When you say Service Management tool, do you mean "a tool with which to support all our ITIL processes" or are you specifically looking for something to address Service Management, the concept?
I used to do integrations for SDE back when it was called Magic. Its not a bad tool at all, but the idea of Services hasn't been incorporated full force yet. I've also used HP's OVSD 4.5 and 5.1 and while they have what appears to be cool Service Management features, the applications are complete nightmares in every other aspect.
A new kid on the block is Service-Now. I've only had a few hours on the demo, but it looks pretty powerful.
Thanks for your response. Yes, we are looking for a tool that supports ITIL processes. We have discounted HP's Service Management and have shortlisted to the three I mentioned but will probably exclude SDE as well because of the Services requirement.
SunView offers demos in their website, these demos are pretty good. I think the product is definitely worth taking a look. You can run it in an intranet, it is built thinking in ITIL, and you can do many customizations. As I said above, it has a few bugs which can make the usability a bit annoying, but the benefits of the product really outweigh the glitches.
We are satisfied with this product at our company.
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