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ITIL :: View topic - Use a CRM for Incident management?
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Use a CRM for Incident management?

 
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javierarcal
Senior Itiler


Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Thu Jun 22, 2006 3:26 am    Post subject: Use a CRM for Incident management? Reply with quote

Hi All,

I want to know your opinion about using a tool originally designed to be a CRM for Incident and problem management tracking?

What do you think?
I am rigth now implenting incident and problem management ITIL processes in a big customer that has just decide to avoid using a specific designed tool for Incident tracking, due to the expensive cost of licences and maintenance of that tool, but from my point of view try to customize a CRM to prepare a really "ITIL-Compliant" tool could be quite expensive also.

What is your opinion? Do you have any experience in this kinf of project? Please write to me to javier.arcal@gmail.com

Thanks
Javier
Senior ITIL COnsultant
Madrid Spain
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Fabien
Senior Itiler


Joined: Sep 27, 2005
Posts: 207

PostPosted: Mon Jul 31, 2006 1:32 pm    Post subject: Reply with quote

We abandoned the idea quickly. Few CRM system will integrate with a CMDB and that's for us a huge part of the benefits.
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BR,
Fabien Papleux

Accenture
Technology Consulting | Service Excellence
Red Badge Certified

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