Halo ITSM

[Pondlife]

Wanders in and checks the sign says "General"

Kinda missed this place.

[sadkingbilly]

Stop with the you two…

oh, has 'general' had its rules changed?
was this documented?
who knew?

[cojak]

oh, has 'general' had its rules changed?
was this documented?
who knew?

It does when it just gets boring.

Who knew?

[hobnob]

ITSM's just an excuse to get a whole layer of useless 'managers' in the way, so things take twice as long to implement/fix/commision etc.
oh, and get some twatty 'consultancy' in too.

I think there's a bit more nuance than that.

I've worked in small companies where there's no ticketing system at all: if people have an IT issue, they either send an email, phone up, or just wander over to the desk in person. However, I don't think it's practical to run a help desk (service desk) in a larger organisation without some kind of software. The question then becomes which application to use; I've used several, and some are better than others.

At the same time, it's good to be flexible. E.g. I got locked out of my AD account recently, so I called across the room to one of the server guys; he was already logged into a domain controller, so it was a 30 second job for him to unlock my account, and it wasn't worth the hassle of creating an incident/request.

Looking at ITIL in a wider sense, I think it's best to be pragmatic about it: take the bits that are useful, and ignore the bits that aren't.

[NickFitz]

I have no idea what it's like for its intended purpose because that's not what I do, but I spent a lot of time over the last couple of years working on a system to convert HTTP requests to Zendesk's API into Halo API calls, then convert the Halo responses to Zendesk responses, so that a bunch of existing services that created and/or updated tickets via the Zendesk API wouldn't have to be rewritten. But then they decided to stick with Zendesk, so all my work was for naught

The only conclusion I'm able to draw is that Halo seems to be perfectly fine as a ticketing system. The people I was working with who actually handle tickets on a daily basis were all very relieved when the move was cancelled as it meant they didn't have to learn a new system. But we'd got far enough along that they'd implemented and tested a number of their processes on there, and they seemed to think it would be OK in the long run