You nailed it!
Jay, you nailed it. And, reporting, timely reporting, is the bread and butter and the pie. Reporting starts in the trenches, gets seen at the top of the organization and triggers activity, mostly good...
View ArticleHelpdesk software suggestions?
Great article. I recently started a new job with no help desk software. Well, they had Track-it 5, but it had never been used. It is one thing I wnt ot implement. I'm considering developing my own,...
View ArticleDon't just try it... Buy it.
I recently entered into the same situation that you describe above.I was coming from a HelpSTAR environment, and have even used ManageEngine in the past, but Illient's SysAid software is truly worth...
View ArticleOpen Source Help Desk
I found this list while I was researching the post:http://www.opensourcehelpdesklist.com/It lists a ton of open source help desk applications.
View ArticleI can tell you the company I work for makes pretty good stuff
It's not open source, but we have some good products.HEAT is a service desk tool that's really for the smaller helpdesksITSM is an ITIL based tool that does everything from ITIL ITSM, to SAM (via...
View ArticleRatings and experiences
I have used IRM in the past and found it lacking. I switched over to GLPI about 2 years ago. It is open source and web based and written in php/mysql.The good:It has ticketing and asset management...
View ArticleBad idea to develop another home brew
For the money that you'll spend in time, software and learning, it's such a false economy that I'm surprised that people still consider it. Think about it.How long would it take to develop something...
View ArticleRE: What your help desk needs to do, Part 2
For over ten years we used our own in house tool developed in Lotus Notes/Domino. It was great in that most of the requirements were already built into the system, i.e. email, calendaring, workflow...
View ArticleSpiceworks!
Its an all in one Inventory/Network Scanning/Ticketing/Helpdesk Solution, and its free! I used to use Track-it but it was too expensive and cumbersome to deal with. Integrates with Active Directory as...
View ArticleHEAT is not BMC, it's FrontRange Solutions
And it's not THAT expensive...On that note, ITSM (FrontRange's ITIL product) is pretty spiffy and I quite like it and the work flow engine.**I work for FrontRange Solutions
View ArticleA plug for OTRS
We use OTRS for the last 2 years for a team of 12 people in multiple cities across Australia. Now, we can not live without it. It has all the functionality in Issue Management, including reminder,...
View ArticleOr FrontRange*
We have the Enteo product line (config mgmt and software mgmt), the Centennial product line (asset mgmnt), and the Service Desk line (HEAT or ITSM). We are a better solution for small or midsized...
View ArticleReports and dashboards - quickly !
I have worked with help desk systems as a user and vendor, I now work for a company that specializes in a dashboard that plugs into these tools (help desk, Asst Mgt, PBX, CMDB...). The fact that most...
View ArticleTask Management System
Does anyone know of a task management system that would escalate an issue if it hasn't been resolved by a certain time sending an email would be very helpful. I looked at some of the opensource...
View ArticleITSM (not FLOSS) will do that for you
In ITSM you are able to assign tasks to users or teams, use SLAs or just simple resolutions timers, and send email via Outlook integration or send notifications via the ITSM server connecting to your...
View ArticleAt last employer...
...I was a project lead, looking to build up a call center. Two of the key technologies I chose for use to work with were the FrontRange Voice/IVR system and HEAT (selected over BMC SDE, RightNow and...
View ArticleTask Manager
We used @Task in a previous company. That was a few years ago and they had a great product. They are still around and expanded into project management software. They were a little expensive in 2003,...
View ArticleBridgeTrak
I can highly recommend you Bridgetrak (www.helpdesksoftware.com) that includes quite powerful ticket tracking and issue management abilities such as a web interface for submitting issues and viewing...
View ArticleOTRS::ITSM 2.0 presented @ Pink Elephant and CeBit
Hi,just to spread the good news:All New ITIL V3-compliant Change Management Module debuts at Pink Elephant IT Service Management Conference & Expo OTRS::ITSM 2.0 first open source software to track...
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