ITIL compliant Help desk system?

[FunkyGibbon]

I think the business section is right for this question...

We are currently implementing ITIL and during this process have been
looking at our Help desk system which is not ITIL compliant. It also has
a number of other problems as well (poor change management being one). I was wondering if any of you could
recommend or have thoughts on ITIL compliant help desk systems.

TIA

FG

[boysey]

We're investing heavily in BMC Remedy, not cheap but fully based on ITIL in terms of Change Management, Incident Management, Problem Management, etc. Not the cheapest but we did a lot of research and it is head and shoulders above the competition.

If you are interested in more info you can PM me and I can send you some white papers and stuff?

Boys

[trevorw]

We use TouchPaper, find out more at www.touchpaper.com

[rlk500]

Frontrange ITSM is another ITIL compliant Help Desk System. I worked on a project to implement this just before Christmas. However, trust me ITIL compliance like the wonders of Remedy (not) and all the other Helpdesk solutions I have ever seen and worked on, omit one vital element. It's also the vital element that practically every IT Department overlooks when rolling out Helpdesk Systems. They think that the implementation of a shiny new system will be the end to all their problems, wrong. If you don't get the Tech's and line Managers on-side to use the system to run their lives then whether it's ITIL compliant/ISO9000 or whatever, it won't make a blind bit of difference. Calls will still exceed their SLA's, customers will get poor service and IT will look like a load of monkey's......enjoy the rollout, but just don't expect all your problems to disappear overnight.

[FunkyGibbon]

rlk500 said:

sensible stuff

Damn right.

We don't strictly need a new system - but we have been using the current one incorrectly for 5+ years.

The need for a new system (along with ITIL) is to get people to buy in and use the new tools correctly - it will be a struggle though.

FG

[tvrforever]

Ask the goons (assuming it's Arsenture screwing up your ITIL programme) just WTF they mean by "ITIL Compliant"? As with it being a process guideline there isn't actually any certification process or tests to pass... This "jobs for the consultants forcing tech refresh" really boils the pish of the ITIL people I can tell you...

My advice - don't look for tech products to solve your problems, look at people process and culture... We've got every product ever made on the topic (no seriously we have - even the MAC & OS2 ones) and 8000 IT staff and have spent a gazillion with kids (sorry 'con'sultants) and still have no working CMDB (but we do have over 14 CMDBs installed), helpdesk, audit, discovery, risk analysis or analytical functionality. Talk with the porr buggers who are there at 3am and ask them what they need - hell they'll often write it for you as well

(sadly ITIL is current mngt BS for outsourcing of intellect & problem, and consultant speak for $$$s)

[FunkyGibbon]

tvrforever said:

Ask the goons (assuming it's Arsenture screwing up your ITIL programme) just WTF they mean by "ITIL Compliant"? As with it being a process guideline there isn't actually any certification process or tests to pass... This "jobs for the consultants forcing tech refresh" really boils the pish of the ITIL people I can tell you...

We are doing a self-inflicted ITIL programme - we have an internal "expert" no consultants - but I know what you mean.

tvrforever said:

My advice - don't look for tech products to solve your problems, look at people process and culture...

Indeed this is where we have started from - what we have realised is that the current culture is so in-grained that we need a new start. So ITIL procedures being drawn up and implemented all fine and dandy - but a shiny new piece of kit will help move people along.(Well that's the theory ).

We'll fail straight away if we try and use our current Help desk as associated systems - they're shite. (Or rather the implementation of them has been shite).

cheers!

Edited by FunkyGibbon on Friday 26th January 08:14