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ITIL :: View topic - ServiceDesk tool comparison
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ServiceDesk tool comparison

 
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redman1
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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?

Thanks
Jiri Cerveny
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lkass
Newbie
Newbie


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.

Best,

lisa
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Guerino1
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
TraverseIT
On-Demand ITIL
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