OMNITRACKER

Great system

Kommentare: The first review in this list is not related to ITSM systems at all, but is rather a hand-held GPS. The bad rating in that review is therefore not related to the OmniTracker enterprise IT Service Management (ITSM) system, and should be removed by its author, or moderators. Here are some links to that GPS, to prove the point... http://www.redferret.net/?p=16370 https://www.chinavasion.com/china/wholesale/Health_Lifestyle/Outdoors_Gear/The_Omni_Tracker-World_GPS_Tracker As a system administrator, I have used OmniTracker before, in Canada, having implemented it to manage my former employer's ITIL processes. After working with it for 2 years, I personally think it's a great enterprise ITSM system, that is very powerful, yet does not cost a fortune, like others in that niche market. One of the main reasons we opted for this system was the licensing model, which offers all-inclusive shared licenses. This saved my former employer a lot of money, compared to other systems charging extra per module or charging monthly per user. Christian Brien
ITSM System Administrator

10 years of working with in in Automotive Industry

Kommentare: Quick processing of the complaints; automatic notifications; easy documenting & quick reporting

Vorteile:

The software is sending automatically the notifications for the responsible in case new actions are created; it also fives the possibility of quick reporting for open actions / overdue actions / actions per responsible, etc

Nachteile:

The software does not offer the possibility of customizing certain reporting available in order to create a personalized type of report

It was good software 10 years ago

Kommentare: I was developing and administering this system for Lufthansa and HamburgSued. For Lufthansa i created customised functionality for finance department and customer support, including set of sophisticated reports and integration with SAP and internal apps. For both of the customers I performed upgrade of this system- one to MSAzure, second to standalone VM.

Vorteile:

Easy to configure. Good possibility to program everything with scripts.

Nachteile:

This program was good 10 years ago. No modern GUI and lack of searching for folders and fields, actions, message templates is a pain. Omnitracker in combination with Oracle database is a nightmare. Email interface can stop working without warning- debugging it is very difficult. If there is more emails to process than 40 000 then processing of them can take all day, what is totally unacceptable for systems working 24/7. Integration with other systems - mainly by using scripting if you want to achieve something more sophisticated than creating ticket. No version control for scripts and frames, no Autoarchivstation of requests. Problems with upgrade if you have many reports and statistics. Upgrade process takes lots of time if you have large database >100 GB). Unhelpfull support which doesn't resolve your problems. Software totally incompatible between versions.

OMNITRACKER Expert

Kommentare: I for more than 5 years as an Omnitracker administrator.
I have done all trainings provided by Omninet.
I liked plying the OLE interface in VBscript language. That was great !!!

Vorteile:

- Flexibility - it make it easer for developers

Nachteile:

- Performance - Not web based - Saop webservice but no Rest - look and feel does not change in the desktop according to version 10.2.100 - hosted on a windows server not on a Linux(Performance issue)

Extensive possibilities for helpdesk but sometimes not as intuitive as I would like

Vorteile:

Great tool for helpdesk and other IT support staff. Extensive follow up possibilities and communication support.

Nachteile:

Some features are not as intuitive as I would like. For example: the workflow for combined requests for changes and activities. Searching for an RFC can be quite tricky.