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How to use ITIL processes within Spiceworks

Posted on 2009-04-21
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How to to map Spiceworks tasks to ITIL processes? or how to develop ITIL processes for use with Spiceworks? (www.spiceworks.com)
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Question by:osho929
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Mark Wills earned 1500 total points
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Well, ITIL is a methodology and Spriceworks is a technology. So, it is really a matter of forming the ITIL processes and seeing then what tools are going to adequately support those processes. For example, escalation of a "call" might be achieved via a reporting process, or, automating and e-mail notification. But that also depends on what parts of spiceworks you have subscribed to, and functionality you have adopted (such as the Call Portal).

Might be an idea to formulate the ITIL processes, and then have a look at the spiceworks community for whitepapers, or best practices and can ask more detailed specific question relating to spiceworks in their community chat area : http://community.spiceworks.com/

Normally if there is an ITIL component between spiceworks and manageengine, I would normally suggest manageengine : http://www.manageengine.com/products/service-desk/itil-features.html?gclid=CPGrk-DwkpoCFRxNagodnRRiNQ

And also have a look at the ITIL resources : http://www.itil.org.uk/sm.htm
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