We use Service-Now.com It's SaaS stuff and may be a bit expensive for schools to run internally, but if you clubbed together and portioned it off for each school which is dead easy to do it would be fine. It has all the ITIL based stuff you would want (incident, change, problem management), an excellent discovery tool for your inventory along with a great asset management and configuration management system. It is configurable enough to run how you want it. You can try it out for yourself at www.service-now.com/demo
thing is, schools clubbing together would only be a good thing IF they had a group of techs between them that service each school, otherwise there is no cost benefit!
Running the demo, it seems overly complicated and most teachers wouldnt have the slightest in how to use it. If it was simplified then it may actually be a good tool! (thats just my opinion, not anyone elses!)
That's kind of the beauty of the system. You can simplify it as much as you like.
Originally Posted by nephilim
With regard to your first point. The system can be configured in such a way that you can carve it up into "companies", so each school could have the system work independently for their school and you would only be able to see the data relevant to your school, including separate SLAs etc etc. So in effect, you are getting, if you had five schools for example, five different systems within one system for a price spread across five schools.
Of course as I work at an RBC, we are all for aggregating costs across the region, which is why we have agreements brokered with people like Sophos for example where we get a five year license for a High School for something like £1200 which not only covers school machines, but covers the equivalent number of home machines as well with the full suite of products.
That's correct, however Unipress Software is much more than a Web Help Desk reseller. Unipress Software provides full localised technical & implementations support to the UK (as well as all of EMEA, India, and Russia).
Originally Posted by Gatt
Feel free to download a free help desk software trial or try out a 30 day hosted SaaS trial (hosted in the UK for optimal speed and performance). The hosted trial will allow you to avoid the red-tape many have associated with installing software on a server; especially when you only want to test the help desk software.
For more information about our help desk software, sold and supported in the UK, please visit:
Unipress Software - Help Desk Software by Web Help Desk
Go here to get a hosted SaaS help desk trial (click on the "Download" button and select the license type of "ASP Hosted Plan" for your hosted trial):
Hosted SaaS Help Desk by Web Help Desk
have a look at kayako support suite with livesupport module, we use it here all 3 technicians can pick up a request to provide support via chat interface