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: THoward
New Today: 36
New Yesterday: 49
Overall: 146065

People Online:
Visitors: 57
Members: 2
Total: 59 .

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 - ITIL Based SD Software - a choice to make - any thoughts?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

ITIL Based SD Software - a choice to make - any thoughts?

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


Joined: Nov 13, 2008
Posts: 3
Location: London NW1

PostPosted: Thu Jan 08, 2009 7:35 pm    Post subject: ITIL Based SD Software - a choice to make - any thoughts? Reply with quote

I am on the verge of implementing a new SD system and after investigation have whittled the decision down to a choice between Frontrange's ITSM and ICCM's e-service desk solutions.

I am not asking which is best or for any in depth reviews as I appreciate the devil is all in the implementation details for this type of product.

However, if any forumites have any experience of either of these products and would like to share them if only briefly I would be more than keen to hear. We are a small outfit of about 300 users with a SD of 1-2 first line, 5 further support staff and 8 developers.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Jan 08, 2009 8:09 pm    Post subject: Reply with quote

does the tool follow your process
can the tool
test the tool first
get a demo first
make sure the tool can be tweaked to fit your purpose

there are several posts about tools
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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


Joined: Nov 13, 2008
Posts: 3
Location: London NW1

PostPosted: Thu Jan 08, 2009 8:24 pm    Post subject: Reply with quote

Thanks for the assessment

In short the answer is yes, they would both do what we need (as indeed would the 3 products we decided not to pursue further) and so from that point a decision could easily be made by the flip of a coin.

I was just interested in any opinions of the products themselves as unlike many other types of software there aren't really any 'reviews' of how they work in anger or experiential accounts of them in action.

Grateful for the comments though and I will check out the tools posts
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Jan 08, 2009 8:38 pm    Post subject: Reply with quote

Richard,

any of the big tools will work well or not; but the issue should be taken into consideration

1 - while the SD tool is used first, how will the Change or config or problem piece fit with our model
2 - reporting from the tool
3 - sla / ola controls etc
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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.