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The Itil Community Forum: Forums

ITIL :: View topic - ITIL based Service Desk application
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ITIL based Service Desk application

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

PostPosted: Wed Mar 17, 2010 3:05 am    Post subject: ITIL based Service Desk application Reply with quote

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.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Wed Mar 17, 2010 3:24 am    Post subject: Reply with quote

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
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Mar 17, 2010 4:44 am    Post subject: Reply with quote

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
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DYbeach
Senior Itiler


Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Wed Mar 17, 2010 8:44 am    Post subject: Reply with quote

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
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thechosenone69
Senior Itiler


Joined: Jun 06, 2007
Posts: 268

PostPosted: Wed Mar 17, 2010 6:41 pm    Post subject: Reply with quote

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.
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DYbeach
Senior Itiler


Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Wed Mar 17, 2010 6:57 pm    Post subject: Reply with quote

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

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

Have fun!
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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
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Wed Mar 17, 2010 7:35 pm    Post subject: Reply with quote

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
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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DYbeach
Senior Itiler


Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Wed Mar 17, 2010 8:11 pm    Post subject: Reply with quote

No-one expected the Spanish Inquisition! Twisted Evil
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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
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Mar 17, 2010 8:28 pm    Post subject: Reply with quote

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
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DYbeach
Senior Itiler


Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Wed Mar 17, 2010 8:36 pm    Post subject: Reply with quote

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
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 112

PostPosted: Fri Mar 19, 2010 4:59 pm    Post subject: Reply with quote

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

Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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TomOzITIL_2
Senior Itiler


Joined: May 14, 2009
Posts: 128

PostPosted: Mon Mar 22, 2010 4:02 pm    Post subject: Reply with quote

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.
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thechosenone69
Senior Itiler


Joined: Jun 06, 2007
Posts: 268

PostPosted: Mon Mar 22, 2010 11:41 pm    Post subject: Reply with quote

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.
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Wed Apr 21, 2010 11:45 pm    Post subject: Reply with quote

Lisa

This forum does not allow LINKS at all

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

Change Management is POWER & CONTROL. /....evil laughter
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ITILadmin
Senior Itiler


Joined: Oct 19, 2004
Posts: 165

PostPosted: Thu Apr 22, 2010 3:58 am    Post subject: Reply with quote

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