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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?"

6 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. 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.
  3. 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.

  4. Buzzword compliancy by Gothmolly · · Score: 3, Insightful

    Make sure that Gartner approves any and everything you do, for maximum tongue-in-ass effectiveness. Rolling out AD to replace NDS, looking for FOO-compliant software, all of these things are great, but will they actually work for you? Or will upper management sit around the boardroom table, masturbating furiously, at how irrationally happy the non-technical audit people are?

    btw, there's a difference between -1, Vulgar, and -1, Troll. But most of you mods won't understand that.

    --
    I want to delete my account but Slashdot doesn't allow it.
  5. 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/

  6. 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.