Support Desk Software for ITIL-Based IT Department 80
Wasteofspace asks: "At my current workplace (local government, 250 user site) we are currently working towards achieving a more structured IT department using guidelines set by ITIL. Currently we are using a very poor call logging system running on a Lotus Domino Server, that has no tracking, incident management, problem management etc, and does not integrate into our current directory services (Novell NDS, soon to be migrating to Microsoft AD). Does anyone have any suggestions on a provider of an ITIL compliant support desk application, that is reasonably easy to use, has integration into an LDAP compliant directory service, and has self service functionality for users?"
(formerly)Peregrine (Score:5, Informative)
Re:(formerly)Peregrine (Score:3, Interesting)
Re:(formerly)Peregrine (Score:2)
Re:(formerly)Peregrine (Score:2)
Re:(formerly)Peregrine (Score:1)
Re:(formerly)Peregrine (Score:1)
Connectwise PSA (Score:2)
Suggestions (Score:2, Informative)
Frontrange HEAT
Remedy
Footprints
Re:Suggestions (Score:1)
Richmond (Score:2)
HPOVSD (Score:4, Informative)
Re:HPOVSD (Score:2)
Re:HPOVSD (Score:1)
Of course if you modified since, that will be lost, so put it into copy/paste.
This merge problem only happens to me when I create myself a ticket. So, create ticket, save, press F5. Problem solved.
Re: (Score:2)
HP's ServiceCenter (formerly Peregrine)... (Score:2, Interesting)
Re:HP's ServiceCenter (formerly Peregrine)... (Score:1)
Re:Remedy (Score:1)
Re:Remedy (Score:2)
You use only proprietary software (Score:2, Insightful)
Keep in mind, when you evaluate things like HP openview/SMARTS InCharge/... that
1) they cost > $50k up front for the software box alone
2) they require a lot of consultancy to get running (ie they're not going to be operational tomorrow, and it's going to cost you)
3) you can't save money on them, as that would mean leaving problems lying around unfixed
4) you become dependent on one partner (as there is a BIG cost a
$50k + 1 yr.? I think not (Score:2)
Also, $50k salary != $50k cost. You forgot Social Security, Health Insurance, HR overhead, etc.
SirWired
Re:$50k + 1 yr.? I think not (Score:1)
Re:$50k + 1 yr.? I think not (Score:2)
Re:$50k + 1 yr.? I think not (Score:2)
Re:You use only proprietary software (Score:1)
If the requirements aren't very high, a good freelancer could do it pretty easy. If not, a freelancer could cust
Assyst (Score:2)
Efecte (Score:4, Informative)
Buzzword compliancy (Score:4, Insightful)
btw, there's a difference between -1, Vulgar, and -1, Troll. But most of you mods won't understand that.
Re:Buzzword compliancy (Score:2)
Re:Buzzword compliancy (Score:2)
Re:Buzzword compliancy (Score:2)
AdventNet ServiceDesk Plus (Score:2)
GWI Software (Score:2, Informative)
Have a look at Infra enterprize (Score:4, Informative)
I like it, should work for an organization like yours.
http://www.infra.be/ [infra.be]
http://www.infraenterprise.nl/ [infraenterprise.nl]
http://www.infra.co.uk/ [infra.co.uk]
http://www.infra-corp.com/ [infra-corp.com]
Re:Have a look at Infra enterprize (Score:1, Informative)
Firstly; and this is a common sentiment, it depends on the implementation and infrastructure. We had it running over a 2Mb WAN link, and it was unusable at times.
Second; it needs to work out of the box for you. I've heard it can be quite expensive to get basic changes done.
Third; it is a Windows-only deal (or at least the version I used is/was). Yes, it has Web Access, but it is an Active-X delivered EXE file. So no Linux access (we go
Re:Have a look at Infra enterprize (Score:1)
What I like about it is that you get a lot of stuff out of the box, and the basic level of customization you don't need too much help with. From tehre it can be more expensive, true, but I find it not more expensive than for other tools.
Since the OP mentioned a small-medium size organzation (250 users), I think it could be a good fit.
Avalon Management Suite (Score:2, Informative)
I'm only now looking into what ITIL is, but I'm pretty sure it supports that. Beyond that, it supports the LDAP requirement, it's easy to use, and it has a client login system. We've been very happy with it.
MAX (Score:2, Informative)
Marval (Score:2)
Wrong Question (Score:5, Informative)
It is not possible to certify an organization or a management system as "ITIL-compliant,"
Individuals can be "ITIL" certified, but a software package cannot be ITIL compliant/certified/blessed.
Also, seeking a help desk package does little to implement ITIL goals as you must manage all aspects of IT Service to gain the benefits of the ITIL method. You can just take one part and hope it gives you all the benefits. You have to have all the major bases covered: (Configuration management, service level management, etc, etc, etc.)
You might be better off jumping in head first to get all the benefits. At least that is the preaching of the ITIL literature.
Re:Wrong Question (Score:2)
Build a real Domino app (Score:2)
TechExcel HelpDesk (Score:2, Informative)
Here's a link - TechExcel HelpDesk [techexcel.com]
RT (Score:2)
Whatever features it's missing, I'm sure they'd be happy to add for you at way less than what the above recommendations cost.
Ca ServiceDesk (Score:1)
You CAN customise ServiceDesk (as you definitely can with RT3) - but any front end changes you make in the future you will us
Re:RT (Score:1)
---------------
Hi Xxxxx,
Thanks so much for your kind words about RT. We love to hear when it
has been useful for folks.
While we very much want RT to be a tool that helps organizations be
ITIL compliant, we're not currently planning to go down the road of
forcing a default RT installation to fully push ITIL processes on end-
users or of paying Pink Elephant for ITIL certification. We
currently have the ITIL spec in the files for RT and we are very
happy to
Request Tracker (Score:2, Interesting)
WebHelpDesk (Score:2)
NOT WebMethods (Score:1)
Actually, that is a misnomer. It implies that you can use webMethods and that you can actually get it to work (without spending excessive amounts of cash getting it functioning - let alone processing a few million transactions).
Re:Why not use a wiki? (Score:3, Interesting)
Cerberus Helpdesk (Score:1)
Quantum (Score:1)
anyone try altiris's solutions (Score:1)
philo
Re:anyone try altiris's solutions (Score:1)
Re:anyone try altiris's solutions (Score:1)
SupportWorks perhaps? (Score:1)
Re:SupportWorks perhaps? (Score:1)
RTFQ posters... (Score:2, Interesting)
- First: there's no such thing as a ITIL compliant software package. ITIL is not a standard it's a collection of best practices.
- Second: The FQ (f**cking question) says 250 users and local government. That scream we're broke from the beginning.
And all I see here are proposal for some crappy $50k packages (Openview, remedy), requiring at least the same in consulting to
Re:RTFQ posters... (Score:1)
The burning question -- when I reach some call center in India that cannot resolve my issue in 10 minutes, am I going to be able to tell that they subscribe to the ITIL philosophy? Am I really going to care whether they do, and is the company outsourcing to this call center really going to care about those internal practices either?
A good domino (and non-domino) option (Score:1)
ITIL Support Desk solution (Score:1)
Where I used to work... (Score:1)
Check out ITSM by Front Range Solutions (Score:1)
ITIL Helpdesk solution (Score:1)