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Support Desk Software for ITIL-Based IT Department

Posted by ryuzaki0 on from the remaining-compliant dept.

Wasteofspace asks: "At my current workplace (local government, 250 user site) we are currently working towards achieving a more structured IT department using guidelines set by ITIL. Currently we are using a very poor call logging system running on a Lotus Domino Server, that has no tracking, incident management, problem management etc, and does not integrate into our current directory services (Novell NDS, soon to be migrating to Microsoft AD). Does anyone have any suggestions on a provider of an ITIL compliant support desk application, that is reasonably easy to use, has integration into an LDAP compliant directory service, and has self service functionality for users?"

1 of 80 comments (clear)

  1. Re:Remedy by Anonymous Coward · · Score: -1, Flamebait

    I wouldn't really recommend anything in particular, but I would most definitely recommend AGAINST remedy! We've seen dozens of rather bad solutions, and ended up with remedy - more or less because everybody else was using it anyways. It's perhaps the worst of all those we've tried. Slow, network link problems (distant DB over an OC3 and it doesn't always work...), totally counter-intuitive (all of it!) e.g. "file -> open -> control panel"? WTF? You gotta go open the file, for something that isn't one or whatever... The menus, the windows, the interface, EVERYTHING sucks. If you don't use it for a certain amount of time (I'm not a helpdesk guy, I only provide support in a hadnful of cases hence I'm forced to have an account), and you forget how the whole thing works (I'm not exactly the type of person that has problems figuring out apps usually). Also, there's a asset management part to it, but it's 100% useless in the real world (not flexible in terms of who assets are tied to and such, not nearly enough infos, etc - the whole thing is totally and completely useless!)

    If Windows Workflow Foundation had been out earlier (although the might be other decent workflow frameworks/engines), we'd have made a in-house app instead, and quite frankly it just couldn't be worse. Anyhow. I'd go with anything BUT remedy!