ITSM (IT Service Management, управление ИТ-услугами) — сервисный процессный подход к управлению и организации ИТ-услуг, направленный на удовлетворение потребностей бизнеса.


Зарубежные и отечественные системы по автоматизации сервисных служб, в том числе с поддержкой ITIL

ITSM (сокращение от IT Service Management) - это концепция управления IТ инфраструктурой компании, сфокусированная на предоставлении услуг и ориентированная на бизнес-потребителя этих сервисов. >>>
ITIL (IT Infrastructure Library) - это обобщение лучшего международного опыта в области организации и управления IT >>>
Helpdesk (или Service Desk) - это информационная система технической поддержки, решения проблем пользователей с компьютерами, аппаратным и программным обеспечением. Это важная составляющая ITIL — позволяет выявить проблемные участки инфраструктуры ИТ, оценить эффективность работы отдела ИТ >>>

Представляем каталог бесплатных ITSM-систем:

    Название и ссылка Описание
  :: aDefHelpDesk An open source DotNetNuke based help desk module.
  :: Asset Tracker Create multiple asset databases containing any information you wish to keep track of. Some examples: put all your IT infrastructure into the database, or if you are a building manager, put all your facilities equipment in the database. Can also integrate with other systems via plugins.
  :: Astres A PHP based help desk tool, translations in English and French.
  :: Bartley Helpdesk a light weight helpdesk for small to medium size IT departments, includes inventory management
  :: BATTS Open source help desk software, designed for use from a Linux/Unix command line. Includes a full featured email interface for customers.
  :: The Bug Genie An open source, web-based issue tracking system – built on free and open source technology. Enhancing your development process by offering an advanced tool to manage bug reports, feature requests and user feedback for your products.
  :: Big Help A help desk portal built with Ruby on Rails.
  :: BugTracker.NET BugTracker.NET is an open source, web based bug or issue tracker written using ASP.NET, C#, and Microsoft SQL Server/MSDE. Includes a screen capture utility that allows you to capture a screenshot, annotate it, and post it, with just a few clicks.
  :: Bugzilla A Perl based software bug tracking system which can also be used for help desk support. Used by the Mozilla Foundation, creators of FireFox.
  :: Cassandra The Cassandra helpdesk is a client-based help desk application for customer support. The objective is to achieve a substantial easement of customer support for both, the constituent and its customers.
  :: ColdBrew Helpdesk ColdBrew Helpdesk is a PHP helpdesk that is stylish and full of features. Core was based on the extinct project called PMOS Helpdesk. Coldbrew Helpdesk has been updated with greater security and a new user interface. The Best Free PHP Helpdesk Solution.
  :: Cerberus Helpdesk Cerberus Helpdesk is an email application which focuses on teams sharing mailboxes. It features Fetch and Retrieve, Super Sorter, and Virtual Community Tools.
  :: DITrack Software bug and ticket system designed to use Subversion as it’s backend database. Currently there is only a command line interface.
  :: Double Choco Latte A GNU Enterprise package that handles both call tracking and project management. It can be displayed inside of a phpGroupWare installation or be used stand-alone.
  :: eTicket Support eTicket is a PHP-based electronic support ticket system.
  :: Eventum An open source help desk software package from the creators of the MySQL database. PHP based and of course uses MySQL for it’s database.
  :: HclTicket/HelpCenter Live Help Center Live is an open-source, community driven live chat & support system. You may easily provide live support on your website just like large companies do with very little work. With Help Center Live, you can provide a real-time, live support or sales person experience.
  :: Help Desk Lite Very simple help desk software package for basic issue tracking. It provides two major functions, service ticket tracking and operator assignment.
  :: Help Desk Reloaded A PHP based help desk software system. Key features include trouble ticket prioritization, multiple customer support technicians, and search.
  :: Helpdesk Issue Manager Open source helpdesk software tool. Runs on PHP and PostgreSQL.
  :: Information Resource Manager IRM is a PHP based help desk and asset tracker designed for IT departments.
  :: Information Resource Manager – GLPI Edition This is the same system as above (IRM), but with some additional enhancements.
  :: IssueTrackerProduct Zope issue tracker which also handles software bugs. The primary focus is on email communication and request tracking and management.
  :: itracker Java based open source help desk application with an emphasis on modularity. It’s also provides i18n support.
  :: itop – ITSM & CMDB OpenSource IT Operations Portal: a complete open source, ITIL, web based service management tool including a fully customizable CMDB, a helpdesk system and a document management tool. iTop also offers mass import tools and web services to integrate with your IT
