Does anybody else use Workfront as your IT Service/Help Desk ticketing system?

Hi Greg, If you're interested, I'd be happy to email you the PowerPoint deck I mentioned to give you some ideas of where we took our Workfront-based Help Desk concept; just drop me an email at doug.denhoed@atappstore.com. Regards Doug Doug Den Hoed - AtAppStore Got Skills? Lend a hand! https://community.workfront.com/participate/unanswered-threads

Excellent! Thank you so much for your input. Greg Sargent Help Desk Manager, IT Diversified Communications 121 Free Street, Portland, ME 04101 207-842-5552 | "http://www.divcom.com">www.divcom.com

Hi Greg, Initially we had help from the WF Implementation Consultant. But for the Helpdesk it was pretty simple as we used the Request Queue and routing and had a form to drive some reporting (i.e. how the ticket came in (email, web, phone), and the applications affected, etc.). For Change Management we did the same (queue and form), but we added email notifications via the API. So that one is a bit more complicated. I don't have a whole lot of resources to point you to as we kinda just figured out as we went along. But the foundation of knowledge came form the WF training. If you haven't already I recommend their Training (Instructor led web training was quite good). Or feel free to reach out if you want to have a discussion. My information is below.

Thank you, Doug and Vic! Would you happen to know of some resources you could point me towards for setting things up like you did? Did you rely heavily on WF support? Have a great day. Greg Greg Sargent Help Desk Manager, IT Diversified Communications 121 Free Street, Portland, ME 04101 207-842-5552 | "http://www.divcom.com">www.divcom.com

Hi Greg, Yes we use WF for our Helpdesk, for Scrum Teams, for Kan Ban Teams, and for standard PM Projects. Doug is correct the Knowledge Base is the weakest link, but I can't blame WF completely. It's more a problem with our having the discipline to use it. We also use it for Change Management (in the sense that we it creates a ticket and sends a notification that we're about to deploy a fix or feature to our environment). Full disclosure we also use the API heavily to make the experience better.

Hi Greg, Over the years, we've bent Workfront in several of the Advanced Helpdesk directions you've mentioned, for a number of different customers. At one point, with an eye towards creating a deployable Helpdesk solution, we had even spun up a demo deck in PowerPoint illustrating what is possible. Around that time, however, Workfront themselves switched to a dedicated Helpdesk system (and has now gone through a couple, I believe), so we parked our initiative until (perhaps) the idea again becomes fashionable someday. As I recall, the Knowledge Base portion was the weakest link, but as Workfront's continues to improve, there might now be options to shore up that aspect. For the other items you mentioned, though, I'd encourage you to stick with it and experiment, as we did find ways of making it work (batteries not included, some assembly required). Regards, Doug Doug Den Hoed - AtAppStore Got Skills? Lend a hand! https://community.workfront.com/participate/unanswered-threads

I know this thread is a little old now, but it is the only one I could find related to using WF as a Help Desk ticketing system. Is anyone currently using WF not only as a ticketing system, but also for the following Help Desk/Service Desk functions? Ticketing, change management, inventory/asset management, SLAs, knowledge base for users, etc. I started with a company that uses WF across the board including using it as the Help Desk ticketing system. Its basic functionality is fine, but I am wondering if it is able to be used for greater functions than just ticketing. I worry that we will not be able to incorporate the items above into a PM product. If anyone is using WF as a help desk suite incorporating the items above, I would really appreciate your input. Thank you. Greg Greg Sargent IT Help Desk Manager Diversified Communications, Inc.

Ed - we do not use either one of those.

Ed, I was actually just about to ask whether any of the people who use it as a Service Desk platform heavily adhere to the ITIL framework. I was going to ask as I cannot imagine being able to use WF to do so. As a PM, I have been leading a project for our firm to move to ServiceNow for IT Service Management for the past 2 years (we moved Triage, Incident, Major Incident, Problem, Knowledge, Request, CMDB, Change, Request, and Asset Management over last year, year 2 is about enhancements and additional processes). While all of the basic abilities are certainly present in WF (taking in incidents and requests and assigning them), ITIL is so much more than just ticket management. I would love to hear how some people have accomplished alignment if they have. On the DevOps side, obviously WF can be used from a software defect management standpoint, but so much of DevOps relies on theory of automation and that isn't something I see WF doing. You could argue that the workflows you can create somewhat match that, but true DevOps would say you wouldn't have a server request workflow, a developer would log into a store front (like vRealize or Puppet) and build the server themselves, no approvals/workflows required (assuming it is a server that falls within certain tolerances). WF can do a lot to bring teams together and since DevOps does rely on bringing resources from various traditional teams (development and network operations) together, it can certainly be something to help facilitate the practices of DevOps. But, like most things, you can't say, "we have WF, now we can be a DevOps shop."

Adina, Does your company embrace any IT management framework such as ITIL or DevOps? -Ed ext 2528