I think that ServiceDesk has the capability of being an extremely useful tool to allow engineers to manager their time and minor project management tasks.

 

I have created a request type of 'Project Task'. I then add 'tasks' to this request.  By doing this I can better manage my time, and handle minor project tasks.

 

The thing that is lacking is the ability to report on the tasks that have been created within requests.  Or at least I can not find a report.

 

If can do this I can manage the progress of what I call 'Project Tasks'.  The other very useful benefit of this report would be to show value added to the busines representatives of the company.  I.e. The business asks for better management of the network.  I.e. I would create a 'Project Task' called 'Pilot Network Analysis Tool'.  The project task breakdown would be something like:

Tasks:

1. Choose the appropriate software to perform the network analysis. 

2. Install software on monitoring laptop

3. configure switches / routers to forward data to monitoring laptop

4. trial network analysis softare

5. Fine tune settings

6. Develop reports showing network issues

7. Add network analysis reporting to monthly reports.

8. Prove benefit to business, and determine if Pilot adequate, or if specific hardware required.

etc

 

The reports would allow me to track progress, and then report to the management the progress of the Project task, and then use report to demonstrate project task completed, and the business value added.