# Edition Comparison Matrix

## General

### Customer Management

| Feature | Availability |
|---|---|
| Manage Customers | ✓ |
| Manage sites per customer | ✓ |
| Multi-Technician Support | ✗ |
| Role Based Access Control | ✗ |
| Multi Factor Authentication | ✗ |
| SAML Authentication | ✗ |

## Helpdesk module

### General

| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| Helpdesk Management | ✓ | ✓ | ✓ |
| Basic Billings | ✓ | ✓ | ✓ |
| Automatic email to ticket conversion | ✓ | ✓ | ✓ |
| Self-Service Portal | ✓ | ✓ | ✓ |
| API | ✓ | ✓ | ✓ |

### Automation

| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| SLA management | ✓ | ✓ | ✓ |
| Business rules | ✓ | ✓ | ✓ |
| Request life cycle | ✓ | ✓ | ✓ |
| Technician auto-assign (round robin, load balancing, or Zia) | ✓ | ✓ | ✓ |
| Schedules | ✗ | ✗ | ✓ |
| Preventive maintenance tasks | ✓ | ✓ | ✓ |
| Notification rules | ✓ | ✓ | ✓ |
| Custom actions | ✗ | ✗ | ✓ |
| Closure rules | ✓ | ✓ | ✓ |
| Custom triggers | ✓ | ✓ | ✓ |

### IT Asset Management

| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| Automatic asset discovery (Windows, network, and remote) | ✗ | ✓ | ✓ |
| Hardware and software asset inventory | ✗ | ✓ | ✓ |
| Asset life cycle | ✗ | ✓ | ✓ |
| SCCM integration | ✗ | ✓ | ✓ |
| Attended remote support (free for up to one concurrent session) | ✓ | ✓ | ✓ |
| Unattended remote access | ✗ | ✓* | ✓* |
| Software license management and compliance | ✗ | ✓ | ✓ |
| Asset workflow editor | ✗ | ✓ | ✓ |

### CMDB

| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| Relationship mapping | ✗ | ✓* | ✓ |
| Business views | ✗ | ✓* | ✓ |
| Association with ITAM and other ITSM practices | ✗ | ✓* | ✓ |

### Reporting

| Feature | Standard | Professional | Enterprise |
|---|---|---|---|
| Default canned reports | ✓ | ✓ | ✓ |
| Tabular or matrix reports | ✓ | ✓ | ✓ |
| Analysis reports | ✓ | ✓ | ✓ |
| Summary reports | ✗ | ✓ | ✓ |
| Audit reports | ✗ | ✓ | ✓ |
| Schedule reports | ✓ | ✓ | ✓ |

## Endpoints module

### Patch Management

| Feature | Professional | Enterprise |
|---|---|---|
| Automated Patch Management | ✓ | ✓ |
| Patch management for third-party applications | ✓ | ✓ |
| Service pack deployment | ✓ | ✓ |
| Patch management for Windows drivers and BIOS | ✗ | ✓ |
| Patch management for server applications | ✓ | ✓ |
| Antivirus definition updates | ✗ | ✓ |
| Test and Approve Patches | ✗ | ✓ |

### Software Deployment (Not supported for Linux OS)

| Feature | Professional | Enterprise |
|---|---|---|
| Install and uninstall free and commercial software | ✓ | ✓ |
| Self service portal | ✗ | ✓ |
| 10000+ Pre-defined Templates | ✓ | ✓ |
| Automatically update software templates | ✓ | ✓ |

### Remote Control

| Feature | Professional | Enterprise |
|---|---|---|
| HIPAA and PCI compliant Remote Control | ✓ | ✓ |
| Integrated file sharing tool | ✓ | ✓ |
| Built-in communication channels (Text based chat) | ✓ | ✓ |
| Record remote sessions | ✗ | ✓ |
| Collaborative troubleshooting | ✓ | ✓ |
| Shadow users | ✓ | ✓ |
| Blacken end user's monitor | ✓ | ✓ |
| Multi-monitor support | ✓ | ✓ |
| Audit session details | ✓ | ✓ |

## Server and Network Monitoring module

### General

| Feature | Availability |
|---|---|
| Alerts | ✓ |
| Forecasts | ✓ |
| Anomaly detection | ✓ |
| IT automation | ✓ |

### Infrastructure Monitoring

| Feature | Availability |
|---|---|
| Server monitoring | ✓ |
| Guest OS monitoring | ✓ |
| Standard events and metrics | ✓ |
| Process, service, and resource check monitoring | ✓ |
| Infrastructure events | ✓ |
| Event log and syslog monitoring | ✓ |
| VMware monitoring | ✓ |
| Nutanix monitoring | ✓ |
| Hyper-V monitoring | ✓ |
| Docker monitoring | ✓ |
| Kubernetes monitoring | ✓ |

### Network Monitoring

| Feature | Availability |
|---|---|
| Over 15,000 device templates | ✓ |
| Network mapping (Topology, Layer 2, and Layer 3) | ✓ |
| SNMP traps | ✓ |
| Custom performance counters | ✓ |
| High availability poller | ✓ |
| NCM: firmware vulnerability management | ✓ |
| NCM: compliance | ✓ |
| Network traffic monitoring | ✓ |
| WLC and access point monitoring | ✓ |
| Cisco-Meraki monitoring | ✓ |
| VPN monitoring | ✓ |
| Cisco IPSLA-based WAN RTT and VoIP monitoring | ✓ |
| IP address management | ✓ |
| SDN and SD-WAN monitoring | ✓ |
| ShadowNetFlow Analyzer users | ✓ |

## Legend

| Symbol | Meaning |
|---|---|
| ✓ | Feature is available |
| ✗ | Feature is not available |
| ✓* | Add-on |