Information Management

SpiceWorks – http://www.spiceworks.com/ Inventorying computer equipment and software in the workplace can be an absolute nightmare.  Unfortunately, I am primarily stuck with Windows at work.  When I went searching for a replacement to my aging version of TrackIt, I came across SpiceWorks.  This software is awesome.  Not only does it scan your network for all known hardware and software, it can email you as to the status of your servers and provide you a means to tracking service issues with your devices.  When my accountant asked for a capital inventory of our hardware, it took me seconds to produce a report in Excel using this excellent tool. 

OTRS – http://otrs.org/ If you want something a bit more in-depth in the way of tracking support issues, OTRS seems to be the Open Source solution of choice.  There are modules that can be installed to easily make the system ITIL compliant.  We have configured a mailbox on our Exchange Server that OTRS checks for new issues.  It then assigns them a ticket number and enters them into the system.  With it, we have the ability to research common issues, track response times, expedite requests and build a knowledge base.  It keeps the customer in constant communication with the support professional and even gives them an interface to view the status of any of their support issues using any web browser.  From the time we began testing this software, we have built a remote support business practice around its capabilities.  Awesome, awesome, awesome!  Word of warning:  Most of the documentation is in German and there are some language corrections that will need to be corrected in the installation.  Within a week you will find most of the spelling and grammar issues and be ready to go with a professional solution.