[itdiscuss] HelpDesk Software

[Jason Powell]

I just blogged about our past/present/future help desk stats and solutions ... also has link to the free CMMS solution our Facilities Manager loves http://jpowell.blogs.com/jason_powell_church_it/2010/01/help-desk-stats-tidbits-and-solutions.html

We're using ServiceDesk Plus but most likely moving to Kayako Support Suite (FREE to 501c3's).
I thought we'd use the hardware and software asset tools in ServiceDesk ... but after 3 years we've not found those tools in SD plus that helpful.  I think Jason Lee uses these features so you might ask him how well they work.

Several people in IRC chatroom http://citrt.org/chat use the products listed below ... might ping them for feedback.  I know Derek Berg uses SysAid, Mark Burleson uses ServiceDesk, David Szpunar uses HelpSpot, and others use spiceworks.

Jason Powell

From: discuss-bounces at itdiscuss.org [mailto:discuss-bounces at itdiscuss.org] On Behalf Of Mark Rock
Sent: Sunday, January 24, 2010 11:21 AM
To: discuss at itdiscuss.org
Subject: [itdiscuss] HelpDesk Software

I am in the process of reviewing and making a final decision on a new Helpdesk solution for our church.  I need the helpdesk part and would like to have it handle asset and software inventory.

I have narrowed it down to the following systems and would like any feedback or input that any of you might have regarding these systems, or others you have used:


1)      SysAid Help Desk Software and Asset Management Software

2)      Numara Track-It!<http://www.numarasoftware.com/Track-It/help_desk_software.aspx>

3)      ServiceDesk Plus

4)      LANDesk

There is also a request that we set up some type of helpdesk system for our Campus Operations area too, any recommendations on that one.

Mark Rock
Information Systems Director
Lincoln Berean Church
402-483-6512 | mrock(at)lincolnberean(dot)org | www.lincolnberean.org<http://www.lincolnberean.org/>



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