Posted: Tue Apr 20, 2010 7:09 am Post subject: Ticketing System Recommendations?
I manage the service desk for an organization that provides IT services to around 5000 systems spread across ~250 separate clients. We currently use ConnectWise for our ticketing/ERP system, and I think our ticketing needs are starting to outgrow the product.
I've used some of the big ticketing systems (Remedy, Service Center, etc.), and I those are probably overkill for our company - (and we can't afford a full time staff to maintain the system).
All in all, ConnectWise doesn't fare too poorly on the incident management side, and intergrates well into our other systems, but it's missing a few key features that I'm looking for:
* Deliniation between separate ticket types - incident, change, problem, etc. And the ability to create relationships between the various tickets. (CW only has one ticket type - "service request").
* Facilitate the problem management process - particularly the ability to classify incidents (category/type/item, etc.).
* Facilitate change management
I've just started my research and will spend much time on the web reviewing the various products, but I thought I'd throw this question out there. Thanks in advance for any advice
Collect the requirements, plan for the scope, create a checklist and register for the service desk show before it starts. It starts on the 28th of April. _________________ Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.
“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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