IF YOU TAKE THIS POLL BEFORE FRIDAY DECEMBER 8TH OR FROM THE COMMAND CENTER VS. THE MISSION, YOU WILL NOT RECEIVE MISSION CREDIT
emails for different teams
The number of requests for IT outnumbers the other departments by far, so other departments use email as their main request system.
We are using Serv. Now and Jira for requests
Same, other departments use email as their main request system
no system can be tailored to meet all the needs of such a diverse group of roles. BMC tried.
We are using a home grown system being replaced by jira.
ServiceNow for IT. Estates have just put their own one in but can't get it to work. They came to IT for help and we said NO.
We have two main teams that use SWSD, IT (of course!) and Customer Service. We wanted our CS separate so they can work their inter-team tickets.
Better way
We have a few different systems currently, but just recently implemented Service Desk for IT...I can see us moving everything to it.
Most of us (including IT) use Service Now but a couple depts use something else.
IT, IS, HR
We have a number of "branches" that work with different customers. Each customers wants their own "system" so we have to base our IT/ITS/Maintenance off that.
stuck with an older IT ticketing system, plus a lot of older systems with some teams getting creative using Excel, etc. I'm actually amazed at what people have managed to do with Excel.
IT, Building Maintenance
We use Service Now but also Appian.
All our departments use ServiceNow
Fire and Police have their own system, every other department in county uses IT department helpspot.
a mix, some use the same system and others have built their own.
Hmm, anyone seeing teams use devops tools v. itsm tools depending on the request?
IT uses SWSD almost exclusively for IT Change Management and Incident/Request management in the Service Desk. We have another system for our OT change management, and I've heard of one other team that uses their own system (building services.) However, this year, the IT manager is rolling out incident management and request management workflows throughout IT in an effort to improve customer relations and information, so Service Desk is about to get crucial for the District.
Depending on complexity, an ITSM solution is used, however some requests have such a simple process and require little to not tracking that emails or boilerplate/adhoc Microsoft Teams/Office workflow handles it.
\m/
