[37757] in Resnet-Forum
Re: What product is your organization using for Ticket Tracking?
daemon@ATHENA.MIT.EDU (Erin Nettifee)
Thu Dec 13 13:48:21 2012
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Date: Thu, 13 Dec 2012 18:47:37 +0000
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From: Erin Nettifee <erin.nettifee@duke.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAJiOijPEomJzPcP9OJCeYnpgZPwtQB1Q5q-ss8DQcdYyGtSd6g@mail.gmail.com>
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We are using ServiceNow at Duke (www.service-now.com). Moved from Remedy in=
the spring. It offers a lot of flexibility (especially versus our previous=
Remedy implementation,) so I like it. It does require educating staff abou=
t ITIL processes so they understand why things are set up the way that they=
are set up.
Best,
Erin
From: Cesar Nau <nau@fordham.edu<mailto:nau@fordham.edu>>
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.N=
D.EDU>>
Date: Thu, 13 Dec 2012 13:43:08 -0500
To: <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Subject: What product is your organization using for Ticket Tracking?
Good afternoon all,
I'm sure this topic has been discussed in the past, but I would like to re-=
ask what your organization is using for Ticket Tracking? We are currently u=
sing BMC Service Desk Express, but are proactively looking at what are opti=
ons are since the product will be EOL in a few years. If you have a few sec=
onds, can you please reply answering the following questions:
* What product are you using for tracking trouble tickets?
* Are you satisfied with the product?
* Any concerns or general comments?
Cesar A. Nau
Assistant Director
Fordham University | IT Customer Care
718.817.4598
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<div>We are using ServiceNow at Duke (www.service-now.com). Moved from Reme=
dy in the spring. It offers a lot of flexibility (especially versus our pre=
vious Remedy implementation,) so I like it. It does require educating staff=
about ITIL processes so they understand
why things are set up the way that they are set up.</div>
<div><br>
</div>
<div>Best,</div>
<div>Erin</div>
<div><br>
</div>
<span id=3D"OLK_SRC_BODY_SECTION">
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<span style=3D"font-weight:bold">From: </span>Cesar Nau <<a href=3D"mail=
to:nau@fordham.edu">nau@fordham.edu</a>><br>
<span style=3D"font-weight:bold">Reply-To: </span>Resnet Forum <<a href=
=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>><br>
<span style=3D"font-weight:bold">Date: </span>Thu, 13 Dec 2012 13:43:08 -05=
00<br>
<span style=3D"font-weight:bold">To: </span><<a href=3D"mailto:RESNET-L@=
LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>><br>
<span style=3D"font-weight:bold">Subject: </span>What product is your organ=
ization using for Ticket Tracking?<br>
</div>
<div><br>
</div>
Good afternoon all,
<div><br>
</div>
<div>I'm sure this topic has been discussed in the past, but I would like t=
o re-ask what your organization is using for Ticket Tracking? We are curren=
tly using BMC Service Desk Express, but are proactively looking at what are=
options are since the product will
be EOL in a few years. If you have a few seconds, can you please reply ans=
wering the following questions:</div>
<div>
<ul>
<li>What product are you using for tracking trouble tickets?<br>
</li><li>Are you satisfied with the product?<br>
</li><li>Any concerns or general comments?<br>
</li></ul>
</div>
<div>
<div>
<div><br>
</div>
Cesar A. Nau
<div>Assistant Director</div>
<div>Fordham University | IT Customer Care</div>
<div>718.817.4598</div>
</div>
<br>
</div>
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