Tool Opinion - HP vs CA

[kwinston]

Having used a few of the tools listed in the above posts, I would strongly suggest looking into each vendor's technical support offerings. What are the SLA's they are advertising for support when you come across a bug? What avenues are available for support with using more advanced functionality?

Lack of attentiveness and major delays in support can in turn jeopardize the support you provide to your customers.

[OzoneLayer]

I have a concern about Magic
How do you go about applying changes to a dev environment and then to production?
I come from a HEAT world where you can "save" your custominzations on an edit set that can be applied to dev and then applied to prod after testing and approvals. It is called an edit set.

In Magic, you would need to repeat the whole job on each instance?
That would be horrrible an definitively not very compliant, or at least high risk

Any advice is appreciated

[ajmond]

Dear all
1. I'm state on finding tools for service support, Anyone who experienced on tools please advice.
2. what the module should implement first between Service desk (Cover incident and problem) and CMDB(in configuration process concentrate on critical service).

[m_croon]

Google on 'toolselector' and use their website to have a look at the different tools that are available.

[Doober]

Specific to the original question, I "grew up" in the industry working with Heat and Magic. My current employer users HP's OVSD 5.1. Or as we call it "Service Death". Its a nightmare (add whatever vulgar adjectives you wish). You'll never be as hamstrung in working with a tool than with OVSD. If its not crashing on you, or forcing you to wait 10 - 60 seconds per click, then its features are failing every expectation you ever had. I can't even begin to count the lost productivity its cost us.