Help Desk Software Review - BMC Service Desk Express

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

Screenshot of the page :

 

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,

 

BMC Service Desk Express Review