Install
database engine during the Server installation
x
x
x
Customizable
Self Help for end users (including video attachments)
x
Getting
Started Checklist
x
x
x
Home
Page with technician and end user announcements
x
x
x
x
Export
view information into CSV, HTML, XML, XLS file
pdf,csv,html,xls
x
x
x
Pre-defined
Reports with graphs and prompts
x
x
x
x
Technician
access license type
unlimited
Concurrent
Named
Named/ Concurrent
Import
Windows Domain full name and user name into the user table
x
x
x
x
Automatic
self service Web login via Windows Domain authentication
x
x
Optional
x
Synchronize
user data with Active Directory
x
x
x
Requestor
/ Workstation lookup in Help Desk work order
x
x
x
Location/Cost
Center/Department lookup in Help Desk work order
x
Submit
tickets by email
x
?
?
?
PDA
Support
x
?
?
x
Multimedia
tutorials
x
x
x
FLEXIBILITY
Manage
work orders by user or IT asset
User
User
x
x
Manage
work orders by group/Location/Department
x
Purchase
Order Tracking
x
Asset
Tracking
x
Power
user shortcuts for quick ticket entry
x
Schedule
emailing ofreports (customized by
tech and admin)
x
Operating
hours contributes to work order due date, notification and escalation
x
x
x
Display
date information based on viewers' local time zone
x
x
x
Technicians’
user interface
web
Windows or Web
Windows or Web
Windows or Web
Security
policies
Pre- & user-defined
Pre-defined
Pre-defined
Pre- & user-defined
Built
in Knowledgebase
self-build
x
Automatic
notification/escalation of work orders
notification
x
x
x
Ability
to create custom Reports (via Crystal Reports)
x
x
x
x
Multi-part
work order with ability to define parent work order
x
x
Three-tiered
work order types
x
Work
order attachments
x
x
x
Work
order spell checking
x
x
Work
order chargeback
x
x
Service
Level Agreements
x
x
Satisfaction
surveys
x
x
Outlook
synchronization
x
SCALABILITY
Automated
merge service for audited h/w and s/w information
DTM
x
x
Inventory
stores and displays differential audit information
DTM
x
x
Audit as
a service enables on-demand audits and scheduled Windows audits
on-demand and at login
DTM
x
x
Automatic
work order creation from e-mail
x
x
x
x
Automated
response to e-mail request for work order status
x
x
x
x
End-user
self help using a Web browser
x
Optional
Optional
x
Control technician access to data
Module
Module
Module
Module
Technician
Technician
Technician
Department
Department
Department
Drop
Down
Drop Down
Drop Down
Fields
Fields
Fields
Location
Location
ADD-ONS
Create
custom reports
included
x
x
Automatic
notification and escalation of work orders
notification
Standard
x
x
Service
that enables on-demand and scheduled Windows audits
included on-demand and at login
DTM
x
x
Application
package creation & distribution
DTM
Optional
Optional
Audit
supported Macintosh systems
DTM
Optional
Optional
Automatic
work order creation using e-mail
included
Standard
x
x
Remote
control Windows systems
DTM
Optional
Optional
Self
Service (End-user Web access)
included
Optional
Optional
x
Outlook
task synchronization of work orders for PDA usage
x
Technician
Web (Browser technician access)
included
Standard
x
x
Password
Reset (Self service Windows password reset & unlock)
x
Optional
Executive
Dashboard
included
x
User
Synch (Synchronize user information from LDAP)
included
x
User
Synch (Scheduled)
included
SERVICES
Onsite
install
Optional
x
x
x
Remote
install
Optional
x
x
Custom
reports
Optional
x
x
x
Data
migration
Optional
Contact us
x
x
Custom
development
Optional
Contact us
x
x
Training
Optional
x
x
x
COMPARATIVE FEATURES MATRIX PREPARED BY LANWORKS IN September,
2006 BASED ON PUBLICLY AVAILABLE INFORMATION.
THIS
INFORMATION IS PROVIDED IN CONNECTION WITH LANWORKS PRODUCTS. NO LICENSE,
EXPRESS OR IMPLIED, BY LANWORKS OR OTHERWISE, OR WARRANTY IS GRANTED BY THIS
DOCUMENT.LANWORKS DOES NOT WARRANT
THAT THIS MATERIAL IS ERROR FREE, AND LANWORKS RESERVES THE RIGHT TO UPDATE,
CORRECT OR MODIFY THIS MATERIAL, INCLUDING ANY SPECIFICATIONS AND PRODUCT
DESCRIPTIONS, AT ANY TIME, WITHOUT NOTICE.
FOR THE MOST CURRENT PRODUCT INFORMATION, VISIT
http://www.SchoolHelpDesk.net
