Functionality -> Change and asset management

[Jeremym87]

Are there any plans to incorporate an asset tracking module?

[9thtee]

I really like SupportSuite but one thing that I find necessary is integrated change and asset management. Is this by chance coming soon??

Thanks,
Mark

[Doug I.]

Asset ManageMent? R U kidding?

How do you go from an excellent HelpDesk oriented application to wanting asset management in the mix of things? I don't even see the correlation or integration benefits of such a suggestion.

Might as well be asking for Inventory control, Point-of-Sale, and Financial planning capabilities while we are in the asking mood.


Doug

[9thtee]

Well, since our helpdesk calls nearly always are related to a piece of equipment, to me it seems quite funny not to include it. I guess you do not deal with equipment.

We have been using Web Help Desk for a good while and while I do not necessarily like the interface and other things, the integration of assets so that we can monitor ongoing issues with certain pieces of equipment is invaluable.

I really like the look and feel of SupportSuite and have been playing with it for a while. I just cannot imagine using it in production without being able to track support requests on an equipment basis.

[mhunt]

Mark, I would support this. We are also a corporate whom use asset management heavily here, so would see this as a great addition. A great number of leading Helpdesk products include such a feature, so I see it as a natural progression for Kayako.

Check out www.servicedeskplus.com as a 'cheap' example. A rather poor Helpdesk product but shows what can be done

Mark

[jab]

I believe what you are asking for is what in the ITIL methodology is called "Configuration Management". It is an important part of IT Service management - but so is problem management, configuration management, release management, etc. I think kayako should focus in getting the Incident management part right - let the bigger players sell the expensive "all-in-one" tools.

[DougC]

I would also like to see this. I think Varun already mentioned this as a possible add-on module once v3 is stable.

[Doug I.]

Ok... now I understand the picture. I think "Asset Management" is probably not the best term for explaining what you want. Jab suggests some other terminologies that might better explain what you are asking for.

IMO, I think SupportSuite is far from any other forms of web-based management, beyond incident management. They still have a lot of work to do in the incident management arena, before they can even begin to conquer industry-specific needs.

Later,
Doug

[Gareth]

Actually, an 'asset management' tool would be very welcome - whilst I note that a fair number of users are service companies - we deal with hardware too.

Does anyone already use a tool for this type of management? Or any other thoughts?

[rdomingu]

a lot us use kayako for internal help desk. asset management would be a great addition.

[JimWheeler]

Hi there

We are currently evaluating this product, and so far think it looks good.

Apart from ticketing for incidents, we have a need to provide some form of Change Management - for example, a technician wants to carry out some work on a server, so he raises a change notice which says what it is he is going to do and when with risk analysis, backout plans etc. The Change notice is then emailed to approvers who either then approve or reject it. Once fully approved, the Change request can go ahead.

Once the change has been carried out, the change notice would be closed with a status (Successful, failed, completed with issues, etc).

It would also be nice to be able to view all changes in one click of a button, perhaps according to status - pending, under review, completed, rejected etc.

Are there any plans to build a Change request module into SupportSuite, or indeed is there anybody out there who has developed a clever way of doing this type of thing with Support Suite as it currently is?

Feedback welcome!

Jim

[kaviar]

This sounds like a great idea, it would be a good addition to the supportsuite

[mhelms]

Is there anyone that has thought of implementing the Features of the ITIL guidelines into Kayako?

- Incident Management
- Problem Management
- Change Management
- Release Management
- Configuration Management

Lots of businesses and coporations has to comply with the ITIL guidelines by law which means that they need to implement some systems to handle this.

In Denmark a new Danish Standard for IT security has been released (DS 484) which takes it base in the ITIL guidelines. This has to be followed by the state and all institutions by January 2007. Also large coporations has to make annual reports on IT security by law, and almost all use the ITIL guidelines.

The ideal way to implement and control this is to use the customer support desk.

Kayako is one of the most sexy Helpdesk's available imo. so to implement the ITIL features would absolutely make it the best and ultimate.

Best regards

Martin Helms
CEO - Rackhosting.com

[kropes]

i assume i know what the IT part is... what is IL ?

i also agree that in general, managing those other things (release management, change management... like version control) would be really helpfull.

you could tie it into the news feature and a (new) status feature as well... when you are about to do a new release or upgrade or whatever... it would let your subscribers know...

[Bleckfield.com]

I am on the cusp of buying this product to replace our existing solution.

Our existing solution revolves around asset management as we support PCs and Servers for a large number of companies.

We tend to store technical information about the asset with its record so that if a customer calls we have all the information to hand.

My question is this:
Is there any way currently or in the future to manage an asset and link it to a ticket or company?

Kindest Regards,
Dan Mansfield
Bleckfield IT Support
www.bleckfield.com
Computer and Network Support Surrey and South East England