How do you or your organization use this solution?
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The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as it happened. Then by using that knowledge base analysis and see what trends are occurring within the systems.
We mainly use it for service requests and incident management. It is being used for all problem tickets and change requests. We are using the latest version.
Overall, within our company, there are over 15,000 end-users and 400 incident management members using this solution.
Clients use it for incident management, problem management, change management, and device management.
We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers.
The primary use case of this solution for individuals calling into the help desk to have a ticket created over the phone, which becomes an incident. If the incident gets upgraded then it becomes a problem and then they work on it.
This tool is used for ticketing purposes, to track down daily issues and requests as part of business requirements. It includes ITIL practices such as incident management, problem management, change management, asset management, and configuration management. We are able to link tickets to one another. It is used to create, modify, update, and resolve tickets. Parent/child tickets are possible to create. It can also create problem tickets and change requests. It will easily calculate SLAs and can create and customize reports as per user requirement.
It is the enterprise ticketing system at KU Health Systems. We use it for incident management, asset management, knowledge management, problem management, release management, and change management. There are also several tools, such as SCCM, and other integration solutions (e.g., TLS) which ingest the data and give the executives a flash dashboard to look at. The idea is to reduce downtime and expedite recovery time.
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