(IT) Service Management like it should be!

Supporting our internal and external customers with a professional service management ran without effort, just works!!

Pros

- Built-in processes! No customizing required!! - About 50 release per year - constant innovation - Up and running service management in hours

Cons

- More automation of integrations (will be possible later this year) - Simpler creation of service request catalog items

Finally an ITSM tool that just works, without needing dozens of consultants!

We immediately fell for this tool the moment we saw it. It just looked so much easier and it was performing so much better than any other SaaS tool we looked at. We are located in Austria and were surprised by tools from the big two vendors performing so average over here, even though their data centers are in London, Frankfurt and in Amsterdam. We are now using it for about two years and it is even better than we thought. It has been available always, 100%. New releases are out every week and at no time did we need any consultancy for this, such a difference from our previous Footprints product!

Pros

Performance Ease of use very limited need of consultancy Integration with our printer provider for printer requests at zero costs! The support from the provider is brilliant! Personal and incredibly fast!

Cons

Color scheme is a bit dull, a bit fresher look and feel would be nice or even better, option to change color schemes A native app for iOS and Android would be nice, although the application works really well on mobile phones and tablets (HTML5)

Proud early adopters of this application and we've seen it grow and evolve greatly.

Collaberation, easy implementation, great flexibility, awesome performance.

Pros

Simple and clear interface. Controlling the application is intuitive and logical. Being able to design workflows for changes and projects is simply great. The ability to design UI extensions is golden!

Very user friendly and a good service for incident handling

Pros: Easy to use, for IT and Customers Easy to configure the Self Service portal Implementation can be done very quickly Cons: No good connectors, configuring connection with SCCM was a struggle No possibility to email updates from incidents to customer No ability to search in the UI Extensions No Knowledgebase We had problems with setting up change workflows, this should be improved

ITRP for ICT Shared Services - a challenging mulitenancy service management implementation

As a project manager and service management consultant , I was responsible for the implementation of ITRP as the service management tool for ICT shared services. ICT Shared Services provides ICT to nearly 25 of Belgium's federal government agencies and public services. ICT shared services has contracts with several service providers to deliver the services. For this project we had some major challenges * Complex customer service catalogues and SLA's : implementing and measuring SLA's for the 25 customer organisations * Multi tenancy : giving the possibility to the customer organisations to use ITRP for their local helpdesk function and support. With security barriers between the different customer tenants and easy integration with the ICT Shared Services support * Measuring service provider performance : implementing and measuring SLA's / underpinning contracts with the service providers * Implement this solution in 3 months time (transition period) * On-premise installation This mission was accomplished and all requirements are fullfilled. Thanks to excellent support and incredible agility of the ITRP institute