[37767] in Resnet-Forum
Re: What product is your organization using for Ticket Tracking?
daemon@ATHENA.MIT.EDU (Vellucci, Judi)
Thu Dec 13 14:16:31 2012
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Date: Thu, 13 Dec 2012 19:15:50 +0000
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From: "Vellucci, Judi" <judi.vellucci@tufts.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <8659D62ACDF14647B729D6067CAA198310C66909@ex-mbg-02.win.duke.edu>
Greetings!
We had several ticketing systems in play here (RT, DevTrac, Remedy and a home grown solution). We launched Service Now a year ago and have had a great experience all around. Our 'buy in' from other groups has been fast and furious in that year so we've done some growing. We're launching change and problem next!
I agree with Erin, educating folks about ITIL processes is key! The Client Relationship Management team here spearheaded our rollout and they focused on ITIL heavily in the beginning of our trainings.
Best,
Judi
******************************************
Judi Vellucci
University Information Technology
Client Support Center Manager
35 Lower Campus Road – Medford Campus
617-627-3490
******************************************
From: Erin Nettifee <erin.nettifee@DUKE.EDU<mailto:erin.nettifee@DUKE.EDU>>
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Date: Thursday, December 13, 2012 1:47 PM
To: "RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>" <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Subject: Re: What product is your organization using for Ticket Tracking?
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 about 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.ND.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 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 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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