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
