Service Desk Tool

An open discussion on issues related directly or primarily to the service or help desk.
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ViktoriaM
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Posts: 4
Joined: Wed Feb 24, 2010 7:00 pm
Location: Sofia, Bulgaria

Tue Mar 02, 2010 11:11 am

Hi all,
Recently our company is concidering changing of the Service Desk Tool. Till now we were using our self made tool based on SharePoint with integrated InfoPath forms but it's a big effort to keep it actual.
We were testing the new MS Service Manager - it is still Beta 2. We are service provider to external organizations.
Does any of you has any experience with this product?


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thechosenone69
ITIL Expert
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Posts: 268
Joined: Tue Jun 05, 2007 8:00 pm

Tue Mar 02, 2010 12:02 pm

Hi Viktoria,

I have not tried that software myself, but can I ask why you chose that software in particular? does it meet your requirements? did you check with the teams in yor company if they have certain requirements or desires in that toolset? does it fulfill your needs?
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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ViktoriaM
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Posts: 4
Joined: Wed Feb 24, 2010 7:00 pm
Location: Sofia, Bulgaria

Tue Mar 02, 2010 12:20 pm

Hi,
At first we liked SM because it can be integrated with another MS product like Active Directory, Configuration Management and MOM. Our Milestone still is CMDB and it think the integration will help because it will be updated automatically.
Another advantage that I consider is that this product can be modified by users, development is not necessary.
We need a tool to manage client’s request as a service provider (cases from different clients).
That’s why we decided to look at this tool, but we are still open for other options.
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thechosenone69
ITIL Expert
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Posts: 268
Joined: Tue Jun 05, 2007 8:00 pm

Tue Mar 02, 2010 2:12 pm

Victoria,

There are plenty of tools that provides the functions/features that you mentioned.

As i said earlier, you shouldn't underestimate the selection of your toolset, the total cost of ownership of those tools can be very expensive and you dont want to regret it later.

In my opinion the best way to do is treat this as a project, once you have got the management buy in, start collecting the requirements from different teams, get them involved, you can also get your customers involved. Don't do the same mistakes that many companies fell for, which is purchasing the tool cause it had good reviews, or because company "XYZ" uses it or the most common and dumbest one "we bought it because its ITIL Compliant".

Once you have collected the requirements and the budget is set then you can:
- start looking for products
- send them your checklist of requirements
- create a shortlist of products/softwares that mostly match your requirements & budget
- test the softwares
- once you find your software then you can start asking for feedback from their customers. You should also ask for their roadmap and check how the software will be improved over the years for example they might be releasing new versions, addons etc..

There is alot about this topic in this forums that you can benefit from.

I hope that helps.
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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