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We use OneNote for knowledgebase. The MSP that has been doing IT at this company I just joined (I'm in-house IT guy no. 3) is using ConnectWise. It's crap, according to them you can't create basic workflows (e.g. when subject of ticket contains X, give it Y category and assign to Z queue).
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Mar 31, 2016 23:34
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Anyone have a cheaper alternative to suggest than Zendesk for end-user support centric ticketing? I'm trying to bootstrap a start-up and can't afford much but do need some form of customer support that doesn't look ghetto.Wrath of the Bitch King posted:ITSM is a bag of flaming dogshit, but it's hard to tell if it's the product or the terrible engineer we have working on it that caused the problem. ITIL service desk anything that even bats an eye at the term CMDB is the primary difference between a $500 ticketing system and a $50M+ one like what we have (just in licensing costs alone, probably another order of magnitude more in just plain labor costs to maintain the horrific "integrations" developed that I swear have bikini pricing - exponentially increasing price the less material you get). Any enterprise ticketing system like HP Service Manager, BMC Remedy, or Service Now will be insanely expensive and require so many POCs for basic stuff it's not even funny. I would generally lean toward "the database schema / API integration mechanics are so bad + whoever designed the ITSM specs and workflows are probably mentally handicapped that even if you assigned Jeff Dean to come up with an implementation and working design it would be terrible" as the answer when it comes to "why is my enterprise IT ticketing so bad?" I think I've worked on at least 200 ITSM POCs very few of which I thought were ok, don't shoot me  703 posted:For MSPs or large infrastructures with a hodge-podge of vendor types- https://www.sciencelogic.com/product/solutions (not cheap)
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Apr 4, 2016 12:57
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When we bad zero budget we used Freshdesk. Works well enough that we never bothered moving off once we got a budget.
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Apr 4, 2016 12:58
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necrobobsledder posted:Anyone have a cheaper alternative to suggest than Zendesk for end-user support centric ticketing? I'm trying to bootstrap a start-up and can't afford much but do need some form of customer support that doesn't look ghetto. JIRA Service Desk? You're probably going to end up with some Atlassian at some point so you may as well get started.
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Apr 4, 2016 13:31
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CIO just pulled the trigger on HEAT without input from anyone in the department. How boned are we?It's replacing a horrible instance of BMC Service Desk Express.
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Apr 4, 2016 15:08
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gooby pls posted:CIO just pulled the trigger on HEAT without input from anyone in the department. How boned are we?It's replacing a horrible instance of BMC Service Desk Express. It's going to take a lot of work and effort to get it stable, and any changes or modifications you want made will likely break something completely unrelated. Like e-mail listeners.
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Apr 4, 2016 15:15
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gooby pls posted:CIO just pulled the trigger on HEAT without input from anyone in the department. How boned are we?It's replacing a horrible instance of BMC Service Desk Express. Really? I didn't expect to hear of anyone else using HEAT. We are in the process of migrating from HEAT to BMC Track-IT.
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Apr 4, 2016 15:36
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gooby pls posted:CIO just pulled the trigger on HEAT without input from anyone in the department. How boned are we?It's replacing a horrible instance of BMC Service Desk Express. You'll need to start making some decisions about how you want to log your workflow and determine the levels of your call tree (we're doing Department>Team>Category>Call Type>Cause), but once you've got the basic stuff sorted out, it's fairly easy to maintain. We've got a massive loving database (about 1 million tickets in production, 4 million in two separate archives), so any structural changes take at least 4 hours to implement, but the daily maintenance (adding users/sites, updating field entries etc.) is a snap. This is for HEAT Classic though, I don't really have any relevant experience with their cloud services. Working with HEATsoftware's support can be really frustrating though; most of the techs working on our support issues seem to follow the path of "dick around for a week, then find out it's a known issue", but YMMV. Moey posted:Really? I didn't expect to hear of anyone else using HEAT. We are in the process of migrating from HEAT to BMC Track-IT. How's that working out for you? We're doing an evaluation this year to determine if we want to stick with HEAT or transition to a different product and I'd love to hear why you migrated, what the changeover is like etc. plainswalker75 fucked around with this message at 18:44 on Apr 4, 2016 |
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Apr 4, 2016 18:41
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plainswalker75 posted:How's that working out for you? We're doing an evaluation this year to determine if we want to stick with HEAT or transition to a different product and I'd love to hear why you migrated, what the changeover is like etc. We are still in the middle of it. When I started at my current place, we had some old rear end HEAT install that I don't believe was ever updated. It was determined that management wanted some better reporting out if it, as well as workflow for tickets/equipment requests/inventory/bla bla bla. Track-IT seemed to fit the bill. Our Service Desk lead is the one really handling the configuration of the new system, I just did the initial deployment and manage patching for him. We are using a 3rd party vendor to handle migration of historical tickets from HEAT to Track-It though.
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Apr 4, 2016 19:41
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Anyone else using SupportWorks? No, just me? 
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Apr 4, 2016 21:34
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Sheep posted:When we bad zero budget we used Freshdesk. Works well enough that we never bothered moving off once we got a budget. Freshdesk has an IT-specific ticketing solution called FreshService now which is rather nice.
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Apr 9, 2016 23:10
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Jira help desk is nice, was using it at my old workplace (we migrated from spiceworks). if you have developers in house it is really nice to be able to transfer tickets from the help desk side of stuff into Jira/sprints/whatever. My current workplace is using Dell KACE. we are a smaller business (lots of staff but not a lot of computers) and it was a cheap and effective way to get SCCM-like functionality and a new (read:actual) ticketing system. an MSP I used to work at used Connectwise and it was a pain in the rear end. the Cloud based version would constantly hang or timeout as there was no local servers for our country at that time and if the cloud went down so did our systems. It was really unintuitive and clunky and a lot of stuff didnt make any sense. this was about 3 years ago so I dont know if its any better.
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Apr 11, 2016 04:13
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LochNessMonster posted:Anyone working with the ELK-stack and/or graphite/grafana? Have a POC ELK environment (need to rebuild for full HA and all the fun that goes with that when we go prod). Considered ditching graphite for Influx?
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Apr 12, 2016 22:21
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ragzilla posted:Have a POC ELK environment (need to rebuild for full HA and all the fun that goes with that when we go prod). Considered ditching graphite for Influx? I havent worked with Influx yet, I'll look into it tomorrow. I doubt the client I'm working with now will ditch their Graphite environment anytime soon though as all their element managers are dumping their data into it. Scom, ITM, collectd, tibco hawk and a few others all ship their metrics to Graphite currently. We're trying to come up with a solution to link all the monitoring data to business transaction and see if we can report on the performance/availability of those. Currently thinking about making the relations visible with a graph database.
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Apr 12, 2016 23:10
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necrobobsledder posted:
Yeah, it goes by EM7. Sounds like a account they would be targeting, bread and butter is replacing multiple tools or having them report up to em7 as a MOM.
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Apr 13, 2016 17:04
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