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ITIL :: View topic - Use a CRM for Incident management?
Joined: May 27, 2005 Posts: 79 Location: Madrid-Spain
Posted: Thu Jun 22, 2006 3:26 am Post subject: Use a CRM for Incident management?
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
We abandoned the idea quickly. Few CRM system will integrate with a CMDB and that's for us a huge part of the benefits. _________________ BR,
Fabien Papleux
Accenture
Technology Consulting | Service Excellence
Red Badge Certified
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