iTop

What do you like best?

It is very complete and you can track almost all the processes that occur within the IT area of a company, you can follow requirements, incidents, changes and problems.

Additionally you can manage inventories of IT equipment, and the different organizations that intervene in the processes.

What do you dislike?

It is complex to configure and create the dependencies, the confiuracion is not very intuitive, which makes the installation and start-up process dilate, having high implementation times because its configuration is so complicated.

Recommendations to others considering the product:

On the one hand, it is very complete for the follow-up of detailed requirements, problems, changes and incidents. This means that the personnel assigned to each request can have a direct interaction with the applicant and can indicate the corrective measures that have been applied or the measures that must be implemented to resolve them

If the company does not have a trained IT template, its implementation can be very tedious and, sometimes, it can generate many errors in terms of the configuration of the general parameters of each service, since its way of managing the requests is differentiated by organizations to which different agreements must be created for each one.

What problems are you solving with the product? What benefits have you realized?

Being able to follow detailed requirements, problems, changes and incidents. This means that the personnel assigned to each request can have direct interaction with the applicant and can indicate the corrective measures that have been applied or the measures that must be implemented to resolve them.