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Service Desk: Incident vs. Service Management

Compare which Service Desk solution best fits your needs.


Service Desk for Incident Management

Service Desk for ITIL Service Management

ITIL Process

Incident Management Yes Yes
Request Fulfillment No Yes
Problem Management No Yes
Change Management No Yes
Configuration Management Yes Yes
Knowledge Management Yes Yes
Service Level Management Yes Yes
Service Catalogue No Yes
Service Portfolio No Yes
Financial Management No Yes
Release Management No Yes
Deployment Management No Yes
CMDB Yes Yes
Reporting Yes Yes
Generic Request Yes Yes
Outages No Yes
Workflows Single Unlimited
Workflow Editor Yes Yes
Search Engine Yes Yes
Customize Portals Yes Yes
Quick Calls Yes Yes
Surveys Yes Yes
Chat Yes Yes
Calendar Support Yes Yes
Audit Trail Yes Yes
Line Manager Approvals No Yes
OLAs, Underpinning Contracts No Yes
Integration with ZENworks
(Asset synchronization / remote management and bundle assignment )
Yes Yes
Email processing Yes Yes
Unlimited end user portal Yes Yes
AD / LDAP / eDirectory – Authentication and synchronization Yes Yes
Native Android Technician application available Yes Yes
Native iOS Technician application available Yes Yes
3rd party integration with web services Yes Yes
Single Sign on Yes Yes
Password Self Service Option Yes Yes
Intelligent Technician Assignments Yes Yes
Item Relationships Yes Yes
Scalability Unlimited Unlimited

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