Breaching SLA's

[Advocate]

We have a new helpdesk system. When you breach an SLA we are forced to put an updated reason for breach to enable us to close the call down. To see if our comments were being looked at by anyone we started puttting the word 'Elephants' in. Then one of our bright sparks came up with the acroymn detail. so...
E - Executive
L - Lead
E - Environment
P - Prevented
H - Helping
A - Anyone in
N - Normal
T - Time
S - Scale

[Hawkeyez]

Which helpdesk system is that?
Our head has hinted that ours (librium) may get replaced.

[Advocate]

It called Marvel but it is far from marvellous

[bossman]

I have just been presented with Richmond SupportDesk software with free license worth £500, so will be testing this after the new year. At present we use librium which has been brilliant for us over the past 5 years it has been in use.

We do need to move onto something which will allow us to run automated reports at the click of a button so this may be the time to do this.

I always find that most desktop support portals are too large and cumbersome for what the schools require as most are developed for enterprise systems what are other people's thoughts on this?

[Chris_]

I have just been presented with Richmond SupportDesk software with free license worth £500, so will be testing this after the new year. At present we use librium which has been brilliant for us over the past 5 years it has been in use.

We've just been offered the Richmond SupportDesk for free with the £500 voucher thingy. I couldn't find much information out about it. Would be good if you could let us know how you get on with it.

[somabc]

It called Marvel but it is far from marvellous

Oh man I feel sorry for you!
- A fellow Marval user.