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

[RichardHaslam]

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.

[UKVIKING]

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

[RichardHaslam]

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

[UKVIKING]

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