Help Desk Software Review - BMC Service Desk Express

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Here is the review of help desk software, BMC Service Desk Express.

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From the Service Provider,

"The No. 1 choice for ITIL-aligned service management processes. Reduce complexity and make customer support, change, asset, and request management a seamless integrated process."


Pros :
  • Simple User Interface: reduces staff training time and speeds problem solving processes.
  • Built-in Process Flow Taskbar: simplifies service desk functions.
  • ITIL-based Incident & Problem Management Applications: speeds resolution times and identifies IT infrastructure defects. 
Cons :
  • BMC ServiceDesk Express has some complex licensing models with additional costs for some high level functions like problem, change, knowledge management and self service.
  • BMC ServiceDesk Express costs more than $3, 500k for each concurrent user with basic modules plus each addons priced individually.
  • Pricing structure is dependent on the number of users 
  • BMC ServiceDesk Express provides separate addons which are charged from $10 per concurrent user to more than $ 3,000
For detailed feature by feature listing of BMC Service Desk Express,
 

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