Ticketing System Recommendations?

An open discussion on issues related directly or primarily to the service or help desk.
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outshine2
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Mon Apr 19, 2010 5:09 pm

I manage the service desk for an organization that provides IT services to around 5000 systems spread across ~250 separate clients. We currently use ConnectWise for our ticketing/ERP system, and I think our ticketing needs are starting to outgrow the product.

I've used some of the big ticketing systems (Remedy, Service Center, etc.), and I those are probably overkill for our company - (and we can't afford a full time staff to maintain the system).

All in all, ConnectWise doesn't fare too poorly on the incident management side, and intergrates well into our other systems, but it's missing a few key features that I'm looking for:

* Deliniation between separate ticket types - incident, change, problem, etc. And the ability to create relationships between the various tickets. (CW only has one ticket type - "service request").
* Facilitate the problem management process - particularly the ability to classify incidents (category/type/item, etc.).
* Facilitate change management

I've just started my research and will spend much time on the web reviewing the various products, but I thought I'd throw this question out there. Thanks in advance for any advice :D

Thanks! [/list]


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viv121
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Tue Apr 20, 2010 12:40 pm

Please go to double u double u dot google dor com
regards,

Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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Timo
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Wed Apr 21, 2010 12:09 pm

dor com did not work for me :(
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thechosenone69
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Fri Apr 23, 2010 10:38 am

Collect the requirements, plan for the scope, create a checklist and register for the service desk show before it starts. It starts on the 28th of April.
Ali Makahleh
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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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Jhon619
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Thu May 13, 2010 12:55 pm

Our company is also in the same boat. We currently have Infra version 8 however are looking into Service Now, Remedy, Altiris, etc.
Each of them allow you to do a demo.

good luck
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