ITIL based Service Desk application

MiraH · Newbie Joined: Mar 04, 2010 Posts: 5 Location: Prague

I seek for new ITIL based Service Desk application. Any suggestion , positive or negative experience?

In case you are the supplier, feel free to contact me for the "Request for Proposal" document.

UKVIKING · Posted: Wed Mar 17, 2010 3:24 am Post subject:

MiraH

ITIL is best practice. therefore there really is no such thing as ITIL ... tools

You should look instead to seeing how easy the tool is to match your processes and can be modified as required
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

Diarmid · Posted: Wed Mar 17, 2010 4:44 am Post subject:

MiraH,

if you want to build an effective service management system, you cannot afford to believe a word we say about the quality, good or bad, of any tools. You have to evaluate products against your requirement and we do not know what your requirements are.
_________________
"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

DYbeach · Posted: Wed Mar 17, 2010 8:44 am Post subject:

Hi Mira,

the above two posters are exactly right.

It is infinitely more important to have your policy and processes defined.

You have to understand what you are doing and why.

I'm not saying that tool selection is easy, but if you have the picture in your mind of what your practices are and the rationales for them, finding something that you can live with and aligns with those practices will be much, much simpler.

And you will not be as easily swayed by the bright, shiny demoes
_________________
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

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

Adding to the other posts.

Get a pen and a paper and start writing a checklist of what you require from that tool, then pass that list to other teams in your company (IT and non-IT) to add their input, give it to the management, customers, users etc. its very key that you get all of their requirement and desires before you start selecting a tool.
_________________
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.

DYbeach · Posted: Wed Mar 17, 2010 6:57 pm Post subject:

Well, Mira, let no-one say that this forum is unhelpful.

You have just received some great advice, and all for free.

Have fun!
_________________
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

UKVIKING · Posted: Wed Mar 17, 2010 7:35 pm Post subject:

I will have to differ DYBeach

I am not no-one and this forum is unhelpful

.....

sorry could not resist

It is like the Spanish Inquisition
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

DYbeach · Posted: Wed Mar 17, 2010 8:11 pm Post subject:

No-one expected the Spanish Inquisition! Twisted Evil

_________________
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

Diarmid · Posted: Wed Mar 17, 2010 8:28 pm Post subject:

Ahh!

The old ones are the best Rolling Eyes

_________________
"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

DYbeach · Posted: Wed Mar 17, 2010 8:36 pm Post subject:

I resemble that remark! Laughing

_________________
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

viv121 · Senior Itiler Joined: Dec 15, 2007 Posts: 112

Mirah, Buddy, are you aware that you might be spamming in this forum?
_________________
regards,

Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill

TomOzITIL_2 · Senior Itiler Joined: May 14, 2009 Posts: 128

go and buy a book called "Owning ITIL", written by the IT Skeptic - Rob England. It includes 17 realistic recommendations.

Plus some good humour.

#1 thing is to be very very wary of what toolset vendors say.

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

they say alot dont they? I remember when I went to the Service Desk Show I went fullt armored, lots of aspirin and Pandol in pockets
_________________
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.

UKVIKING · Posted: Wed Apr 21, 2010 11:45 pm Post subject:

Lisa

This forum does not allow LINKS at all

ITIL ADMIN: can you edit ?
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

ITILadmin · Senior Itiler Joined: Oct 19, 2004 Posts: 163

Thanks for the heads up. All her posts have been deleted.


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