Need a new Service Desk SRMS / CRMS

[smellysmithie]

Hello There!

I would first like to say that I sincerely appreciate you sharing any of your hard gained wisdom.

I am an IT Service Manager in an international non-profit organization which will deploy an enterprise wide CRM in 18 months time. In the mean time I am responsible for the consolidation of 3 HelpDesks (Desktop, Apps, Telephony) into one, ITIL compliant Service Desk supporting 800 users.

I now need to identify a service desk ticketing tool (SRMS) that will involve a low implementation effort (18 mth lifespan) and have ITIL functionality. Up to now I have been considering ‘On-Demand’ solutions such as Siebel.

My question is would you recommend SugarCRM on demand?
To be honest I would prefer to go for an SRMS rather than a CRMS as it would be less effort to implement and would provide a better ROI over the 18 mths. However, I am going to have to justify this with senior management.

I would be very grateful for any input.

S

[Angel]

My question is would you recommend SugarCRM on demand?

If you need ITIL compliance, you need to look elsewhere. Sugar's service module capabilities are pretty limited, as that is not its main focus.

You need a full blown help desk automation solution for your needs. Check out the Helpdesk Institute's site (www.thinkhdi.com) for some ideas on potential vendors you might want to consider.

[smellysmithie]

Hi Angel,

Many thanks!