Quote:
Originally Posted by Rick Lee
Maybe I need to be more specific. This company uses open source software, but customizes, and even encrypts, it for their customers. The trade show I was just as with them was chock full of such ITSM providers, like over 50 of them. I'm really curious what makes one better than another. Since I was there to sell integration and outsourced DevOps services to all of them, I couldn't have cared less (at that time) about what distinguished one from the other. Now I kind of need to know about that stuff.
|
What makes them better or worse, other than the usual speed/reliability, is generally their customizability (real word?), and their ability to import/export data. For instance we use Service now and had to find way to import a lot of data from our software deployment / monitoring into it... We create custom properties at image time or later pushed with deployment tools, and those get imported into SN records, which makes auditors climax in their shorts (encryption status, virus protection status, etc, all as of yesterday). In our case we use Bigfix (same as SCCM or KACE, but better), I think we wanted to use REST APIs but ended up with simple excel exports that get sucked into Service now daily...
I work for a big organization in engineering, and we have an entire TEAM of 12 dedicated to running and modifying this tool, its forms, its features.. All those folks are the most incredibly anal people you'll ever meet, they eat live and breath ITIL... (look it up). They think ITIL is cool... That's a big flag for me, I'd rather get hit in the balls than attend another ITIL class ;-) I asked for some rewording of change request template and had to spend an hour discussing placement of commas, spaces, and exact days of the week I was gonna do what (whenever I can was not acceptable), it was lovely...
Personally I *hate* all that stuff.... I cannot conceive of wanting to work in that field even with a gun to my head. I understand the need for this software for ticketing, change requests, approvals etc, but the idea of enjoying an ITIL v3.0 class or spending my days inside service now is completely at odds with a long life... You may find your niche, but I suspect not... depends what your job will be I guess... selling it? administering it ? coding within it ?