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ITIL :: View topic - Serena, Axios, and HP/Peregrine
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Serena, Axios, and HP/Peregrine

 
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Chris_BC
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Newbie


Joined: Sep 27, 2006
Posts: 1

PostPosted: Thu Sep 28, 2006 12:31 am    Post subject: Serena, Axios, and HP/Peregrine Reply with quote

I'm interested in speaking with any users of Serena TeamTrack, Axios Assyst, or HP Service Center / Peregrine to get more information from your point of view.

Are you satisfied with the product and support?
Which modules are you using?
Can you use their web interfaces for all non-admin activity?


Thanks!

Chris
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m_croon
Senior Itiler


Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Thu Sep 28, 2006 4:30 am    Post subject: Reply with quote

Hi Chris,

I have experience with both Assyst and HP Service Desk. As far as web interfacing is concerned, I have limited experience with the HP product. I know that if you allow customers to use the HP webinterface, it will give you a great admin burden as you will need to maintain a rather large folder-structure within the application.

Generally speaking, both tools have pro's and cons. Assyst has a good structure to link service levels to products/CI's/locations. The way to construct automated workflows as I know it is a bit complex. HP Service Desk has an easier way of constructing workflows. It lacks Assyst's rigid (yet usefull) structure of customer organisation-admin. Also, there are quite soms tabels within HP SD that you can only mutate with administrator rights.
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