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


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: Lblawfhz
New Today: 35
New Yesterday: 33
Overall: 231683

People Online:
Visitors: 70
Members: 0
Total: 70



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

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.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - ServiceDesk tool comparison
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

ServiceDesk tool comparison

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

Joined: Aug 13, 2007
Posts: 1

PostPosted: Tue Aug 14, 2007 7:19 pm    Post subject: ServiceDesk tool comparison Reply with quote

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?

Jiri Cerveny
Back to top
View user's profile

Joined: Aug 15, 2007
Posts: 3
Location: Los Angeles, CA

PostPosted: Fri Aug 17, 2007 5:21 am    Post subject: HelpStar and Request Tracker (RT) Reply with quote

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.


Back to top
View user's profile
Senior Itiler

Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Mon Aug 27, 2007 5:16 am    Post subject: Reply with quote

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
On-Demand ITIL
Back to top
View user's profile Send e-mail Visit poster's website
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

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.