Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: ALovejoy
New Today: 1
New Yesterday: 72
Overall: 131833

People Online:
Visitors: 43
Members: 2
Total: 45 .

Languages
Select Interface Language:


Major ITIL Portals
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

Related Resources
Service related resources
Service Level Agreement
Outsourcing

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 - Altiris Helpdesk vs CA Service Desk
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Altiris Helpdesk vs CA Service Desk

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
rockon
Newbie
Newbie


Joined: Feb 22, 2007
Posts: 13

PostPosted: Fri Feb 23, 2007 3:55 am    Post subject: Altiris Helpdesk vs CA Service Desk Reply with quote

Hi,
I wonder if anyone has recent experience with both or either. I know both are ITIL compliant to a degree but not sure what is lacking in each. I found a previous thread said Altiris is not very friendly and reporting is hard. Is it still true? We have Altiris for software push now and CA v.6 for helpdesk software. We want to revamp the helpdesk software to be more ITIL complaint and be able do better workflow. It will be nice to use Altiri to have the CMDB info built into the tracking software but not sure it will also limit ourself because of lacking other features. Thank you for any input.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3261
Location: London, UK

PostPosted: Fri Feb 23, 2007 7:04 am    Post subject: Reply with quote

A tool is never ITIL compliant. Aint no such animal.

ITIL is a people process.

The tool may be designed to follow what the developer/software house deems is the appropriate process for the ITL disciplines

but since people design the process to be best practice for the environment they are working at, the tool also has to be designed to fit the business not the other way round
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3261
Location: London, UK

PostPosted: Fri Feb 23, 2007 7:13 am    Post subject: Reply with quote

SIGH

I hate replying to myself

You need to scope what you want from the tool in order to benefit the business.

You need to scope what you want from a incident report, problem etc

Once you know what you want from the report, you need to say what does the tool have to to do to get that report

For example

I want to track the # of incident for the 7 services that we are providing to our customers - who do not all use all 7 services.

You would need to be able to identify the customers, the users of the customers, the services, the associated SLAs, what groups within org support what services, how you plan to describe the service in the CMDB -
and how you devolve the service

For example

The services I provide are

Foto service, email service, VOIP, web service

The foto service depends the web

the web service uses apache as the web app
the web app sits on a server farm of 10 servers
the servers are using linux on sun servers
there are giant database storage arrays for the foto server
each customer has ___ as their default storage
they allocate ___ to each user

so with that data, you would extrapolate the following

the incident tool needs to be able to identify the customer/user and what service the customer and the user have indepently
the service should indicate what groups support the service
the support grou p shoudl be tracked as to how well they do (OLAs)

etc
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
rockon
Newbie
Newbie


Joined: Feb 22, 2007
Posts: 13

PostPosted: Fri Feb 23, 2007 7:31 am    Post subject: Reply with quote

I got the picture of what you described here. Yes, implementation is important key. Maybe I didn't make it clear that I am trying to ask about the product scalability and comparison. Which is a better tool for large organization of more than 10000 employees? Which product provides more solutions and is robust. Which can easily implement and configure Incident, Problem, Change requests and workflows out of box and, also has a lot of potential to grow in the next few years. Thanks.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3261
Location: London, UK

PostPosted: Fri Feb 23, 2007 8:53 am    Post subject: Reply with quote

How much money does the company wish to spend on the product
the infrastructure etc

regardless of the size of the company, the key point is the cost of the product

I dont see a real difference between any of the tools that I have seen

like beers, soft drinks, and candy bars

each one has its own flavor

this question should be directed at the companies which produce the products

you should get a demo meeing from them and ask them the question


of course there is a product mgmt in the forum.. he wil plug his product set....

i dont know any other reps that are in here
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
DanA
Itiler


Joined: Feb 12, 2007
Posts: 27
Location: Minneapolis, MN, USA

PostPosted: Sat Feb 24, 2007 12:33 pm    Post subject: Reply with quote

rockon wrote:
Which can easily implement and configure Incident, Problem, Change requests and workflows out of box...


I don't think there is anything easily implemented and configured "out of the box", especially in a large environment like yours. We learned our lesson some time ago about deeply customizing applications, but there is still a lot of "configuration" involved in even out of the box solutions.

We are implementing CA Service Desk, but whether that is right for your company would be tough for anyone to say. It certainly is robust.

We did as the above post said. Set our requirements, contacted several companies, and had several demos.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
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

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.