For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
The Itil Community Forum: Forums
ITIL :: View topic - Serena, Axios, and HP/Peregrine
Posted: Thu Sep 28, 2006 12:31 am Post subject: Serena, Axios, and HP/Peregrine
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?
Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Thu Sep 28, 2006 4:30 am Post subject:
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.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
