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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?"

11 of 80 comments (clear)

  1. (formerly)Peregrine by dreamchaser · · Score: 4, Informative

    HP's Service Center. While I hated using it, that was more the way it was implemented in the enterprise I was in at the time. Built from the ground up for ITIL compliance.

  2. Suggestions by Anonymous Coward · · Score: 2, Informative

    Here are some programs:
    Frontrange HEAT
    Remedy
    Footprints

  3. HPOVSD by themassiah · · Score: 3, Informative

    Suggestion: HP OpenView Service Desk Has great MS ActiveDirectory integration which can be used to pre-populate tickets with user information, email conduits for setting up a "help@domain.tld" style interface and also support self-service webpages. The client is very easy to use. It also supports CI databases, problem tracking, incident tracking, etc.

    --
    - Sometimes you're the pidgeon, sometimes you're the statue.
  4. Efecte by niekko · · Score: 4, Informative

    Efecte (http://www.efecte.com/en/) is another ITIL compliant solution with different products including a help desk management software. I evaluated their asset management software a couple of years ago and found it very robust and professional. At least at that time their prices were very competitive.

  5. GWI Software by Barkmullz · · Score: 2, Informative

    I work for a local government, about the same size, and we decided on GWI Software's c.Support. It works very well and is relatively easy to get up an runnig. It meets the requirements you mentioned.

    --
    Ronald said nothing. He flung himself from the room, flung himself upon his horse, and rode madly off in all directions.
  6. Have a look at Infra enterprize by Anonymous+MadCoe · · Score: 3, Informative

    Infra is prety cool, ets you gong quickly, ITIL verified, etc...

    I like it, should work for an organization like yours.

    http://www.infra.be/
    http://www.infraenterprise.nl/
    http://www.infra.co.uk/
    http://www.infra-corp.com/

    1. Re:Have a look at Infra enterprize by Anonymous Coward · · Score: 1, Informative

      Infra isn't too bad (I've used it before), but does have some shortfalls.

      Firstly; and this is a common sentiment, it depends on the implementation and infrastructure. We had it running over a 2Mb WAN link, and it was unusable at times.

      Second; it needs to work out of the box for you. I've heard it can be quite expensive to get basic changes done.

      Third; it is a Windows-only deal (or at least the version I used is/was). Yes, it has Web Access, but it is an Active-X delivered EXE file. So no Linux access (we got it working through WINE, but was virtually unsuable). Whether this has changed in Newer versions, I'm not sure...

      I've also used HEAT, but that was a long time ago. If I recall correctly, it was fairly customisable and was easy to use, but we didn't use a lot of the functionality... It was also with a smaller company, so that may have helped :)

  7. Avalon Management Suite by GHernandez · · Score: 2, Informative
    My company uses the Avalon Management Suite. It's great to use for ticketing, scheduling, inventory, and pretty much everything else we use.

    I'm only now looking into what ITIL is, but I'm pretty sure it supports that. Beyond that, it supports the LDAP requirement, it's easy to use, and it has a client login system. We've been very happy with it.

  8. MAX by arandall · · Score: 2, Informative

    My firm uses http://www.volchok.com/max/ for most of its' IT tracking. Very nice, easy to use interface, ADS integration, excellent logging and reporting features. It does lack user self service functionality though.

  9. Wrong Question by BigDumbAnimal · · Score: 5, Informative

    From Wiki:
    It is not possible to certify an organization or a management system as "ITIL-compliant,"
    Individuals can be "ITIL" certified, but a software package cannot be ITIL compliant/certified/blessed.

    Also, seeking a help desk package does little to implement ITIL goals as you must manage all aspects of IT Service to gain the benefits of the ITIL method. You can just take one part and hope it gives you all the benefits. You have to have all the major bases covered: (Configuration management, service level management, etc, etc, etc.)

    You might be better off jumping in head first to get all the benefits. At least that is the preaching of the ITIL literature.

  10. TechExcel HelpDesk by djwavelength · · Score: 2, Informative

    I work for a company (TechExcel) that makes HelpDesk software. We have implemented several ITIL configurations.
    Here's a link - TechExcel HelpDesk