Wednesday, June 14, 2006

Service Desk (Ticketing) and CMDB

We currently use a small companies ticketing system for our IT service desk operations. I will leave the vendor's name out, because the product is not cutting it for many reasons. It can't scale, it doesn't have an open architecture, and its a poor all around product in the area of reporting and integration.

We have an old change tracking system, which is quite good (especially for its age), but its developed internally, and it doesn't have the proper functionality that we need.

I feel that in order to properly implement a full blown CMDB solution that it needs to be integrated fully with change management and ticketing systems. The only vendor I feel that can properly give you that infrastructure is HP. I'm going to be spending a lot of time to understand how their products work together to provide that. If anyone has comments on some other comprehensive and enterprise class companies with that kind of offering I am interested to know about it.

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