Support Desk Application - ITIL complaint

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Please share your experience on the help Desk  or support desk application to use in our IT department  . It is good to have some thing with ITIL enable one
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Emmanuel AdebayoGlobal Windows Infrastructure Engineer - Consultant
Top Expert 2013

Commented:
I have used Peregrine, oSTickets, BMC Remedy and all have the folloing features using ITIL v3.0

    Single point of contact (SPOC) for IT interruptions
    Computer or Software consultations
    Tracking capabilities of all incoming problems
    Problem escalation procedures
    Problem resolution
Knowledge Management
Problem Management
Change Management
Incident Management
Service Catalog
Senior Administrator
Commented:
Hi,

I do use Jira service desk which Supercharge my team.
Check details below.

https://www.atlassian.com/software/jira/service-desk/features
All you really need is a basic helpdesk application that will allow you to set SLA's and have Incident, Problem and Change management. if you are a large enterprise then you'll need something that will track all your assets into a central CMDB.

Most helpdesk applications will have these as standard now days .
Kundan GuptaSenior Administrator

Commented:
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