Looking for an ITIL product solution for a SME

[ereddy]

Hey everyone,

I'm currently using HEAT 8.x but I'm finding that it's not meeting my needs. I'm looking to find a product suite that is ITIL certified but geared towards Small and Medium sized enterprises. HEAT is great as a simple cookie cutter type of service desk tool, but it's poorly support outside the organization (try and find a turn-key document on SLA )

I know BMC has a 'magic' version, and so does Front Range. I'm looking for a product that has lot of support, both from the organization, and outside. As a former Remedy developer, I'm looking for a malleable product that will do help desk, CMDB, problem management, SLA, or the entire ITIL infrastructure suite.

IF you know of any, please drop me a line! I'm anxious to get my current system replaced before it gives me ulcers.

[rjp]

Hi ereddy, (I am a former Remedy developer too),

You might like to take a look at the solution from Service-Now.

They have a demo at service-now<dot>com<slash>demo. The home site has a lot of good info, and is surprisingly well written for a marketing site.

The difference with this one is that it is a hosted solution. I have had a look at it, but haven't deployed it.

I believe it was developed by the same guy who was CTO on the Peregrine and Remedy development projects.

I have heard that it has a very good cost structure - being hosted the entry level at total functionality is very low compared to comepetitors.

Seems to be very ITIL/ITSM focused - more so than some common solutions. As near as I can make out from playing on the demo site it's as close to an out-of-the-box useable tool as I've seen.

Can't recommend it straight out as I don't have any connection to anyone actually deploying it. Though it is hosted, it is supposed to be customisable, and they claim they support data collection and integration through auto discovery technologies. Not sure how, and I would examine these very closely if I was considering it. I would also want to be very comfortable about data security.

But if it all stacks up it might be a way for an SME to get teir 1 ITIL capabilities at less than Heat/Magic level costs.

So if you are able or willing to consider hosted solutions it is probably worth a look.

BTW: If you did go into any pre-sales with those guys I'd really appreciate some word on your toughts or impressions.

[LizGallacher]

Just a word of warning - what do you mean by ITIL Certified - because there is no such theng. You may see tools which have been "Pink Verified" but this is a scheme run by Pink Elephant - not the OGC, or ITSMF or similar. Pink Elephant compare tools to their own criteria.
"PinkVerify™ indicates that a tool meets Pink Elephant’s mandatory and integration criteria for ITIL compatibility for four of the following ITIL IT Service Support processes: Incident, Problem, Change, Configuration Management. A Service Support Enhanced certification indicates that the tool is compatible with the four core Service Support processes, plus at least one of the following: Availability, Release and/or Service Level Management.
Additional certification levels are now available for tools meeting the verification criteria for Change and Release Management (Service Deployment) or Availability and Capacity Management (Service Monitoring). "
You may feel that this is helpful - which it might well be, but it is not an offical certificaion.
_________________
Liz Gallacher,
ITIL EXPERT
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance

[Guerino1]

Hello Ereddy,

We offer an On-Demand ITIL tools platform (web browser accessible) that seems to be drumming up a lot of interest in Small to Medium sized enterprises. If you're interested, feel free to contact us through the web site and we can have someone provide you with a WebEx demo.

Regards,
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[Edited by Admin to remove link]