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Support Desk Software for ITIL-Based IT Department
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?"
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.
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.
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.