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.
Can free php helpdesk software stand up to vendor bought ITIL 3 compatible heat help desk? We will compare them in this help desk resume. Help desk management software is under fire these days. Large enterprise companies are changing to ITIL 3 and vendors are standing in line to sell their software solutions for supporting the IT service management framework, ITIL.
ITIL – Only for large companies (wrong)
While the large organizations are struggling with enterprise products for millions of dollars, the small or midsize companies are trying to find an help desk solutions suitable and affordable for them to implement. It was not long ago ITIL version 2 was dominating the market and the framework was only used by large companies with thousands of clients to support. Today, the market has changed and even relative small companies with less than hundred employees, has open their eye for what ITIL can bring in value. If only the help desk solutions were not that expensive.
The basic ITIL processes
Small or midsized companies can gain a lot by looking as the basic processes like Incident Management, Problem Management, Change Management and Configuration Management. These processes might seem very complex if you read the ITIL books (which are only guidelines) but if you design your processes to fit your company, they can be very simple to understand and implement.
Service Management Software Experience
I have been technical lead, service management software responsible, on a huge ITIL version 2 implementation, in a company supporting more than 50.000 end-users and more than 200.000 identified CI’s. We implemented the basic processes as mentioned above within 3 years with great success. At the moment we are, as anyone else, moving to ITIL 3 and implementing the necessary changes.
Before my current job position, I implemented basic ITIL framework in several smaller companies. I had great success with using php helpdesk software just for registering changes and approvals but for a full, even small scale, ITIL implementation I would absolutely choose heat help desk. This help desk management software can be managed by a single user and with limited ITIL experience. ITIL can be implemented in a few basic steps to get your started thinking about your future processes, but more about that in a later post.
Help Desk Software and ITIL processes – Where to start
From my experience and help desk resume, you should, even if you are only a small company, implement the basic ITIL processes and start registering incidents, changes and problems as soon as possible. For this purpose, I suggest you use heat helpdesk as your first help desk management software solution, both because of the cost and the easy of implementation, and develop your more complex processes at a later stage. Remember it is absolutely vital that you have designed your basic processes before starting to configure your selected tool. One of the biggest mistakes is to let the ITIL software limitations dictate how your processes are designed (this counts for tiny to large enterprise businesses).