Identifying Service Management Software requirements
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Identifying IT service management (ITSM) requirements for you IT help desk software can be a big challenge because of the impact if have on your processes, which should already be implemented in your organization or at least defined and ready for implementation. You probably have defined some complex processes which include everything from approval management to CI naming standards and categories. All these processes and workflows for creating changes, work orders, CI’s and so on are all requirements for your complete help desk solution. You must remember that it is your processes that are the source of how your help desk software is going to be configured and not the other way around. Implementing ITIL is a big challenge to any organization but implementing the tool to carry it all is not something to take lightly either. Almost every employee and manager have their own requirements and idea of how it is going to work and how is it being made as easy as possible for the users. As a help desk solution, you can either choose to go the enterprise way and look at companies like HP (Service Manager) and IBM (Tivoli), or you could go in the open source direction and look at PHP Helpdesk software like HESK or for smaller companies, HEAT help desk. These are all great software products but also require a lot of maintaining and initial configuration before it can be used in your organization and with your ITIL processes. ITIL is a big step in the right direction for almost any company but it requires a lot of maturity, predefined workflows and management commitment before it is going to be a success. You should expect to start by implementing one or two processes at a time and estimate a couple of years before they are successfully implemented. During this time, you are going to make a lot of changes to you help desk management software and therefore, you need to make sure that the ITIL software you are implementing is manageable and maintainable to fit you current and future needs, without having to contact the vendor. If you have to contact the vendor each time, this is where the software solution you pick is going to get really expensive. ITIL is a great framework and will really help you to get a good overview if how your IT department is performing and where to improve, which will make you a much more professional partner with your business.
The Open Source threat is growing and PHP helpdesk software is now interesting as help desk management software. With ITIL 3 on the market, an ongoing help desk resume and review is needed.
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November 23rd, 2008 at 9:34 pm
We’d have to recommend the Web Help Desk free help desk software edition.
They have ASP SaaS help desk software plans or you can get a in-house server license, like we did.
Hope this helps everyone’s search!
Devon