Service Management Software?

Dangerous · 8 Dec 2009 at 15:10

We are looking for a new SMS solution and would like to know who you use and what they are like?

Call Logging
Warehouse
Test & Repair
Job Costing

Etc

Dangerous · 10 Dec 2009 at 09:08

Some of you IT Admin/Network admins must use some software?

Coldzero · 10 Dec 2009 at 09:34

We use RMS here.

http://www.rms.co.uk/

Dangerous · 10 Dec 2009 at 09:49

Coldzero said:
We use RMS here.

http://www.rms.co.uk/

Site looks basic but what is it like?

Does it do the above stuff ?

VeNT · 10 Dec 2009 at 09:53

we use Visual QSM for call logging but not much else.

Dangerous · 10 Dec 2009 at 09:54

Yeah we use Frontranges HEAT but that is a pure call logging application and we need to expand into job costings/engineer tracking etc

GhostlyPea · 10 Dec 2009 at 10:28

We use Remedy.

Good for what it does. Has the ability to integrate with Crystal, our Avaya phone system and our engineer trackign software. Too many features to list but well worth a look. Its also used by BT Global so it good for large and small integration. Oh also has the ability for website integration and use with PDAs etc.

- Pea0n

bigredshark · 10 Dec 2009 at 11:55

I do hear of a lot of people using Remedy but I can't comment personally. Our current systems are largely in house developments now (they started off as commercial products usually but we added our own functionality and they're now so custom nobody else could really use them)

kefkef · 10 Dec 2009 at 12:21

We use remedy, its a good tool, but it is expensive. We migrated to Version 7 last year, required 7 servers and about £40k worth of consultancy and that was just to migrate from Version 6 to 7. Support per year for us (70 fixed licences, 15 floating, AR System Server with Incident/problem and SLM module) is around the £20k mark per year.

We have started using it for pre-deployment of kit, but it's a bit too clumsy for using as a warehouse application.

You may be better looking at something like PlanView or Asta Team Plan as this is more of a workforce management application/suite. Lets you do workforce planning, capacity forecasting etc Also has ODBC/workflows into a lot of major SM software.

Ev0 · 11 Dec 2009 at 00:02

Have use Quetzal/QSM a lot and that's not bad but apart from holding inventory info and call logging not sure how much of the other stuff it can do.

Currently we use a web based system called Service Now, doesn't seem too bad either.

Xinn · 11 Dec 2009 at 16:43

Also use Visual QSM.

Personally I think it's terrible. Crashes with errors several times a day with "access violation" issues among other things. Might be unique to us I don't know.