IT Service Providers: What do you use management wise?

By +Neowin User 007
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+Neowin User 007 Subscriber²

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Hey Guys & Gals,

I've been running my business for about a year successfully (and ran the former bosses for about six years successfully) but my work load has now tripled beyond what I could ever imagine and my old method of managing service calls, etc is not working.

I've been using Exchange (Calendar) to keep my appointments and then writing descriptions in after the call is finished, billing out later in Quick Books but I feel like there may be a better all in one solution.

Does anyone have any suggestions? I'm mainly out on site and have a LOT of clients. I support everything from software issues to web design and everything in between (Servers, etc).

I've already checked out spice works which is great for a single company but not multiple clients. I'd prefer to be able to update it on my iPhone as well if possible as that's my main means of updating when out on site (although I do have my MBP on me as well, just more of a burden to pull out and connect, etc).

Thank you!

Grand Master

Lexcyn

Posted
Posted

Used to use BMC Remedy IT SM suite, worked pretty good, you can even get a mobile module.

Currently using Frontrange Heat ... I don't really like it as it is set up very poorly (IMO) and is confusing to work with.

Both of these comply with ITIL ITSM best practices.

Veteran

manroweb

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Posted

I use Capsule CRM + google apps + freeagent central.

This gives me CRM and custom helpdesk + google apps email, calender, contacts + invoicing.

All these systems are integrated, so I can log calls from email, quickly, see tasks from capsule in calendar, and invoice out quickly.

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