cireson environment as there have often been new bugs introduced in upgrade versions. Thankfully there are now two release branches so I'm hoping this will help mitigate the issue.

Review

Bewertet am 21.11.2019
Veljko S.
Sr system Analyst
Versorgungsunternehmen, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
3/5
Gesamt
3/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: we have so many analysts and it was much cheaper option than go with ServicNow

Vorteile: Easy to use , chance to modify application,

Nachteile: it appears every update breaks something

Cireson

Bewertet am 21.11.2019
Charlton J.
Application Support Specialist
Informationstechnologie & -dienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Navigation is intuitive, selection of issue needing assistance is easier with application icons, and the option for parent/child incident is super helpful.

Nachteile: Search engine could be better. Work items are sometimes difficult to find. Easy to pull analytics, such as an analytics dashboard, would be helpful for reporting purposes.

Cireson makes Service Manager viable

Bewertet am 21.11.2019
Carl D.
IT Ops Manager
Informationstechnologie & -dienste, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Flexibility. We have been able to achieve things, that are simply not possible with the out the box SCSM console. Without the Cireson portal, we would almost certainly have to sunset our SCSM environment, and move to another platform. Value for money is good.

Nachteile: Performance is at times not ideal, even though we are specced beyond the hardware requirements. I do wish it was more 'snappy'. Interface is a little stale, compared to other ITSM offerings. It mirrors the design of the old Azure portal, and I feel it's time for a refresh. It would be nice to have more options for Service Catalog designs.

It's not bad...

Bewertet am 22.11.2019
Rune R.
Servicdesk Technician
Einzelhandel, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
3/5
Gesamt
2/5
Benutzerfreundlichkeit
2/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 1st, 2nd, and 3rd line IT tickets.

Vorteile: I can costumize the view of "My work" and "Team work"

Nachteile: The sluggish performance, and the difficulty of making new and customized views.
When selecting multiple tickets from an overview, and doing something with them from the overview (assigning to a different team for instance), I have to sit and wait for the action to be applied to all selected tickets before I can continue with my work.
There is no easy way to "just get" a list of tickets than any given end user has created.

Makes SCSM a usable product

Bewertet am 22.11.2019
Graham S.
Head of Infrastructure
Finanzdienstleistungen, 1.001-5.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
3/5
Gesamt
4/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Great

Vorteile: - Makes SCSM usable as a product and reduces the complexity of the system
- The support and expertise from the Cireson team is great

Nachteile: - Some of the functionality isn't quite right, some of the options and user inputs are clunky

Good tool for ServiceDesk

Bewertet am 22.11.2019
Marek L.
IT Specialist
Öffentliche Sicherheit, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: CAP integrates with SCSM and are more usefull client in compare standard SCSM. It allow to automate work, notification. Good reports show actual situation for managers. Good advantage is possibility co connect Remote Portal for SCCM. We are using it also for Asset Management and it is complete tool for ServiceDesk.

Nachteile: CAP need SCSM and for this fact some configuration are more complicated.

Small to Medium business application at best.

Bewertet am 21.11.2019
Susan S.
Manager, IT Process
Informationstechnologie & -dienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
2/5
Gesamt
1/5
Benutzerfreundlichkeit
2/5
Eigenschaften & Funktionalitäten
1/5
Kundenbetreuung
1/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Outside of a landing page with a more colorful appearance to end users and customers, the portal is terrible.

Vorteile: Color scheme - there is nothing else...everything else that was to come with it, or on the roadmap was not as "robust" as originally indicated.

Nachteile: This software is rudimentary in design - coding is haphazard at best - releases are not confirmed prior to community distribution - our IT staff are able to ascertain coding issues before even Cireson developers can - the "app" breaks SCSM functionality and/or does not leverage the underlying functionality for efficient or effective integration (including security/audits/etc) - the infrastructure for the portal alone is greater than the underlying system or the enterprise financial system we utilize for 30K plus people on a 24/7 basis.,...and it is still unable to perform at a reasonable level (whereas the financial system - with considerably less infrastructure - and used globally with far more volume than the analyst portal - does not remotely have the performance problems that this has.

Cireson Analyst Portal Review

Bewertet am 22.11.2019
Shams K.
System Developer
Luft- & Raumfahrt, 1.001-5.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Using Cireson Analyst Portal with SCSM, you can do pretty much anything. We are still in developing mode and experiencing new features and functions that we can utilize to make our daily work more effective.

Vorteile: Traceability of assets and work items is what I personally like the most. Relating objects to other objects makes it simplier to work, rather than using dummy strings. Another thing is that the Portal is highly customtizable.

Nachteile: OData tables are good as long as they work, we do not get the right amount of e.g assets when using Odata. Previously we used to promote our views from SCSM, the more properties and relations we used in our views, the more data it had to read.

Easy and nice to use portal.

Bewertet am 21.11.2019
Brittney M.
ICT Support Officer
Staatsverwaltung, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Great support from [SENSITIVE CONTENT HIDDEN]and overall a huge step up for us from our previous support desk portal.

Vorteile: I really like that the portal is visually clean and responsive. I like that we can customize the appearance for our customers.

Nachteile: Sometimes the next step may not be so obvious particularly for our customers logging jobs. I find it requires a lot of clicking around to get the information I need for the job and the thread of comments is very cluttered.

Incident management review

Bewertet am 21.11.2019
James D.
Project Manager
Staatsverwaltung, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
3/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: I would recommend them, the service and support is responsive and knowledgeable as well as attentive to their customers.

Vorteile: Incident management review is done well with this product. The customer and product service is managed well.

Nachteile: Being able to generate a report has a high learning curve.

Cireson review

Bewertet am 21.11.2019
Marc J.
project manager
Staatsverwaltung, 1.001-5.000 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: we are in the implementation phase and we are trying to figure out our initial load strategy and the support we have for that is, to say the least, disapointing.

Vorteile: easy to use, intuitive
web base trainint

Nachteile: no data model available
for a french speaking Customer, the translation is unacceptable
No support in french
does not seem to support complex organization

The Tool you need to go from okay to great!

Bewertet am 21.11.2019
Will W.
DPSA III
Versorgungsunternehmen, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
3/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: The user interface for this product was the best we've seen. It really helped make our solution user friendly.

Nachteile: The use of JSON backend does not blend well with the use of Powershell. If you are integrating the two scripting language, beware of some data manipulation issues.

Cireson Support Portal

Bewertet am 22.11.2019
Jon S.
Director of Technologu
Staatsverwaltung, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
2/5
Gesamt
1/5
Benutzerfreundlichkeit
2/5
Eigenschaften & Funktionalitäten
2/5
Kundenbetreuung
2/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: The hooks into System Center, and the potential for that linkage.

Nachteile: Platform needs significant refining. The UI is cumbersome not intuitive, the look and feel is legacy. Takes too many clicks to accomplish tasks. Reporting is horrible, data sets require significant refining in order to get to what you need.