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Hello everyone,

 

I am a College-level IT director here at UCF.   Our Central IT is moving toward Remedy ITSM in the upcoming year, mainly focused on incident management.  However, it’s not a tool we will immediately be able to take advantage of in the college.

 

We are in a unique (or maybe not so unique) situation in which our budget authority (and IT support service) is distributed throughout our university.  I oversee tech for the largest college, with about 1000 users and 3000 devices.  As we are distributed, I tend to make some decisions for our unit based on the Small-Medium Business model, rather than at the Enterprise.

 

Currently, we have an in-house tool that has done an OK job, but since our college IT group has embraced ITIL (really over the past year), we’re finding that we need a more robust tool that speaks to what we are trying to improve – our service desk, incident management, and service asset/configuration components first, with problem and change management to follow.

 

BMC Service Desk Express seems to be one ITSM product that caters to the SMB market.  I am wondering if anyone has evaluated others out there (both cloud and on-premise) and have any feedback on them.  Some of the ones that keep popping up are TopDesk, ITRP, Hornbill, and Beetil when I am searching.  We are also pushing an SCCM project this year, so Microsoft System Center Service Manager is looking like one we will be evaluating as well.

 

Potentially, UCF colleges/units will be able to participate in the central Remedy ITSM implementation, but it will not be for another 18 months, at the earliest – and even at that time it will not have all the components we are looking for.  I hope to have a tool in place this year.

 

Thanks for reading…any input is greatly appreciated!

 

JP

 

JP Peters

Technology Director

College of Sciences

University of Central Florida

407-823-1209

jp@ucf.edu

 

 

 

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Comments

Message from dtyre@miami.edu

I do have one possible helpful piece of information as you evaluate products.  BMC told us that the SDE product is not scaled down for SMB type customers, and provided a client list for SDE that includes very large customers.  While, I’m still not completely clear on the differences between Remedy and SDE, I do believe that the number of Service Management processes supported with Remedy is much greater.  Another consideration may be that BMC purchased Numara last month and SDE may be going away.  Supporting this, may be the fact that I have found that the “official” BMC training right now is at version 9.x and the current version is 10.1 (which we are implementing).  After contacting BMC, I found that there are no plans to update the training curriculum to the 10.x version.  Arrrrgh!

 

Hi JP,
We issued an RFP in 2010, selected the Cherwell service management product, and have been very happy with it.  They're a newer vendor, so the product is ITIL-based from the ground up.  They offer support for more ITIL functions than we'll be able to implement for quite a while.  Product performance has scaled well.  Their pricing is very competitive for those of us who are less well-funded.  Licensing is per concurrent seat rather than per new module (all modules are included in the base product).  Support has been very responsive.  They are very much positioned for the SMB market (enterprise scale, SMB pricing).  Regarding your SCCM project, their product interacts with SCCM to capture asset information.
 
Good luck in your search! - David

 
David McGuire, MBA
Assoc Director, IT Project & Service Mgmt
University of New Mexico, IT
(505) 277-0093

>>> JP Peters <jp@UCF.EDU> 2/10/2012 10:32 AM >>>

Hello everyone,

 

I am a College-level IT director here at UCF.   Our Central IT is moving toward Remedy ITSM in the upcoming year, mainly focused on incident management.  However, it’s not a tool we will immediately be able to take advantage of in the college.

 

We are in a unique (or maybe not so unique) situation in which our budget authority (and IT support service) is distributed throughout our university.  I oversee tech for the largest college, with about 1000 users and 3000 devices.  As we are distributed, I tend to make some decisions for our unit based on the Small-Medium Business model, rather than at the Enterprise.

 

Currently, we have an in-house tool that has done an OK job, but since our college IT group has embraced ITIL (really over the past year), we’re finding that we need a more robust tool that speaks to what we are trying to improve – our service desk, incident management, and service asset/configuration components first, with problem and change management to follow.

 

BMC Service Desk Express seems to be one ITSM product that caters to the SMB market.  I am wondering if anyone has evaluated others out there (both cloud and on-premise) and have any feedback on them.  Some of the ones that keep popping up are TopDesk, ITRP, Hornbill, and Beetil when I am searching.  We are also pushing an SCCM project this year, so Microsoft System Center Service Manager is looking like one we will be evaluating as well.

 

Potentially, UCF colleges/units will be able to participate in the central Remedy ITSM implementation, but it will not be for another 18 months, at the earliest – and even at that time it will not have all the components we are looking for.  I hope to have a tool in place this year.

 

Thanks for reading…any input is greatly appreciated!

 

JP

 

JP Peters

Technology Director

College of Sciences

University of Central Florida

407-823-1209

jp@ucf.edu

 

 

 

JP,

We selected Cherwell in 2009 after looking at the market options.  We selected them due to their mature application platform and customizable product that allowed us to use ITIL functionality out-of-the-box and adjust it to our environment where necessary. They offered multiple clients so we could provide a fast-entry, rich Windows user interface for our Service Desk, a web interface for our field services folks, and a helpful customer service portal.  Their support has been stellar.  We are also moving to SCCM.

Phil


JP,

We selected Cherwell in 2009 after looking at the market options.  We selected them due to their mature application platform and customizable product that allowed us to use ITIL functionality out-of-the-box and adjust it to our environment where necessary. They offered multiple clients so we could provide a fast-entry, rich Windows user interface for our Service Desk, a web interface for our field services folks, and a helpful customer service portal.  Their support has been stellar.  We are also moving to SCCM.

Philip Neufeld
Director of Service Management
Technology Services
California State University Fresno
2225 E San Ramon Avenue M/S MF93
Fresno, CA 93740-8029
Phone: (559) 278-2227
E-mail: pneufeld@csufresno.edu

P.S. Apologize for this second post but wanted to provide organization information.


Thanks to everyone for the input!  Cherwell and Service Now are also on our list.  While I was researching, I stumbled on a fairly comprehensive list of ITSM tools I’d like to share with the group.   Not taking the rankings too seriously, but some of the comments are interesting.

 

http://list.ly/list/CD-itsm-tools

 

JP

 

JP Peters

Technology Director

College of Sciences

University of Central Florida

407-823-1209

jp@ucf.edu

 

 

 

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