Anyone using system center service manager help desk?

[FN-GM]

Hi,

 

I am just wondering anyone is using the help desk in SCSM? What are your thoughts please with it please?

 

Thanks

[teklogic]

Hi, I have just started to use it. I think it is far too intensive for a smallish team.

[FN-GM]

We we are looking at getting other departments involved. For example Repro, the site team, Sims manager, Curriculum technicians. Is it possible for one team not to be able to edit another teams tickets?

 

We currently have Spiceworks, but you dont have much control permissions wise.

 

Thanks

[teklogic]

that sounds like a good idea, I am unsure about the tickets. I will have a look tomorrow and let you know.

 

I would imagine you can because it has the options for multi-level response.

[free780]

I was put off by the sys reqs . We are looking at sccm as well which is going to require a lot of resources.

[FN-GM]

We already use SCCM, well worth having that.

 

For a small setup you dont need the hardware resources said on the MS site.

[deano]

Played with it for a while but was extremely advanced and ott. It would be great f you use scom, sccm etc on a large scale but for just one school its not the hassle in my opinion

[pritchardavid]

We might give this a try when we get our new servers, how current servers won't hack the job

 

It makes sense to use the if you have paid for the system centre suite.

 

So sorry to say what haven't managed to give it a go yet

[psutton123]

Hey All,

 

Service Manager is gaining traction in the market place for many reasons such as attractive pricing, good ITSM features, and tight integration to the rest of System Center.

 

We are presenting Service Manager with ING Direct if you're interested in learning more 11/14/2012 https://www3.gotomeeting.com/register/818349062

 

Thanks,

Paul

Cireson.com

[benjie]

Hi,

 

GLPI helpdesk, enables you to do all things that you are suggesting. It does take a bit of setting up but it is worth it.

 

Hope this helps.

[heckle]

Sorry to bring this back up but I was wondering if anyone who was using this had any update. We are looking to implement it this in the next few months. We are waiting for SCCM 2012 SP1 to be released so we can load up Server 2012, SCCM 2012 and Service Manager. We 17 High Schools, our Central Office and another office. Total of 19 or 20 Primary Sites with around 10,000 pc's and a dozen Techs.

[FN-GM]

Hi. I am going to play with it at Christmas, not had chance yet had other projects take priority.

[cscott]

We've been using SCSM for about 6 months now - needs a reasonable about of config but useful for ensuring staff follow correct process for service request and ensuring your change requests are properly documented and authorised before being implemented - was great when auditors came in a couple of weeks ago, just pointed them at that as evidence, best audit report we've ever had.

 

Microsoft have designed it along ITIL best practice guidelines so if your Helpdesk processess & procedures map to these it should be pretty straight forward.

[jamesfed]

Tried it and found it a little too 'big' for our needs - ended up putting together a SharePoint site with various workflows built in.

 

If I were in a larger organisation I sure would use it though, loads of tools and the potential for intergration with other System Centre products is amazing.