ITIL Demo comments
I've been waiting to but into ServiceDesk for almost a year now. Something we really need is an ITIL based version. I'm therefore been pleased to see the demo up and running at
http://itildemo.servicedeskplus.com. It looks promising.
Since ITIL is undoubtedly the way forward for all levels of the industry (large or small), I'm surprised that the product may split into two streams. Even the smallest company can make full use of the change and problem management features. I believe it would be a real shame to have two products and start increasing the price.
Some technical features of the demo that I would like to feedback on are as follows:
1) Actions arising from problems and changes are turned into tasks in ServiceDesk (SD). these then appear to the engineer as in their task list. What I find strange is that these tasks don't appear in the main list of requests. I would have changes and problems produce normal requests that can be classified, reported on, allocated, given priority, time spent per engineer recorded, have an SLA (OLA) applied to assign priority etc etc. Otherwise they seem to be of secondary importance and will likely be missed by both engineer and manager.
2) Throughout SD I would like to see more use of the time spent feature. Needs to be more prominently recorded against all engineer actions, even logging the call. Accounting for time spent is a real requirement for IT Managers continually needing to account for engineer/Helpdesk time both internal and when justifying budgets.
Hope this helps. Kep up the good work and think hard before splitting the product and pushing up pricing.
Regards
Since ITIL is undoubtedly the way forward for all levels of the industry (large or small), I'm surprised that the product may split into two streams. Even the smallest company can make full use of the change and problem management features. I believe it would be a real shame to have two products and start increasing the price.
Some technical features of the demo that I would like to feedback on are as follows:
1) Actions arising from problems and changes are turned into tasks in ServiceDesk (SD). these then appear to the engineer as in their task list. What I find strange is that these tasks don't appear in the main list of requests. I would have changes and problems produce normal requests that can be classified, reported on, allocated, given priority, time spent per engineer recorded, have an SLA (OLA) applied to assign priority etc etc. Otherwise they seem to be of secondary importance and will likely be missed by both engineer and manager.
2) Throughout SD I would like to see more use of the time spent feature. Needs to be more prominently recorded against all engineer actions, even logging the call. Accounting for time spent is a real requirement for IT Managers continually needing to account for engineer/Helpdesk time both internal and when justifying budgets.
Hope this helps. Kep up the good work and think hard before splitting the product and pushing up pricing.
Regards