Posted: Fri Oct 20, 2006 2:20 am Post subject: Service Desk Tool
I'm fairly new to the ITIL industry and continually learning from everyone here in the ITIL community - which is great!
I would like to implement a new system for service desk requests into our current IT infrastructure. There is not a major flow of RFC's or service requests, as IT supports the internal staff. Currently requests are sent to a general 'IT Support' email group. One of the IT staff members will attend to the issue and insert the job into our IT tasks list. This however is not the best way to record information about the request. Nor can I process enough information from the requests and draw up reports efficiently.
A point to consider is that staff are used to sending an email to IT for support of any kind.
I would like to know if there is a stand-alone program that will run, in say the taskbar, and not through a web interface. Information about the request will be sent from the pc to a central database.
The reason for this is the ease of implementation of the system into the current IT processes as well as the disruption for a user to adjust to the new system - as it would be longer to login and fill out a form on a web interface.
Joined: Nov 01, 2004 Posts: 81 Location: Sask, Canada
Posted: Sun Oct 22, 2006 2:21 pm Post subject:
Hello, London! Here's a typically odd question from me: Does the company you work for do anything other than IT? If so, do those areas have a 'service request' process? The company I work for is not in the IT business, and has an amazing number of 'service request' processes, each developed by its own business group. Of course, now we're actually trying to use the same processes, so its definitely fun-time around here as we try to find out how each of them works and what would work the best for 'everyone', one group at a time.
Short version: look in-house and you may save yourself some grief in the long term, or you might get more resources for a new solution if your pain is shared.
/Sharon in Canada
There was a simple support tool consisting of a web interface and an embedded mysql database that requires an smtp engine.
You can create a mail account for users to send their incidents and service requests to, it can be a mailing list. Once the mail is received it is automatically entered in the support tool and a reply message is automatically generated. The support staff will have to edit the logged incident to assign a priority and work on the issue.
It was fairly easy to generate any kind of reports from this tool since it is totally customizable to the user's needs.
Something to note is that the email must be sent a specific format, depending on your customization of the interface and database fileds selection, so that the content of the email is automatically entered in the ncident details while logging the incident.
Same thing can be done for Knowledge base entries (known errors resolutions).
It was called SupportWizard, I do not know if it's still available and what kind of new features does it contain.
Since you are running a failry small operation, I think this tool is more than enough and is affordable.
Sounds like you are really enjoying putting everything together.
The company that I work for is a well established PR company based here in London. So included in the service requests, there are - as usual - other new ideas to change current infrastructures. There is no particular service request per area. The support is all general and no group is treated differently with a different service request process - as there is no need for this. I would imagine grouping the subsidery company's into different service requests groups though.
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