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Effective zero-cost help desk software
Abstract
The College of Engineering at Colorado State University provides computing support for a growing population with a shrinking budget. Help desk communications with our clients, such as problem reports and resolutions, was inconsistent. We had difficulty tracking trouble tickets, our staff collaboration tools were insufficient, and our response times were poor due to the lack of proper software tools. In an effort to provide quality customer service and support, we had to find a solid help desk software solution at no cost. We implemented Trellis Desk in August 2008 to replace our limited-capability open source help desk system. Since that time, we have achieved positive results. Response times to our clients have decreased, employee collaboration has grown, and client satisfaction has increased. We have better management tools including reporting capability, an overhead view of issues, and logical grouping of tickets. We will explain how an effective help desk software tool gives us the ability to better manage support for our clients by using the "right tool for the job".
... ServiceNow, a software as a service vendor, dominates in the "ability to execute", whereas BMC is ahead in its "completeness of vision". An open source example of this application category is OTRS (Erek et al. 2014;Herrick et al. 2012). ...
The digital transformation of the economy, as well as society in general, is in large part based on data centers’ capabilities to process, store, and transport data. As the range of application requirements, the volume of data and system complexities, as well as security requirements increase, appropriate application system landscapes to support the tasks performed in a data center become crucial to success. Within this chapter we provide an overview on application software used to manage IT service production in data centers. With the advent of cloud computing, data centers increasingly face outside competition on all layers of the IT stack. Cloud service providers, such as Software as a Service companies, may even operate their own data centers. Furthermore, the people who use the investigated application software often themselves undergo an evolution from pure administrative to engineering responsibilities. Lastly, progress in the domain of application software, in general, has influenced application software discussed here. These phenomena are examined in order to compare common practice against competitive advantage of using the software from the presented taxonomy. The presented research has implications for practitioners because it provides an overview on the essential application fields of cloud-ready data centers. Additionally, the chapter contributes to the knowledge base by providing a taxonomy that is derived from a previously conducted case study. The taxonomy may be used in further research, for instance, in application system landscape maturity models.
... The profound trouble shooting and reliable software update are also achievable. Feature provided by the OTRS is awesome (4,5,19 The project status update, activities, issue changes related information can be available through atom feeds. ...
Bug tracking tools help stake holders involved in software projects to detect bugs, resolve them and then ensure to have contingency and preventive measures so that detected bugs are not repeated in the future projects. The present generation of software developed, are enormous and extensive in size inorder to meet customer requirements and hence presence of bugs is impossible to avoid. Hence it is very important to know the functionalities and features of different bug trackers namely the open source ones so that compatible and relevant tools can be chosen efficiently for bug tracking purposes. The paper provides description of ten popular bug tracking tools and the major features of these tools are discussed in details yet concise manner. A comparative matrix is presented which helps to compare the tools, analyse them and find a tool which supports majority of the functionalities expected from an ideal bug tracking tool. © 2016, International Journal of Pharmacy and Technology. All rights reserved.
