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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!
College of Sciences
University of Central Florida