Canfigure Reviews

Very easy and straight forward implementation. We did it without any assistance just by following installation guide. Functionally deep, customize-able and integrate-able. Supatools support team is very helpful in these aspects. SupaTools team keeps in touch and frequently deliver product updates/enhancements/fixes. Although designed for ICT industry but can be easily be adapted for Maintenance/Property Management services.

Support team is always there to assist in case of problem or issue. Nothing negative to say about them!

Hey Irfan, thank you so much for this review! We will continue to deliver the service you are used to, and watch out for more new software features!

Tasking capability

Reporting Reminders not configured

Thanks for that honest review Marthie! I'm pleased to say that we are working on all of the issues you have raised, and expect to address them all in our next major update in early 2017. We'll get you to update your review at that time!

SupaCMDB is highly customisable, configurable and scalable. Relationships can be expressed in multiple ways within and across CIs, which allows us to effectively assess the impact of changes to service. Creating views, dashboards and most reports is simple and each can be customized for individuals, roles, functions etc. Integration with key external systems (eg Jira) is possible via the supaTools API.

It can be difficult to get some of the more complex reports out of the system, although SupaTools support are always on hand to assist or create new reports if needed.

The COTS version of the application feature rich and is flexible enough to customize for company-specific requirements. The ITIL process-based, ITSM software helps us enforce our business processes and rules. It has very granular user authorization features and profiles that help us easily update, maintain and enforce our security principles. Additionally, we use the APIs to help integrate functions of the application to our other systems. Finally, the support of the SupaTools team has been outstanding. They have always accommodated our requests, and in some cases helped us make design/integration decisions that prevented issues further down the line.

The original UI looked a little dated (block images, etc...), but they have made great strides in recent updates.

As a 10 year veteran of the product I like how it aligns to IT Service Management. It is so extensible and well modelled for Service Desk and IT management under ITIL. The biggest payback is when your service desk staff "click" as to why maintaining a CMDB is the cornerstone of service delivery - and why logging calls (especially staff self-logging) is the key to managing requests.

Sometimes, I could not remember the path to change and publish some templates - this is due to the extensibility of the product and my poor memory.

The users expressed their fondness of Supatools over other Asset Management tools, because of its ease of use and functionalities. The most popular functions reported by the users is quick search and the ability to create views using multiple configuration items. As administrator, I find Supatools easy to manage with the help of Administrator and Tools & Utilities modules. There are so many areas that can be configured by the administrator, all are easy and straight forward. Most of all, the Supatools team are very responsive and will assist in any way needed.

The only con I have found in using Supatools is large reports sometimes time-out depending on network utilization.

The environment is web-based and has a lot of different automation and integration points including active directory for logins. We utilize email ingestion through our Office365 account and it works like a champ for creating tickets and responding to tickets via email. The core allows you to add, remove, change features and fields with ease. Templates are key for incidents, which you can create many of to allow customers to fill in minimal aspects of an issue while still giving you pre-populated fields for reporting and SLA needs.

With any highly customizeable system, you run the risk of making things too complicated.If you have your internal processes defined well, it makes the transition to this product very easy.

Thank you for your review Paul! And yes, as you mention it's easy to get carried away and over-complicate things with such a flexible system. Key is to keep it simple and document your own rules for use of the system.

* The support turn around time is superb. Their team are always willing to assist no matter how big or small queries are. * Instills ITIL methodologies to align to international standards * Ease of use

None, as their team are open to suggestion to product improvement.

Thank you for your review Bronwyn! We look forward to the next 5 years and will continue to deliver the support you are used to.

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Thanks for your review Mike. Like many of our customers S.A.S has helped to improve SupaTOOLS with valuable feedback, and we look forward to adding more features!

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Thank you for submitting the first review Allan! And especially thank you for offering to be a reference site for your region. We may take you up on this offer in the near future ;-)

issue easy to manage and monitor when we forget to remind. Still can be improved with specific requirement to relate with CMDB

Still confusion about priority (P1, P2...) and its response and resolution thread for replying issue should be more user-friendly and do not user notes we cannot edit existing ticket