It’s time to select the correct tool for your IT department. At the first moment you think in a ticketing solution for your incident management, the field where the ROI is more evident. But as soon as you analyze the possibilities, the more evident that your goal is to automatize the most of your ITIL processes. Some solutions arise. Some are free, some are licensed. Some are cheap, some are expensive. Some are very simple, some are amazingly complete. At both extremes you can see two of them, Remedy (understood as the Remedy Suite or Remedy Service Desk) and OTRS.
A reduced analysis will reveal the high cost of licensing (or of contracting the service in the SaaS model) of Remedy, that is difficult to justify in front of the “complete” solution that OTRS provides for free. But a deeper analysis, with a review of references, will justify this cost, making the decision very difficult.
At this post, I will review the pros and cons of both solutions, with the advantage of my independence of both technologies. Let the match begin! … Read the complete post