Archive for April, 2007

By Arno Esterhuizen
Any IT manager who wants to pursue the IT Service Management journey by implementing the Information Technology Infrastructure Library (ITIL) needs to understand two very important factors well in advance.

The first factor is to have dedicated, trained and committed process owners.

If you want to have a successful Incident Management process which is under continuous improvement, you will need somebody who is ultimately responsible for its success and who can dedicate the time and focus to drive it and to make sure it actually happens. A lot of organizations makes one of the following mistakes: Continue Reading »
Two Critical Success Factors in an ITIL Implementation

The Open Source ITIL Software listed here are common software used by organizations to as key enablers to their ITIL processes. There are five main disciplines within ITIL which has open source ITIL software to support the discipline’s processes:

• Service Delivery
• Service Support
• Infrastructure Management
• Application Management
• Software Asset Management

If your organization has limited budget for integrated and expensive enterprise software but realizes the need to apply and implement ITIL processes within the IT department or the company as a whole, check out the following listing of open source software to support your ITIL processes.

Service Management - Service Support

Service Desk - The single point of contact between IT Users and IT Service Management

Incident Management - The process to restore IT services as fast as possible to ensure little distruption

Problem Management - The process to resolve root cause of incidents and identify known errors

OneOrZero Task Management and Help Desk System - The OneOrZero Task Management and Help Desk System is a powerful, enterprise grade task management and help desk application. It is fast, customizable and runs on virtually any platform and is released under the General Public Licence (GPL) Open Source license, allowing you to customize freely.

Eventum - is a user-friendly and flexible issue tracking system that can be used by a support department to track incoming technical support requests, or by a software development team to quickly organize tasks and bugs.

OSTicket - osTicket is a widely-used open source support ticket system. Plain and simple it is a lightweight feature packed support ticket tool written mainly using PHP scripting language.

Trellis Desk - Trellis Desk is a powerful, robust help desk solution for your business. Improve your company’s service by allowing your customers to quickly and easily submit support tickets to your team. Trellis Desk sports a range of advanced features to revitalize the way your business handles customer support. Even better, it’s completely free; you don’t have to pay any license fees to use Trellis Desk.