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Following this thread closely to see what y'all use. We evaluated our institution's IT support desk software and found the interface pretty hostile to problem-submitters. Instead we've stuck with our own in-house problem reporting system that has a much simpler user interface. It meets many business needs but doesn't integrate with our other systems (documentation, etc.) and our software development workflow. So we have some things we could be doing much better. -- Erin White Web Systems Librarian, VCU Libraries (804) 827-3552 | [log in to unmask] | www.library.vcu.edu On Wed, May 11, 2016 at 3:48 AM, Ben Companjen <[log in to unmask]> wrote: > Hi Stuart, > > First thought (or what should have been my first thought): what problem(s) > are you trying to solve? > I sometime wish I had software that is better geared for service > management (including incident management, CRM and documentation), but in > our small organisation with three main services it has already been helpful > to structure the information differently and get it together in well-known > places. For the Dataverse service that I'm managing we use Google > Drive/Docs, ownCloud and JIRA. > > Incident and service request management is the most important > process/business function that I think would benefit from software support. > Emails, tasks and notes in various places aren't enough anymore to keep > track of problems and questions. JIRA helps a little, but not all requests > relate to software problems and I don't want to use it for every > simple-to-answer question. > > Have you asked your institution's IT service desk for suggestions? They > might be able to support when you choose the same software. Our IT uses RT > and seems happy with it. I'm hoping to get a queue for Dataverse-related > requests in their system. > > Hope this helps. > > Ben > > > > > On 10-05-16 23:42, "Code for Libraries on behalf of Stuart A. Yeates" < > [log in to unmask] on behalf of [log in to unmask]> wrote: > > >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 >