Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Thu Sep 28, 2006 4:30 am Post subject:
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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