I work for the Justice cluster of Ministries in Ontario (Canada eh). We use NAI's Magic Total Service Desk solution. It is 100% web-based with zero footprint on the desktop. Currently it requires IE due to its use of DHTML (Netscape/Mozilla functionality is coming slowly). The administration capabilties are all drag and drop (like Delphi but all within a browser) and creation of forms including workflow is fairly straightforward.
Having the end solution web-based is a HUGE time saver as we develop business processes and views of the information and we don't need to redevelop a web-based version. Of course, it's just a tool, and investing in a technology without considering process and people requirements is a recipe for failure.
As for process, we are big supporters of ITIL and have implemented ITSM (IT Service Management). In a nutshell, ITIL is what thousands of organizations have documented by way of best practises for process - the ITSM processes are:
Incident Management (including the Service Desk function) Change Management Problem Management Release Management Configuration Management Financial Management Service Level Management Continuity Management Service Level Management Capacity Management Availability Management Security Management
It's non-proprietary and designed as a framework and not a "you must follow this or perish" set of guidelines.
I would strongly encourage looking into a best practise framework as many of your questions over the long term will be answered.
The Hip (possible the world's most underrated band) did this on their recent CD. You actually got a kewl credit card with your hip number on it (great... ANOTHER credit card).
It's great to see bands are adapting. Too bad RIAA lacks the strategic initiative to benefit from change.
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I work for the Justice cluster of Ministries in Ontario (Canada eh). We use NAI's Magic Total Service Desk solution. It is 100% web-based with zero footprint on the desktop. Currently it requires IE due to its use of DHTML (Netscape/Mozilla functionality is coming slowly). The administration capabilties are all drag and drop (like Delphi but all within a browser) and creation of forms including workflow is fairly straightforward.
Having the end solution web-based is a HUGE time saver as we develop business processes and views of the information and we don't need to redevelop a web-based version. Of course, it's just a tool, and investing in a technology without considering process and people requirements is a recipe for failure.
As for process, we are big supporters of ITIL and have implemented ITSM (IT Service Management). In a nutshell, ITIL is what thousands of organizations have documented by way of best practises for process - the ITSM processes are:
Incident Management (including the Service Desk function)
Change Management
Problem Management
Release Management
Configuration Management
Financial Management
Service Level Management
Continuity Management
Service Level Management
Capacity Management
Availability Management
Security Management
It's non-proprietary and designed as a framework and not a "you must follow this or perish" set of guidelines.
I would strongly encourage looking into a best practise framework as many of your questions over the long term will be answered.
Cheers,
The Hip (possible the world's most underrated band) did this on their recent CD. You actually got a kewl credit card with your hip number on it (great... ANOTHER credit card).
It's great to see bands are adapting. Too bad RIAA lacks the strategic initiative to benefit from change.