  :: iKode Helpdesk X iKode HelpDesk X is the easiest customer service software on the planet to give the customer the most impressive service experience via email, which can be seen as the fastest and most convenience customer care information carrier.
  :: iKode Service Desk X iKode Service Desk X is an easy to use and web based customer service software and service management software. It streamlines customer service communication with tickets, a knowledge and more. iKode Service Desk X can be used to resolve IT issues by ITSM work flows that keeps your company organized, efficient and provide excellent customer service!
  :: JTrac A Java based open source issue tracking system.
  :: Jutda Helpdesk A Django-powered ticket tracking system for small enterprise.
  :: Kwok Information Server Kwok Information Server is an open source IT management system. Kwok Information Server, utilizing open source software such as Java, Tomcat and PostgreSQL, provides a centralized system for managing/tracking hardware inventory, software licenses, issues, service contracts, and vendor contacts. Additional modules include knowledge base, portal, RSS, blogs.
  :: Liberum Help Desk Web based help desk software package written in ASP and VBScript. Microsoft SQL Server or Access is required. Automatic case routing, email updates, and reporting.
  :: Mantis A PHP software bug tracking and issue tracking system.
  :: One or Zero Open source help desk software package optimized for task oriented help desks.
  :: OpenPsa A full project system where the help desk component is just one aspect. Automatically integrates with Midgard CMS.
  :: OS Ticket OS Ticket is a lightweight ticking system designed to be easy to setup and use. It’s written mostly in PHP.
  :: OTRS A trouble ticket system to track telephone calls and e-mails. Designed to allow your support, sales, pre-sales, billing, internal IT, and helpdesk to operate in one system. OTRS is open sourced under the GPL and is written in Perl.
  :: phpBugTracker A web-based software bug tracker. The design focuses on separating the presentation, application, and database layers making customization easier.
  :: PHD Help Desk PHD Help Desk is a PHP+Javascript+MySQL open source Help Desk tracking software, very usefull for the help desk incident registration, follow up and managing of them, with knowledge data base access. Interface and docs available in Spanish and English
  :: Redmine Redmine is a flexible project management web application. Written using Ruby on Rails framework, it is cross-platform and cross-database.
  :: Request Tracker RT is an open source ticket tracking tool. It’s primary interface is email with a web back end for administrators. RT has been under development since 1996.
  :: Roundup A simple issue tracking system with command line, web and email interfaces. Also includes many other modules such as todo lists and sales lead tracking.
  :: Savane Savane is a Web-based Libre Software hosting system. It includes issue tracking, project member management by roles and individual account maintenance. The issue tracking handles bugs, tasks, support, news and documentation management.
  :: Sinergia Sinergia is a open source framework for creating customized help desk applications written in C# .NET 3.0. It provides a base on which you can develop your own web based help desk solution.
  :: SiT! Support Incident Tracker SLA aware support incident tracking system, PHP/MySQL.
  :: Slick Ticket ASP based ticket system with support for SQL Server and Active Directory.
  :: Subissue Uses the Subversion version control system to store issues within your software code repository. Uses the subversion client, but a web based interface is in progress.
  :: SHINE Live Help SHINE Live Help is a live support chat application for website sales and support. It works as a standalone chat and integrates with Sugar Open Source CRM.
  :: SysAid SysAid is a suite of web-based IT software tools. It automates your processes for help desk, hardware configurations, asset monitoring, software licenses, tasks, projects and much more. By automatically scanning and testing your network, SysAid provides you with the necessary details about each machine and lets you control each one remotely.
  :: Trac Minimalistic web based project management and bug tracking tool. Trac also includes wiki functionality. Written in Python.
  :: Trouble Ticket Express Web based CGI help desk system. Both MySQL and Microsoft SQL Server supported.
  :: Trellis Desk Trellis Desk is a powerful and robust help desk solution for your business. Improve your company’s service by allowing your customers to quickly and easily submit support tickets to your team. Trellis Desk sports a range of advanced features that enable your business to handle customer support more efficiently. Plus, it’s completely free – you’ll never have to pay any license fees to use Trellis Desk.
  :: WATS WordPress Help Desk Plugin A WordPress plugin for running a help desk within WordPress.
  :: ZenTrack Zentrack is a help desk, bug tracking, and project management system.
  :: ZwikiTracker Every ticket in this system is a wiki page. Must integrate with a Zwiki to function.

Источник opensourcehelpdesklist.com
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