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Good morning.  We are beginning an evaluation of a new helpdesk ticketing system.  At the same time, we have had interest in new inventory, change management, and network/server incident management systems.  I am beginning to look for different products for the ticketing system and the concept of an ITIL product suite looks appealing and may be something we pursue.

 

Would anyone mind sharing a product suite (ticketing or full ITIL) that has been successful for them?  Any feedback is appreciated!

 

Isaac Lopp

 

Technical Support Center Manager

support.ship.edu

Shippensburg University

(717)-477-1639

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

We currently use FootPrints (formally Numara) from BMC. When we looked at applications, we did take into consideration data from Gartner, Forrester and Pink Elephant as we reviewed current applications on campus (we had several and were looking to work as a campus to land on a common product across organizations leveraging applications already in use at Purdue).

 

Success is still pending as we are getting ready to roll out change, CMDB and problem over the next several months. Incident rolled out successfully.

 

 

Dwight Snethen

 

496-1035

 

You may want to take a look at this crowdsourced list. http://list.ly/list/CD-itsm-itil-help-desk-tools?feature=trending

Also, here is a list of Pink Verified suites if you are looking for ITIL adoption.

At HBU we recently selected ServiceNow as our new ITSM suite, but also looked at BMC Remedy and BMC RemedyForce. Previously we had only used a "ticketing" system, but are wanting to more forward with more than just tickets.  5 weeks ago we launch our initial phase of ServiceNow, which included Incident, Self-service, and a lightweight version of Service Request.  Rollout was successful, it has been very easy to use.  We also used this as a time to try and define and mature our processes a bit. It has been easy to configure.

We are in the process now of working on phase 2 which will include Knowledge, Problem, and Change.

Trent Carroll

  Interim ITS Director and Manager, Networking & Servers

  Houston Baptist University

  281-649-3806

 

Online Service Desk: http://helpdesk.hbu.edu

ITS on Facebook: http://www.facebook.com/hbuhd
ITS on Twitter: https://twitter.com/#!/hbu_helpdesk

 

We are evaluating currently.

 

Some of the vendors:

·         Cherwell

·         Service Now

·         ITRP

·         Hornbill

·         Easy Vista

 

JP

 

JP Peters

Director, Information Technology

College of Sciences / COSIT

University of Central Florida

407-823-1209

jp@ucf.edu

http://www.cos.ucf.edu

---------------------------------------------

For IT service contact us:

costech@ucf.edu | 407-823-2793

 

 

 

Hello, Isaac.  We purchased the Cherwell product and implemented last September.  We've been very pleased with it, and are planning to continue rolling out new functionality as resources permit. 
 
There was a similar question to the list back in February, so you may find a few more comments there. - David

 
- David
 
 
>>> "Lopp, Isaac" <IJLopp@SHIP.EDU> 5/17/2012 8:10 AM >>>

Good morning.  We are beginning an evaluation of a new helpdesk ticketing system.  At the same time, we have had interest in new inventory, change management, and network/server incident management systems.  I am beginning to look for different products for the ticketing system and the concept of an ITIL product suite looks appealing and may be something we pursue.

 

Would anyone mind sharing a product suite (ticketing or full ITIL) that has been successful for them?  Any feedback is appreciated!

 

Isaac Lopp

 

Technical Support Center Manager

support.ship.edu

Shippensburg University

(717)-477-1639

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We've used Cherwell for about 2 years and are thoroughly pleased - both a great product and partner.

Phil

From: "David McGuire" <dmcguire@UNM.EDU>
To: ITIL@LISTSERV.EDUCAUSE.EDU
Sent: Thursday, May 17, 2012 3:29:42 PM
Subject: Re: [ITIL] Product recommendation

Hello, Isaac.  We purchased the Cherwell product and implemented last September.  We've been very pleased with it, and are planning to continue rolling out new functionality as resources permit. 
 
There was a similar question to the list back in February, so you may find a few more comments there. - David

 
- David
 
 
>>> "Lopp, Isaac" <IJLopp@SHIP.EDU> 5/17/2012 8:10 AM >>>

Good morning.  We are beginning an evaluation of a new helpdesk ticketing system.  At the same time, we have had interest in new inventory, change management, and network/server incident management systems.  I am beginning to look for different products for the ticketing system and the concept of an ITIL product suite looks appealing and may be something we pursue.

 

Would anyone mind sharing a product suite (ticketing or full ITIL) that has been successful for them?  Any feedback is appreciated!

 

Isaac Lopp

 

Technical Support Center Manager

support.ship.edu

Shippensburg University

(717)-477-1639

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Good Morning, We launched our ServiceNow ITSM suite in early December 2011. Similar to HBU, we're currently using Incident, Self-service, and a lightweight version of Service Request. We were transitioning off a couple of ticketing systems and wanted to move towards an ITSM system as opposed to yet another ticketing system. We conducted and RFI with 11 vendors before selecting ServiceNow. I'd be glad to share further details if they'd be helpful. :o) Kara ***Please note that no Tufts IT professional will ever ask for password or personal information via email. Such requests are fraudulent.*** *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Kara Bilotta Client Relationship Manager University Information Technology (UIT) Tufts University 169 Holland Street Somerville, MA 02144 P: 617.627.5549 F: 617.627.3205 *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* ________________________________
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