Satisfied users and Savings
CA Unicenter Service Desk for service and support request registration, which allow end users, via the Internet browser, that created the ticket to have insight into their own support problems. Supports workflow, ITIL, SLA, survey, integrated knowledge management and much more.
Well-defined reports provide an opportunity to analyze problem areas or burdened IT staff.
Unicenter Service Plus dashboard / support analysis, and expanded knowledge management, etc. comprehensive overview top-ten list, etc. you gain easier access to the analysis of problems and the use of known option.
With the built changeover order management module to handle all notifications and defined approval flow, you get a uniform process and thereby achieves administrative savings. It also includes tools for report generation in particular can be used as billing and decision basis for management.
All users (unlimited) can use web user interface without licenses (free). There is only purchased licenses per year. Concomitant problem solver, who can support all users / support tasks.
Service Manager 7.1 is an enterprise Service Desk tool, where restrictions are few and the possibilities many. The tool can optimize and professionalise the company's user support by streamlining the processing of error messages from users, which will result in better and more stable it-service. It is also fully ITIL complaint and thereby supports all the company's ITIL processes. In addition, Service Manager 7.1 is modular and flexible so it can be tailored to the needs and business processes.
Planned IT changes can be divided into different stages, thereby assures that the right resources and IT skills are used in the appropriate stages. It is also a natural part of the help desk software, that you conduct a risk analysis, which can ensure the company's daily IT is operating under the process of change by having the relevant rollback solutions ready in case of problems.
HP Service Manager 7.1 will give control over the company's IT structure and components the company has and how their CI relationships are linked. The company will, by using the HP Service Manager, provide a comprehensive overview of the company's internal and external service (Service Level Agreements) on IT-equipment. This can easily create an overview of who to contact in case of breakdown, such as server hardware or printers, or what is the response time in the service. It has also built a reporting module, which creates a unique view as to whether a third party supplier meets its service obligations under the signed contracts.
HP Service Manager can be a good starting point to rationalize the purchase of the company's IT devices using the built shopping portal. Business users can order, by using the self service portal, IT equipment or services which have been tested and approved for the enterprise IT structure.
HP Service Manager 7.1 ensures that the company will effectively overcome IT changes such as upgrading clients to a new operating system, upgrading or conversion of database servers and replacement of IT hardware.
Finally Service Manager 7.1 offers one of the strongest Knowledge Management database on the market and a Service Catalog, where the end user has the ability to make orders for standard services in the company.
This is my list of my top 3 list of available help desk software. I have created this list from my own experience working in a global organization and you should only take it as my point of view. ITIL version 3 compliance, performance, scalability and customization options are what I have been looking for in our Service Management software.
Here is a Help Desk Resume for my top 3 choices:
HP Service Manager 7.1 - a solid service management tool that offers an almost unlimited degree of customization options. Reporting, availability and scalability is maybe the best on the market. Downside of this help desk software is its complexity and price.
CA Unicenter Service Desk - software for Configuration Management and automation can be a big challenge but CA is leading the battle. Unicenter Service Desk is perhaps the most flexible tool regarding integration of the 3 mentioned here. Downside is again, complexity and price.
IBM Service Request Manager - a great service desk software, that really excels in ITIL Change Management, Release Management and trouble ticket software. Downsides are price and price of customization due to the fact that this often requires IBM consultants. If you can do with what is out-of-the-box, this might be your best bet.
Today, we just started our new IT service management project, which involves a new service desk tool and two new processes. We are currently using HP Service Desk 4.5 and have fairly mature incident, problem, configuration and change management in processes. This task is for a large global company, which brings up a few challenges with both tool selection and process implementation. Our goal is to identify our requirements for the new tool and have the requirements approved by the management before the end of the year. Furthermore, we are going to introduce two new processes. Release management, which until now have been a part of change management, and service level management. My part in this project is primarily focused on tool selection and gathering requirements together with the actual implementation and data migration from HP Service Desk 4.5
As a starting point, we expect to look into the following vendors / products.
HP Service Manager 7.1
My primary concern is performance and ensuring customization options are wide enough to support processes which are not ITIL rigid but still ITIL 3 compliant.
Free, open source, PHP Helpdesk Software
You may wonder why a large global company consider an open source product. The answer is simple – no license cost, which easily leaves room for spending a lot more on development. The opensource solution is only a shell and we will develop the actual tool ourselves.
BMC, Remedy
A software solution which includes every aspect of IT Service Management. I you want to play with the heavyweights, you need to take a look at this software package.
The next week or two, my primary task is to identify our current and future needs in service management and our IT department. This is not going to be easy task but is a must if you want to pick the right tool.