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We’re trying to formalize our support process for IFS tickets (i.e., more sophisticated than email/phone requests), since these are handled by a different team than our general IT support for users/infrastructure/requests. We are considering using Remedy for our ITSM since that’s what our helpdesk team currently uses - has anyone had good or bad experience with Remedy or any other ticketing system for IFS support? We’re also trying to figure out which tickets (beyond password resets and unlocks) can be easily handled by our helpdesk, who are from a 3rd party company and not close to business operations. What have other IFS customers been successful with?

We have an internal helpdesk which is separate from the IFS team, and we really only use them for account unlocks and password changes.  We are looking to train them on some basics of server-side work for Print Agent setup items and troubleshooting too (e.g. how to point a logical printer to a different physical printer if the first printer breaks) but we’re not there yet.

Much more than this won’t work for us since we have an internal IFS-team that handles most things, but I imagine more could be done at the helpdesk level if you used also had an outsourced IFS managed services team.

We use ServiceNow as our standard tool for all ITSM.

Nick

We use a slightly modified version of support centre, with events send email when a user creates a ticket via ‘quick register of support issue’ then have lobbies showing open tickets and using solution centre as a knowledge base. It’s in its infancy but saves on internal help desk solution 

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