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Joined: Oct 26, 2007 Posts: 295 Location: Calgary, Canada
Posted: Wed Aug 13, 2008 8:48 am Post subject: Web based ITSM tools
Hi,
I am pretty sure it has been asked before (and probably more than once), but I can never figure out the search engine on this site and my searches always come up empty.
Anyway, can you folks suggest some ITSM web based solutions I can take a look at to conduct further research. I am putting a list of options for a client of ours for and would like to evaluate a few tools against their requirements.
As the most basic requirement the tools needs to be able to support and fully integrate between 5 support processes and SLM. Unfortunately cost is one of the biggest considerations for the client so functional requirements are rather an "entrepreneurial" concept and will change based on how much things cost.
Joined: Sep 16, 2006 Posts: 3260 Location: London, UK
Posted: Wed Aug 13, 2008 5:36 pm Post subject:
Timo,
why do you think this site/forum would provide that sort of information as a rule.
There are tools out there - some crap at some processes, some crap at a lot of processes, all usually require effort to make it work for you
Check HDI (help desk institute)
You first should get your processes down - policy process procedure w/o referring to any tools
Then look to a Internet search - not just a search on this web site
In addition, I am pretty sure... if you look at topic headers, there are several dozen posts / threads about tools
That being said.... remember, you get what you paid for.
If you want cheap / inexpensive tool. dont expect it to every thing you need
The only person i know who is tool centric is Frank - but that is because he heads up a tool company. He posts about ITIL and while he does reference his tool...he is not shill nor advertising - boasting maybe (grin)
Frabk may want to chip but.. if you find any of his posts - you get his web site
My co-hort and I developed web based tools - change, incident, problem, config but our 'little foray' in on hiatus as both need to work full time while we play.
Change was the first tool - we want to call it Change Request Admin Program but we are having issuing marketing the tool by the acronym
The SD tool - Problem Incident Support System - also is having marketing issues based on its acronym
The CMDB like tool - Configuration & Asset Register System - seemed like a good name but it is more a robby reliant or Mini(60s) than a Volvo
my little advertising / plug - Blue Web Software is the company but it is very inactive - at the moment.
You need to make sure what ever you do that the tool matches the documented processes (80% ) not the other way round _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Thu Aug 14, 2008 5:06 am Post subject: Re: Web based ITSM tools
Timo wrote:
but I can never figure out the search engine on this site and my searches always come up empty.
Hi Timo,
The same happened to me, untill I found that there are in effect 2 search options on the forum, one to be chosen in the left column of the screen (underneath Modules), and one in the forum.
The first one obviously returns no results, the second one does.
In answer to your question: I totally agree with John. In addition to his info: you might want to google for 'toolselector'. The site you'll find contains a search option (as on this forum, not quite easy to handle IMO ) and can be used for a preliminary selection (longlist / shortlist) based on broad criteria.
Joined: Oct 26, 2007 Posts: 295 Location: Calgary, Canada
Posted: Thu Aug 14, 2008 5:34 am Post subject:
UKVIKING wrote:
You need to make sure what ever you do that the tool matches the documented processes (80% ) not the other way round
Thanks for reply, John. Believe me, you are preaching to the converted here. The selection options I am looking at are for a client and after 2 months of negotiations, discussions, politics, and hitting head against the wall - we need to know the tool before the processes are defined. That's the current state and this is what I have to work with.
Joined: Oct 26, 2007 Posts: 295 Location: Calgary, Canada
Posted: Thu Aug 14, 2008 5:37 am Post subject: Re: Web based ITSM tools
m_croon wrote:
Timo wrote:
but I can never figure out the search engine on this site and my searches always come up empty.
In answer to your question: I totally agree with John. In addition to his info: you might want to google for 'toolselector'. The site you'll find contains a search option (as on this forum, not quite easy to handle IMO ) and can be used for a preliminary selection (longlist / shortlist) based on broad criteria.
Thanks for reply, John. Believe me, you are preaching to the converted here. The selection options I am looking at are for a client and after 2 months of negotiations, discussions, politics, and hitting head against the wall - we need to know the tool before the processes are defined. That's the current state and this is what I have to work with.
Makes perfect sense. I can see why you'd want to talk with people experienced in rolling out multiple tools. The problem with reality is the sales side of many vendors just don't know their tools. Barring that they'll look you straight in the eye and lie to you about the tool's capability. With so many voices out there saying "oh yeah, our tool does that process" one can't be blamed for seeking the advice of people who have "been there, done that" with many of the tools out there, and don't let anyone beat you up about it.
If you're still looking for specific vendors, a nice up and comer is Service Now. They've rebuilt their tool from scratch (unlike most vendors today still chained to decades old design concepts and databases). You needn't take it from me though. They can get you your own demo system in less than a business day, and you can see for yourself how flexible and maleable it is.
Joined: Oct 13, 2006 Posts: 116 Location: South Africa
Posted: Tue Sep 16, 2008 2:22 am Post subject: Re: Web based ITSM tools
m_croon wrote:
Timo wrote:
but I can never figure out the search engine on this site and my searches always come up empty.
The same happened to me, untill I found that there are in effect 2 search options on the forum, one to be chosen in the left column of the screen (underneath Modules), and one in the forum.
The first one obviously returns no results, the second one does.
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) and can be used for a preliminary selection (longlist / shortlist) based on broad criteria.
