Service Request Software for Every Department?

ronnie · Newbie Joined: May 21, 2009 Posts: 5

i'm an IT manager for a small organisation and have been using a 1 user demo version of Sysaid to handle all IT service requests.

the company is happy with how IT is managed through this software and is wanting to implement similar 'Service Request / Work Request
' software to handle the service requests for each department. i.e. for accounts, HR, marketing as well as IT etc..

does anyone know of any software out there that would be suitable for this?

individual work queues per department
ability to open, close, as well as forward requests between departments
ability to create different service request categories
basic reporting
basic email notification
web interface would be a big bonus

thank you

DYbeach · Posted: Tue Nov 24, 2009 8:37 am Post subject:

Ask a few suppliers. They will swear, hand on heart that their product does all that and more Cool

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DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell

Timo · Posted: Tue Nov 24, 2009 8:42 am Post subject:

Well, they will most likely be right. This is a pretty basic functionality and most even small scale product nowadays can handle that.

ronnie · Newbie Joined: May 21, 2009 Posts: 5

i've spent a lot of time looking but haven't come across any other than the usual IT specific packages. its a small scale one i'm after, do you know of any in particular that might be worth a review?

UKVIKING · Posted: Tue Nov 24, 2009 7:40 pm Post subject:

ronnie

how small

I usually dont flog my own tools - but

www dot bluewebsoftware dot com
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

thechosenone69 · Senior Itiler Joined: Jun 06, 2007 Posts: 268

Dear Ronnie,

Let me break this down for you with an example: Lets compare an S-Class Mercedes with a nice black colored donkey. mY objective here is to go from home to work and vise versa every day. So the mercedes for example is much more expensive than the black shiny donkey and it will definitely get you there much faster with a smile on your face. Where as for the donkey it might take you hours, not to forget that it might sh** all over the place but it will still get you there.

What I'm trying to say here Ronnie, that there are alot of softwares out there. As you mentioned Sysaid is one of them and they all do the basic requirements that you asked for. But the difference is that some of them are really expensive, others are very complex some of them are simple but might not meet your requirements.

So what I suggest is the following: write a list chosing what is desired and what is required from that software. Get your staff and teams involved, set the budget and objectives for this project then start looking for the right tool. Also dont forget that the option to develope and tailor your own tool is still available.
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.

Diarmid · Posted: Tue Nov 24, 2009 8:10 pm Post subject:

thechosenone69 · Senior Itiler Joined: Jun 06, 2007 Posts: 268

Ronnie,

There is also a Service Desk show that you can attend with lots of suppliers that can provide you live demonstration on their products. This show is in London and its on the 28th & 29th of April. Just take your checklist and enjoy the tour and goodies Smile

_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.

ronnie · Newbie Joined: May 21, 2009 Posts: 5

dear chosen one, give yourself a break.

"workflow software".. this gives much better results than the search strings i've been using, thank you.

ronnie · Newbie Joined: May 21, 2009 Posts: 5

thanks viking i'll check `it out

Diarmid · Posted: Wed Nov 25, 2009 3:47 am Post subject:

ronnie · Newbie Joined: May 21, 2009 Posts: 5

Diarmid · Posted: Wed Nov 25, 2009 7:31 pm Post subject:

I guess I should drop the irony.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

Timo · Posted: Thu Nov 26, 2009 4:33 am Post subject:

Sounds like it.

thechosenone69 · Senior Itiler Joined: Jun 06, 2007 Posts: 268

I just gave you a flashy advice mate. Just in a different flavor. I could probly list to you more than 50 work flow softwares and none of those might match your needs. So get your list and check the website that UK gave you or go to the show, they will be amazed of the amount of good softwares in there.

Regards,

TCO
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.


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