Flexible ITIL Service Desk for Webware

Used Flexible ITIL Service Desk for Webware?

Developer’s Description

Bring agility and control to your IT service and deliver exceptional service to customers.

ITIL (Information Technology Infrastructure Library) is about improving the quality of IT services. It is a set of guidelines published by the UK government that suggest how to improve efficiency, reduce failure, and improve customer service. It is no coincidence that EnterpriseWizard provides the industry's leading ITIL solution, since the system architecture and functionality set were designed to meet the ITIL guidelines. Any ITIL application should be able to map the complex relationships between assets (configuration items), people, and several kinds of requests. It should also automate a variety of processes, ensuring the correct procedures are followed, notifying about deadlines and service delivery failures, and so on. However, that is not enough. Several applications claim to be ITIL compliant, or even ITIL certified -- this is really a meaningless claim, since only individuals can be ITIL certified -- but the problem is that ITIL guidelines are not prescriptive. The ITIL documentation does not tell you how to construct a service catalogue or how you should implement the process of converting a service request into a problem or change request. Therefore, ITIL software vendors have designed their systems to implement ITIL the way they think it should work. But your company may have different needs than the company next door, and many pre-configured ITIL products are not flexible enough to let you implement ITIL the way that is best for your company. Take the example of Services Requests and Incidents. Some companies may see Service Requests and Incidents as two sides of the same coin - allowing their end users to submit both kinds of record in a single interface/table, while using rules and workflow to allow for different process flows based on the type of issue being submitted. Other companies may want to separate these functions completely, holding Service Requests and Incidents in separate tables and managing them very differently.

Flexible ITIL Service Desk for Webware

Used Flexible ITIL Service Desk for Webware?

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Full Specifications

GENERAL

Release: May 6, 2020

Latest update: May 6, 2020

Version: february-2020

OPERATING SYSTEMS

Platform: Webware

Additional Requirements: None

POPULARITY

Total Downloads: 57

Downloads Last Week: 0

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User Reviews

4.7/5

3 User Votes

Best ITIL program
RakhiBoBakhiMarch 9, 2011
Pros
Maps all of our ITIL stuff for us, charts everything
Cons
None I can think of so far
Summary
We had no idea how to implement ITIL (It was managements idea), but it made the whole thing really easy. Ask them for the document on how the ITIL system really works. For some reason they do not include it in the download, but you will need it if you want to change things.
ITIL that actually helps
HoraceMulroneyMarch 7, 2011
Pros
-Out of the box pre-built ITIL platform. -We could customize anything about it. -Didn't have to change our business.
Cons
-Limited users on the free version. -No integration for Peachtree.
Summary
Our boss decided we needed to adopt ITIL, and at first we were pretty sure we were going to have trouble with it. Every option we looked at required us to change so much about our business that it would have ended up hurting us more than helping. It was the only ITIL option that we could customize to actually do what we needed. It was good for us since that meant we could fit it to our business, which was a whole lot less painful than redesigning our entire IT system to fit into ITIL.
Complete ITIL Toolset
raomcbrideMarch 3, 2011
Pros
-Combines ITIL tools with automation tools -Flexible workflow editor -Effective support ticket system
Cons
-Only free for the first 5-10 users
Summary
I never like mandates to implement new things, since IT always gets the brunt of blame for any problems even when we are just following directions. So I was worried about adopting ITIL, but this has actually worked out pretty well. Unlike some programs it does more than just add a bunch of restrictions and bureaucracy; it incorporates automation so our processes actually run faster than before. The reports and search feature let me to see what is actually going on in the department - how long people are taking to resolve tickets, how often they get re-opened, etc.