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ITSM tools for telecom
Gesit Ramadyan 08 Jun 2018 02:19
Hi Guys,

We are small organization providing fiber optic network services. My plan is to adopt ITIL as framework to our operation. Any suggestion which itsm tools is the best fit for us?

will serve external customer

Estimated around 20 agents will be supporting, detail;
4 service desk
2 level_2 engineer
6 agents will work as field engineer
4 people as CAB approval
2 people manage sacm

our processes:
service level management
incident management
problem management
Change management
would like to have cmdb (asset, contract, ci)
reporting able to grab mttr and mean time to create ticket
Also would like to have SMS notification for incident update

thank you
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11 Jun 2018 20:45
The only two I have seen in action are ServiceNow and ServiceDesk Plus. Both do a great job, when configured correctly..
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20 Jun 2018 02:46
Thank you John,

I've tried servicedesk plus demo and it was great. I uave difficulties contacting serviceNow, they are not very responding
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09 Sep 2019 15:58
Gesit Ramadyan wrote: Thank you John,

I've tried servicedesk plus demo and it was great. I uave difficulties contacting serviceNow, they are not very responding

Hi,

Thanks for your recommendation. The great thing about Servicedesk Plus is that you can straight go to the demo environment to test, without any need to subscribe.

You can access the demo environment via:
http://demo.servicedeskplus.com/

A second plus point is the available real time dashboard Which you can use to monitor KPI's.

Have a nice day,

Pieter

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01 Oct 2018 18:15
nice post, thank you  very much
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12 Oct 2018 19:16 Edited on 12 Oct 2018 at 19:20
Thanks for information , its really helpful..

 
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13 Dec 2018 11:11
You can try Service Now and Remedyforce. Both are very strong and flexible tools providing good customization and configuration options.
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01 Aug 2019 10:37
Hello,

Thanks for the infomation. Will go through it
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09 Sep 2019 15:52

Gesit Ramadyan wrote: Hi Guys,

We are small organization providing fiber optic network services. My plan is to adopt ITIL as framework to our operation. Any suggestion which itsm tools is the best fit for us?

will serve external customer

Estimated around 20 agents will be supporting, detail;
4 service desk
2 level_2 engineer
6 agents will work as field engineer
4 people as CAB approval
2 people manage sacm

our processes:
service level management
incident management
problem management
Change management
would like to have cmdb (asset, contract, ci)
reporting able to grab mttr and mean time to create ticket
Also would like to have SMS notification for incident update

thank you


Hi,

If you want a full stack piece of software to do ITSM; you could look at websites likes this:
https://www.techradar.com/news/best-itsm-tool

Sites like the one above provide a great deal of information about various software ITSM tools and do a PRO-CON-comparisson which saves you a great amount of time in deciding which tool meets best your requirements.

Do note that you often can subscribe for a trail so you can test the tools before getting a paid subscription.

Please let us kindly know which tool you eventually took.

Have a nice day,

Pieter

 

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