Professional Documents
Culture Documents
Installation
SM 2010 requires some pretty beefy
Pre-installation hardware requirements hardware.
Pre-installation requirements (patches, SM 2010 makes this very easy during the
supporting coding language updates, etc.) install process.
Post-Installation Configuration
The Object-oriented approach vs the web
Templates HTML form is so much easier.
The ability to create any Task and have it as
part of the selections OUTSIDE an incident
Changing the Commands is great. SM 2010 can easily create a lot of
tailored functionality.
Altiris
Activity 6.0.6074 SM 2010 Comments
(SP 3)
Workflows
Provide ability to automatically route call
tickets and/or work orders to appropriate It’s easier and there’s much more capability.
departments.
Support automatic work escalation based
Both products do a great job, but SM 2010
on user-defined rules, time limits,
has so much more capability.
priorities or other criteria.
Support user-defined data elements and And it doesn’t require a visit from a
decision criteria for the automatic creation of consultant/contractor to do this. We can
tasks, call tickets and work orders. handle it all “in-house.”
Support Case-Based Reasoning (CBR) that Sure, but you’ll need a developer’s help.
uses past occurrences stored in a database to
Since we have .NET developers in house,
identify possible solutions for problem this is much easier for us to complete.
resolution.
Support automatic triggers for equipment Although I haven’t started this yet, I feel
and software component warranty terms and confident I’ll be able to quickly achieve this
Unknown
conditions. in SM 2010, with additional System Center
systems.
Altiris
Activity 6.0.6074 SM 2010 Comments
(SP 3)
Reporting
I’ll complete this at a later date.
Print report of response times from open to
close of ticket.
Provide standard management
reports and graphs to monitor issues,
backlog, and performance statistics. To be evaluated.
Altiris
Activity 6.0.6074 SM 2010 Comments
(SP 3)
Knowledgebase
Provide a knowledge database containing
solutions for software installation and use, Really like how you can instantly associated
hardware issues, printing, networking, KB’s with configuration items.
product maintenance, etc.
Support integration with and use of How cool would it be if either company built
commercially available third-party a community-based WIKI that interfaced
knowledge databases. with each product?
Inventory
Provide ability to track equipment ownership Tighter integration with the base product,
and service history. but it requires a third-party add-on. Altiris
has this as an add-on, too, so both will cost
you extra.
Provide ability to e-mail purchase orders The capability is there, but you’ll have to
directly to vendors. code it. That shouldn’t be too difficult, since
we use Dynamics GP and interfacing with
other MS products is possible.
Altiris
Activity 6.0.6074 SM 2010 Comments
(SP 3)
Audit
Provide ability to remotely audit and
Requires additional software, but it really is
inventory workstation hardware and robust once you do.
software components.
Provide ability to track all software products
See above.
installed on any network workstation.
Automatically retrieve and store workstation
configuration (e.g. CPU, OS version, ROM
See above.
BIOS info, memory info, disk info, printer
info, video info, and all system devices)
Support ability to perform software licensing This should go green with new MP’s coming
audits. out this year.
Altiris
Activity 6.0.6074 SM 2010 Comments
(SP 3)
General Functions
Annoyances The dreaded Altiris “double-click” is brutal,
but SM 2010’s lack of email history isn’t
appreciated. Both systems annoy me for
their inability to handle duplicate tickets
created by email chains.
Provide ability for technicians to remotely I can’t make this green enough. SM 2010
control any workstation within the LAN, has the ability to use RDP right from the
WAN, Intranet, or across the Internet. ticket or console. No more Dameware or
LANDesk.
Support online “news” and/or status reports Very nice integration with a self-service
to keep users updated of current issues, portal. Throw in the fact that we can
situations, training, etc. interface this with our SharePoint portal, our
users keep up to speed on all of our work.
Support entry and maintenance of Service Both systems allow me to build SLA support
Level Agreements (SLA). into the process, but SM 2010 is easier and
logically makes sense.
Altiris
Activity 6.0.6074 SM 2010 Comments
(SP 3)