Hi everyone,
Does anyone have any recommendations for ITSM/ service desk software they use out in the field?
Looking for something moderately ITIL compliant that is suitable for a small department? Service/Change/Incident management is also required.
Thanks!
@ManageEngine
5 Spice ups
Saas helpdesk would also be a good thing!
Currently looking at:
RemedyForce
SysAid
ServiceNow
3 Spice ups
Maybe start here: http://community.spiceworks.com/software/helpdesk/reviews
I think Manage Engine is ITIL compliant.
Looking at maybe 3 service desk admins. Had a look through the review, am not that impressed by any yet!
RemedyForce seems very cluttered and OTT. myServiceDesk.com although ugly, seems to do everything well, shame the minimum users is 10. ServiceNow seems like the best so far, although finding a supplier for a company as small as ours has proven tricky.
1 Spice up
for anyone elses reference been looking at several other helpdesks that do not to be itil compliant in any way or form.
Kayako: no problem or change management
Freshdesk: no problem or change management
myServiceDesk.com: too expensive for a small service desk of > 10 admins
RemedyForce: too cluttered
ZenDesk: not particularly ITIL compliant, problem management is shady, change management is a bodge job. also expensive.
ServiceNow: seems one of the best in terms of itil compliance, struggling to find out about pricing however. ServiceNow seem to only sell directly to Service Desks of 10+ admins
Manage Engine: no saas equivalent. also v expensive.
siddantha9653
(Siddanth@ServiceDeskPlus)
7
Hi dbrimmicombe
There is also a SaaS version of ServiceDesk with all ITIL bells and whistles fitting your budget.
Pricing for the Enterprise Edition of ServiceDesk Plus(Ondemand) is $54/admin/month
The Enterprise version of ServiceDesk Plus(On demand) includes an Help desk, Asset Management and ITIL modules.
You could compare features editions wise in the On-Demand version of ServiceDesk Plus from the below link
Hope it helps !
1 Spice up
Hi there,
As mentioned above me. There is indeed a SaaS version of ServiceDesk Plus. Please get in touch if you would like to speak with a UK ManageEngine specialist. I would be happy to provide a demo for you and discuss your options. On top of the $54 per month per technician you can also purchase Asset packs at $9 per month for 50 Assets. You also get a 10% discount when you sign up for 12 months.
alan.skilton@set3.co.uk - 01273 567 974
Gents,
I have taken a look at the different products, and I would surely recommend the ManageEngine Service Desk Plus On-Demand product for several reasons:
- It is in the cloud i.e accessible from anywhere, including mobile phones
- SaaS - Software as a service, sometimes referred to as “on-demand software”. It names says it ALL above.
- It comes with its own dashboards, which can only help us in Governance.
- It comes with a knowledge base, a service catalog, and a change management module.
- It comes with workflows for change, incident management, etc.
- It is user-friendly and easy-to-use.
- It is ITIL based, so you be able to implement incident management, change management, and the service catalog all from one place.
Not to forget to mention the excellent after-sales service that you get from Zoho team. The offer on-going and timely support for all your queries, concerns, etc. and provide a top-notch level of professionalism when dealing with their customers.
Definitely. What an odd product to have any other way. Helpdesk software is really ideal for SaaS.
After a months hunting we have settled on Go2Assist helpdesk, is cheap and ticks all the boxes. Has good SLA management, is ITIL compliant, cloud based and only costs £30ish per admin. Has all the features you would expect, customer facing portal/ knowledgebase, can log tickets via email. Seems ideal so far! You can also tie in their remote support and monitoring offerings for a cut price.
amjidali
(Amjid)
13
iTOP is probably best as of now which is based on ITIL framework.
http://www.combodo.com/spip.php?page=rubrique&id_rubrique=8
Funny–we ended up the same way. Go2Assist is pretty sweet for incident/problem/change management.
It doesn’t do all the other fancy stuff a full ITSM suite does, but I did trails of: Solar Winds, HP Service Anywhere, LANDesk, BMC Track-IT, ServiceNow, and Cherwell…most of them are crazy expensive, and take too much effort to set up.
I full ITSM solution might work for larger companies, but we only have three admins and it would kill us just to implement something like ServiceNow, even outside of the high price.
I was surprised at the HP solution though–it looks very neat. I haven’t been able to get prices from an HP rep though–I’m guessing it’s expensive, otherwise they’d be getting back to me with more enthusiasm!
siddantha9653
(Siddanth@ServiceDeskPlus)
15
Mark9320 : You could have tried ServiceDesk Plus Standard Edition for Incident management with unlimited techs/tickets or even users all at zero cost.It’s the best if you are looking for a free ITIL Incident management helpdesk only.
For more info about other editions you may look at www.servicedeskplus.com
What was your impression on the HP ServiceAnywhere? I just got off the phone with an HP sales team and it seems promising. I’m poking through the trial version now.
marcelheys
(marcelheys)
17
A good solution for smaller to medium sized IT departments that includes Incident/Change/Service in InvGate Service Desk. It also has some interesting features like Gamification.
You can try out the product on their website too which is handy http://demo.sd.invgate.net/
If you have the time to build it out, it’s probably awesome. Looks gorgeous, very powerful. They do a free trial setup in the cloud.
It would take a lot of management though–it’s definitely designed for large clients. They have some sort of package designed for smaller deployments though, but it was still pretty weighty. We just don’t have the staffing to figure it all out. HP would do it for us though, if we were willing to pay them–they have a full service group.
We’re still using Citrix ServiceDesk, and we love it. For ITIL it can do service desk, change control, and incident/problem management. The service desk portion is really strong.
It also integrates really tightly with remote support–very slick stuff. We use Goverlan for that, and are happy with it, but I wouldn’t hesitate to use the Citrix remote assist module.
1 Spice up
