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ITIL :: View topic - Ticketing System Recommendations?
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Ticketing System Recommendations?

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Joined: Apr 19, 2010
Posts: 1

PostPosted: Tue Apr 20, 2010 7:09 am    Post subject: Ticketing System Recommendations? Reply with quote

I manage the service desk for an organization that provides IT services to around 5000 systems spread across ~250 separate clients. We currently use ConnectWise for our ticketing/ERP system, and I think our ticketing needs are starting to outgrow the product.

I've used some of the big ticketing systems (Remedy, Service Center, etc.), and I those are probably overkill for our company - (and we can't afford a full time staff to maintain the system).

All in all, ConnectWise doesn't fare too poorly on the incident management side, and intergrates well into our other systems, but it's missing a few key features that I'm looking for:

* Deliniation between separate ticket types - incident, change, problem, etc. And the ability to create relationships between the various tickets. (CW only has one ticket type - "service request").
* Facilitate the problem management process - particularly the ability to classify incidents (category/type/item, etc.).
* Facilitate change management

I've just started my research and will spend much time on the web reviewing the various products, but I thought I'd throw this question out there. Thanks in advance for any advice Very Happy

Thanks! [/list]
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Senior Itiler

Joined: Dec 15, 2007
Posts: 117

PostPosted: Wed Apr 21, 2010 2:40 am    Post subject: Reply with quote

Please go to double u double u dot google dor com

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

Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Thu Apr 22, 2010 2:09 am    Post subject: Reply with quote

dor com did not work for me Sad
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Joined: Jun 06, 2007
Posts: 268

PostPosted: Sat Apr 24, 2010 12:38 am    Post subject: Reply with quote

Collect the requirements, plan for the scope, create a checklist and register for the service desk show before it starts. It starts on the 28th of April.
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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Joined: May 13, 2010
Posts: 1

PostPosted: Fri May 14, 2010 2:55 am    Post subject: Reply with quote

Our company is also in the same boat. We currently have Infra version 8 however are looking into Service Now, Remedy, Altiris, etc.
Each of them allow you to do a demo.

good luck
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