Product Comparison – on-premise

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On Premise



  • Award-winning ITSM Application with 10 PinkVERIFY 2011 ITIL Processes
  • Desktop, Web Browser and Mobile Clients
  • On-Demand Training - Unlimited (Free of charge)
  • Minimum Number of Users
  • Customer Portal for SelfService (Unlimited End Users)
  • Fully Configurable system with 200+ System Settings
  • Regular Software Updates Available
  • Graphical Business Processes Workflow Tool
  • Integrated Knowledgebase
  • Fully Rebrandable Customer Portal/SelfService
  • Email Integration Shared Mailboxes
  • Customer Surveys
  • Operator Scripts
  • Asset Discovery Tool IntegrationSupportworks can integrate with a number of commonly used asset discovery tools. These include: - LANDesk ZENWorks Altiris Centennial ManageSoft ECM SCCM SMS Snow Inventory and Licence Manager
  • Web Services API
  • Development/Test Server Instance
  • Visual Process Management EngineSupportworks ESP has a powerful engine for running server-side processes that are used to implement and extend application functionality beyond what can be achieved using client-side functionality. These server-side processes can be designed graphically providing clear and concise functional flow. Although VPME is used extensively to underpin the Business Process Automation features of Supportworks applications, VPME its self is different to the business process engine; the best way to think about VPME is to think of it as "server-side functional scripting" akin to database stored procedures but running on the application server its self. VPME can be used to create callable scripts or can be used to "hook" numerous application-specific behaviours. Supportworks ITSM makes extensive use of VPME in creating the complex application logic required to implement service desk functionality. Customers using VPME can change or extend this behaviour and develop deep and complex integrations with other systems. VPME has a mechanism to allow customers to override application or system provided logic without breaking upgradability. However, it should be noted that extensive or even moderate changes to application logic already present using the VPME may need to be altered/adapted in subsequent application version updates.
  • Ability to Create Multiple Business Service Desks per Instance
  • Custom Application Development (by Hornbill) Available
  • Create New Application Forms, Views and Business Logic
  • Database Schema Expansion
  • Customizable Forms
  • JavaScript/Advanced Forms Development Environment
  • ITSM Application Source Code Provided
  • Platform Developer Support Available

  • 10
  • 1 Instance
  • 2
  • Optional

  • 10
  • 2 instances
  • 2
  • Optional
  • Optional

  • 50
  • 2 instances
  • 4
  • Advanced
  • Advanced