Incident Management Tool

[Pho3nix]

Hi all,

Doing some research on the above and need some assistance.
We need a Incident Management Tool for our department and we are currently looking at the MS Stack (Dynamix + SharePoint) before doing something custom.

Does anyone have any experience with these tools or have any freeware that we can use moving forward.
Please note that it can't be open source unfortunately as this is a corporate of sorts

Money shouldn't be an issue but integration with SharePoint would be a nice to have and the incident timer pausing if the incident is awaiting customer feedback or something would be nice as well.

Your advice would be appreciated.

 

[ToxicBunny]

Do yourself a favour..


Look at Remedy, and let it take over your whole company

 

[AfricanTech]

Hi all,

Doing some research on the above and need some assistance.
We need a Incident Management Tool for our department and we are currently looking at the MS Stack (Dynamix + SharePoint) before doing something custom.

Does anyone have any experience with these tools or have any freeware that we can use moving forward.
Please note that it can't be open source unfortunately as this is a corporate of sorts

Money shouldn't be an issue but integration with SharePoint would be a nice to have and the incident timer pausing if the incident is awaiting customer feedback or something would be nice as well.

Your advice would be appreciated.

Urgh!!

Sharepoint being used for production incident tracking

/shudders

There are proper tools out there from reputable vendors (HP, IBM, etc) - I'm not sure that even Microsoft would recommend Sharepoint for Incident Management in a production environment - departmental level maybe, but not organisational level.

 

[DukeofHouse]

Check out SAP's Cloud for Customer solutions. There's a specific area/function for service scenarios that should cover your requirements.

http://www.sap.com/pc/tech/cloud/software/cloud-for-service/index.html

Before you imagine big $ signs (Euro signs??), the pricing is very competitive even when compared to Remedy, etc. and the solution is scalable.

 

[Pho3nix]

Do yourself a favour..

Look at Remedy, and let it take over your whole company

They are trying to move away from Remedy

 

[Pho3nix]

Urgh!!

Sharepoint being used for production incident tracking

/shudders

There are proper tools out there from reputable vendors (HP, IBM, etc) - I'm not sure that even Microsoft would recommend Sharepoint for Incident Management in a production environment - departmental level maybe, but not organisational level.

More from a department level. Around 4000 users will be accessing the system.
As for SharePoint , moving to 2013 in the next quarter which apparently should make things easier but um yeah.. SharePoint is SharePoint.

@Necuno any helpful insights on this?

 

[dadecoza]

Do yourself a favour..


Look at Remedy, and let it take over your whole company

We have been busy replacing HPSD with Remedy for the last 3 years and are almost at the end. Took a bit of getting used to and some teething problems but I'm getting to like it.

One of my fun little projects was to write integration between MS Lync and Remedy.

 

[Maverick Jester]

JIRA?

 

[Pho3nix]

JIRA?

Hmm.. Didn't think of this. Think we might even have licenses. How is it working in your end? Think you are also at a corporate if memory serves.

 

[Maverick Jester]

Hmm.. Didn't think of this. Think we might even have licenses. How is it working in your end? Think you are also at a corporate if memory serves.

Yep. Works pretty well, all incidents, production or otherwise, and change orders are managed through it. Think we have a similar sized user base on our end as you expect to have.

 

[ToxicBunny]

They are trying to move away from Remedy

No guts...

 

[Pho3nix]

No guts...

Not sure if the exact reasoning but something about changes takin too long VS if it was managed in-house(department level). Current Remedy deployment looks after the entire corporate.

 

[Pho3nix]

Yep. Works pretty well, all incidents, production or otherwise, and change orders are managed through it. Think we have a similar sized user base on our end as you expect to have.

JIRA team on site isn't all that clued up tbh on all the functionality but I'll look into this. Thanks!

 

[AfricanTech]

More from a department level. Around 4000 users will be accessing the system.
As for SharePoint , moving to 2013 in the next quarter which apparently should make things easier but um yeah.. SharePoint is SharePoint.

@Necuno any helpful insights on this?

run away!

Your recent increase is not worth the pain that this solution will inflict upon your life

don't look back, don't take anything with you - just run!

 

[AfricanTech]

JIRA?

Hmm.. Didn't think of this. Think we might even have licenses. How is it working in your end? Think you are also at a corporate if memory serves.

+1

It's worth having a look at.

Btw, are you guys using Slack for collaboration?

 

[Pho3nix]

run away!

Your recent increase is not worth the pain that this solution will inflict upon your life

don't look back, don't take anything with you - just run!

My career started as a SharePoint Dev so that's why such a task was given to me. Leaning towards custom but 3 months is too long apparently
Can't hate SharePoint because it taught me a lot but trust me. I never want to go back

 

[Pho3nix]

+1

It's worth having a look at.

Btw, are you guys using Slack for collaboration?

Confluence but it is horrid.
Or maybe it was setup badly.

 

[Hamster]

Hmm.. Didn't think of this. Think we might even have licenses. How is it working in your end? Think you are also at a corporate if memory serves.

+1 for JIRA

 

[Maverick Jester]

Confluence but it is horrid.
Or maybe it was setup badly.

Actually, I'm not a fan of Confluence either, but that's more to do with the way it works. It actually is quite well set up.

 

[Pho3nix]

Apparently we have the entire Atlassian stack licence wise.
Asked for a test site for the Jira Service Desk stuff. Will provide some feedback.