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I’m looking for recommendations for software to run our much of our academic library back-of-house business-as-usual work. Things like incident management, CRM, documentation management, etc across three tiers of support. We’re looking for something more structured than a mediawiki wiki (which we’ve got) and probably less structured than full-blown ITIL. We’re happy with open source or proprietary, self-hosted or cloud solution, but we’re not happy to pay the kinds of money that Alemba (formerly VMWare) are asking for vFire Core (formerly VMware Service Manager). We have library management system (ALMA), a discovery system (PRIMO), a website (httpd, drupal), a proxy (EZproxy) and a copyright management system (Talis Aspire). Our institution provides us with user management, physical access management, VM host, email and physical infrastructure. Thoughts? -- ...let us be heard from red core to black sky