IT Helpdesk software

We currently use Altiris. (recently acquired by Symantec :( ) It's got more features than you can count, but they're licensed separately so you can get exactly what you want. It also has Software delivery, network monitoring and management, and asset management built in. The whole thing runs an ASP.NET front end so if you can code in that then you can customise it almost without limit into your own bespoke version.
It's not cheap tho. We got basic helpdesk plus some asset managment and software delivery bits. Cost about £20k but it is very good.
 
Skidilliplop said:
We currently use Altiris. (recently acquired by Symantec :( ) It's got more features than you can count, but they're licensed separately so you can get exactly what you want. It also has Software delivery, network monitoring and management, and asset management built in. The whole thing runs an ASP.NET front end so if you can code in that then you can customise it almost without limit into your own bespoke version.
It's not cheap tho. We got basic helpdesk plus some asset managment and software delivery bits. Cost about £20k but it is very good.
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I thought Altiris was more about asset management than service desk management?

We have used Touchpaper (found this to be terrible), Tesseract (new development not v exciting) and we're now moving to Assyst.
 
I've used Siebel in the past.... it was nicknamed Feeble, so that tells you how liked it was.

The company I work for now uses Remedy, but we're crap at configuring it properly so it's a nightmare to use.... but that's down to our implementation rather than limitations of the product. I'm sure it's very good when the people designing it know what they're doing.
 
Another user of BMC Remedy 7 here too for our call logging and ticketing systems. Can be a pain in the arse if the caller has multiple profiles set up on it due to our cackness though.

We use either SMS from the Windows Terminal server (someone wrote a batch file for us that means we can go Run -> "SMS <insert either IP or Name of the machine>" -> Hit return and it connects up that way) , or a program called "Dameware" for the remote control on the other system.
 
currently using Hornbill Supportworks here in the NHS. It pretty poor for customising and the support is diabolical ... and getting the e-mail set up can be a bit of a pain. As someone mentioned above, virtualising or moving server can be a big hassle as it locks itself to hardware ...

We'll be looking at another solution soon
 
Our IT dept uses Numara Track IT. Bit pricey but quite good. Always fancied writing my own in PHP and MySQL. Might get round to it at some point.
 
In a few years in the industry I've yet to find one I like. Best of the bunch was probably an in-house IBM product called CPMA which ran on an S390 mainframe. Very very powerful once you get past the scary text based interface!

What others can I remember? Erm :
Remedy
Assyst
Some Tivoli thing
Other IBM internal systems
+ a couple of others that slip my mind

Current employer were on HP OpenView until recently (slow as ***** as it's a Java based client) and changed to a product called Marval.
 
Spooter said:
This should be called Toilet Paper! Hate it...
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That what we call it at my place. Crashes and freezes up all day.

I've used many in the past, Hornbil, Remedy, Vantive, Lotus Notes db's to name a few and I still can't beat calling the user and asking what's up!

"users pc freezes even when switched on"
 
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CraigN said:
At my current firm i use Supportworks and compared with Remedy which i used when i worked for capgemini its carp.

Supportworks actual support of there own product isnt the greatest either.

had no end of issues just virtualising our server because of the way it locks itself to hardware took them a few days to actually generate us a new key so we could ue it !
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Ah yes EARS bless it. Actually, compared to some of the stuff i've been subjected to its not bad, and i can't believe i'm saying that !
 
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