Itilium

Itilium is an online service developed as a Service Desk.

It is designed to automate the processes of managing requests and IT support services (ITSM). It provides solutions for organizations working with the “1C:Enterprise” 8.2 and 8.3 platforms.

For everyone aiming to improve IT management processes and enhance the quality of services provided.

Service features

The service offers numerous features. We will review “Itilium” and focus on the most important ones.

ServiceDesk (help desk)

This is one of the main modules of “Itilium,” necessary for effective management of user requests. It handles the registration, monitoring, and resolution of incidents, requests, and user problems.

With this module, support teams can quickly respond to user requests, ensuring a high level of service and customer satisfaction.

Service level and SLA management

This module allows organizations to define and monitor service levels for different categories of users and types of services.

SLAs (Service Level Agreements) are set up here, enabling effective management of customer expectations and ensuring commitments are met, thus increasing customer satisfaction.

Asset and configuration management

The asset and configuration management module allows for the inventory of IT assets and their configurations, including software and hardware.

It enables tracking changes, managing equipment and software inventory, controlling licenses, and conducting data backup to ensure information security.

Knowledge base

The knowledge base in “Itilium” contains a wide range of information, including FAQs, troubleshooting instructions, user guides, and other useful materials.

Support staff can quickly find the necessary information and increase their productivity.

Release and change management

The release and change management module allows planning and controlling the processes of implementing changes and releases in an organization’s information systems.

It helps to reduce risks and unexpected consequences of changes, ensuring the stability of the IT infrastructure.

Service benefits

Improved service quality

“Itilium” allows organizations to significantly improve the quality of customer service. It provides prompt response to requests, strict SLA control, and access to a detailed knowledge base.

Effective resource management

The service enables organizations to optimize the use of IT resources and assets, manage costs and expenses, control licenses, and ensure secure data backup.

Increased employee productivity

Automating processes and using response templates significantly increase the efficiency of support work. It reduces response time to customer requests and increases user satisfaction.

Безопасность и соответствие

“Itilium” ensures reliable data protection, compliance with the requirements of Russian security legislation, providing clients with peace of mind and confidence in the security of their information.

Flexibility and scalability

The platform offers flexible settings and integration capabilities with other systems, allowing it to be adapted to specific needs and expand functionality according to business requirements.

“Itilium” is a tool for organizations aiming to provide effective IT service management and high-quality customer service.

Thanks to a wide range of functions, including ServiceDesk, asset and configuration management, a knowledge base, and more, the service automates key processes and enhances employee productivity.

Data security, compliance with legislative requirements, and flexible settings make “Itilium” the ideal choice for various organizations.

Reliable technical support and continuous service development ensure comfortable use and effective problem-solving in IT management.

What users often scold about Itilium

Overloaded interface

Users often highlight the overloaded interface as a major downside of the service. They note that an excess of information and functional elements makes working with Itilium inconvenient and complicates navigation.

As one review states, the “overloaded interface” leads to difficulties in “removing any junk from it.”

Complex manuals (akin to 1C)

Another drawback noted by users is the complexity of manuals and documentation, which makes the process of learning and implementing the system challenging.

They compare the learning difficulty with experiences using “1C” software.

Expensive training courses

Users also point out the high cost of training courses, which makes the learning process additionally unpleasant and costly.

Closed technical support forum

Another negative aspect is the existence of a closed technical support forum, which limits user access to necessary help and problem resolution.

Complex implementation

Users express disappointment with the complexity of implementing the system, even with a sufficient number of programmers and technical specialists in the company. This makes the system’s broad capabilities useless due to the difficulty of implementation.

“The system has great capabilities, but what difference does it make what the system can do if it’s hard to implement?”

What users often praise about Itilium

Reliability and stability

Users highly rate the reliability and stability of the service. They note the absence of lags and crashes, indicating the quality of the software and the reliability of the system.

“The program works quickly and stably. No lags or hanging.”

Functionality

Users acknowledge the wide functionality of the service, considering it sufficient for organizing the business processes of companies of any size.

“Very broad functionality. I think it’s possible to lay out the business processes of a company of any size in Itilium.”

Ease of use

Despite noted difficulties at the start, users mention that the interface becomes understandable after some time of use. This indicates that the service becomes convenient to use after overcoming the initial learning curve.

“Some users may have problems with the interface. But it’s only at first. It’s a matter of habit.”

Percentage of reviews

From the reviews presented, it is noted that positive reviews outnumber the negative ones. More than 60% of reviews contain positive comments, while negative reviews make up less than 40%.

This indicates that, despite some issues, users generally rate the service positively. However, it should be noted that negative aspects, such as the overloaded interface and complexity of implementation, may negatively affect the user experience of the service.