ServiceDesk tool comparison

[redman1]

Hi all,

I was asked to find a SD tool for our company (about 200 users).
System should cover primarily Incident management and CMDB and then Change + Problem + Service Level management.

As first step, I was looking for some open-source solution, but found only Helpdesk tools like OTRS or OneOrZero. There are not covering areas we want.

So then I was looking for commercial solutions and found couple of them like IHLP, Altiris ServiceDesk, LANDesk, ManageEngine ServiceDesk Plus, NetHelpDesk proffesional.

I think, huge solution like HP ServiceDesk or BMC Remedy is too expensive.
Could anybody help me to find the best solution?. Do you know some other system?

Thanks
Jiri Cerveny

[lkass]

Hi Jiri,

I am not an expert here, but there is another open source solution called Request Tracker (RT) that gets a lot of buzz. My exposure to it has been minimal, but it appears to require a lot of programming to customize. Might be worth a look.

I have also looked at HelpStar, which is relatively inexpensive. It allows you to create business rules for routing and approvals but again requires customization because it is not sold as a tool that supports change and problem management in an ITIL-like fashion.

I will be watching your responses to see if anyone has any better recommendations and please let me know if you looked at HelpStar.

Best,

lisa

[Guerino1]

Hello Jiri,

If you're looking for a far more affordable solution that covers a large area of ITIL, feel free to take a look at our KnowIT platform. It's web-based and fully hosted, using a Software-as-a-Service (SaaS) provisioning model.

I hope you find it useful.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL