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IT Service Request Software

Discussion in 'The Lounge - Off Topic' started by jvanassen, Oct 5, 2012.

  1. jvanassen

    jvanassen Kilobyte Poster

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    Hi

    Among the people on this forum who work on there IT departments service desk i was just wondering what software your using for people to log calls with your department and manage the problem, allocate time to it etc. We currently use RT: Request Tracker - Best Practical and are possibly looking at changing to something a bit better with more funky features.

    What do you use within your department and what are some nice functions onit?
     
    Last edited: Oct 5, 2012
    Certifications: CompTIA A+, Network+, CCENT
    WIP: ICND2 200-101
  2. BB88

    BB88 Kilobyte Poster Gold Member

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    I have used Spiceworks and SomeHelp in the past.
     
    Certifications: AS Computing, A+, Network+, 70-680, 70-410
    WIP: MCSA: Server 2012
  3. Coupe2T

    Coupe2T Megabyte Poster

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    Most of the companies I have worked with/for have all been big companies with fairly large central call logging tools. Mostly Remedy, which is ok, I also used to use HP Opneview, which had some nice built in features such as a CMDB etc, not sure if that was straight out of the box though or addons and so forth.
     
    Certifications: ECDL, Does that Count!?!
  4. Rob1234

    Rob1234 Megabyte Poster

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    I have used in the past Mangeengine, Remedy and ServiceNow
     
    Certifications: A few.
  5. wagnerk
    Highly Decorated Member Award

    wagnerk aka kitkatninja Moderator

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    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  6. shadowwebs

    shadowwebs Megabyte Poster Forum Leader

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    We use VQSM which to be honest is rubbish, runs off an SQL database which always hangs and dies, also loses records after spending a fair few minutes updating (which isn't great).

    I have also used Support Works Hornbill which I found to be a very nice interface.
     
    Certifications: compTIA A+, Apple Certified Technical Coordinator 10.10 (OS X Yosemite, Server and Support)
  7. wagnerk
    Highly Decorated Member Award

    wagnerk aka kitkatninja Moderator

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    Loved that helpdesk/servicedesk software, however I couldn't justify the cost of it at the place I am now.
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  8. SimonD

    SimonD Terabyte Poster Moderator

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    We moved from RT to ServiceNow, have used Remedy and Heat in the past as well.
     
    Certifications: CNA | CNE | CCNA | MCP | MCP+I | MCSE NT4 | MCSA 2003 | Security+ | MCSA:S 2003 | MCSE:S 2003 | MCTS:SCCM 2007 | MCTS:Win 7 | MCITP:EDA7 | MCITP:SA | MCITP:EA | MCTS:Hyper-V | VCP 4 | ITIL v3 Foundation | VCP 5 DCV | VCP 5 Cloud | VCP6 NV | VCP6 DCV | VCAP 5.5 DCA
    WIP: VCP6-CMA, VCAP-DCD and Linux + (and possibly VCIX-NV).
  9. Taire2011

    Taire2011 Bit Poster

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    We currently using HP openview, but looking to replace it with ServiceNow in a few months time
     
  10. Colloghi

    Colloghi Kilobyte Poster

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    Ive used a couple of helpdesk software in my time, Peregrine, CA Unicenter, Servicedesk, and Bugzilla.

    Bugzilla is emant to be mainly for recording bugs, but works fine as a helpdesk software as well. We actually have a PHP frontend webpage that users can self log issues, and goes straight into the bugzilla database.

    and its FREE:)
     
    Certifications: A+, MCP 270, 271, MCDST
    WIP: 290

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