[37801] in Resnet-Forum
Re: What product is your organization using for Ticket Tracking?
daemon@ATHENA.MIT.EDU (Mary Ryan)
Mon Dec 17 14:59:46 2012
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Date: Mon, 17 Dec 2012 13:59:15 -0600
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Mary Ryan <ryanm@webster.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAJiOijPEomJzPcP9OJCeYnpgZPwtQB1Q5q-ss8DQcdYyGtSd6g@mail.gmail.com>
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We are currently using SchoolDude's ITDirect, and I definitely would not
recommend it. It's primary customers are K-12 organizations and it is not
customizable in any useful ways.
We are starting the process of trying to request funds for a replacement
solution. Service Now is on the top of our list, but of course, it's one of
the more expensive ones out there. But you get a lot for the price it seems,
and we're working to become more heavily entrenched in ITIL.
Mary Ryan
Service Management Analyst
Webster University
314-246-8753
ryanm@webster.edu
From: Resnet Forum [mailto:RESNET-L@listserv.nd.edu] On Behalf Of Cesar Nau
Sent: Thursday, December 13, 2012 12:43 PM
To: 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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vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>We are =
currently using SchoolDude’s ITDirect, and I definitely would not =
recommend it. It’s primary customers are K-12 organizations and it =
is not customizable in any useful ways.<o:p></o:p></span></p><p =
class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> =
</o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>We are =
starting the process of trying to request funds for a replacement =
solution. Service Now is on the top of our list, but of course, =
it’s one of the more expensive ones out there. But you get a lot =
for the price it seems, and we’re working to become more heavily =
entrenched in ITIL.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> =
</o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>Mary =
Ryan<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> =
</o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri","sans-serif";color:#17365D'>Service =
Management Analyst<o:p></o:p></span></i></p><p =
class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri","sans-serif";color:#17365D'>Webster =
University<o:p></o:p></span></i></p><p class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri","sans-serif";color:#17365D'>314-246-8753<o=
:p></o:p></span></i></p><p class=3DMsoNormal><i><span =
style=3D'font-family:"Calibri","sans-serif";color:#17365D'>ryanm@webster.=
edu<o:p></o:p></span></i></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p> =
</o:p></span></p><p class=3DMsoNormal><b><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span>=
</b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'> =
Resnet Forum [mailto:RESNET-L@listserv.nd.edu] <b>On Behalf Of </b>Cesar =
Nau<br><b>Sent:</b> Thursday, December 13, 2012 12:43 PM<br><b>To:</b> =
RESNET-L@listserv.nd.edu<br><b>Subject:</b> What product is your =
organization using for Ticket Tracking?<o:p></o:p></span></p><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>Good =
afternoon all,<o:p></o:p></p><div><p =
class=3DMsoNormal><o:p> </o:p></p></div><div><p =
class=3DMsoNormal>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:<o:p></o:p></p></div><div><ul =
type=3Ddisc><li class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 =
level1 lfo1'>What product are you using for tracking trouble =
tickets?<o:p></o:p></li><li class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 =
level1 lfo1'>Are you satisfied with the product?<o:p></o:p></li><li =
class=3DMsoNormal =
style=3D'mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l0 =
level1 lfo1'>Any concerns or general =
comments?<o:p></o:p></li></ul></div><div><div><div><p =
class=3DMsoNormal><o:p> </o:p></p></div><p class=3DMsoNormal>Cesar =
A. Nau<o:p></o:p></p><div><p class=3DMsoNormal>Assistant =
Director<o:p></o:p></p></div><div><p class=3DMsoNormal>Fordham =
University | IT Customer Care<o:p></o:p></p></div><div><p =
class=3DMsoNormal>718.817.4598<o:p></o:p></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p></div><p =
class=3DMsoNormal>___________________________________________________ =
You are subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To =
subscribe, unsubscribe or search the archives, go to <a =
href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" =
target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a> =
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