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The IT Forum gives AGC members an opportunity to discuss best practices and garner feedback about products and services that increase efficiencies. The following questions and answers were taken from recent forum posts.

Q: I’m looking for recommendations on IT helpdesk systems for our company. I had used Track-It about 10 years ago – found it klunky back then. Our needs are not that complicated: ticketing, tracking, service assignment, e-mail notifications, user self service via Web would be nice and user self service via e-mail would be nice.
Bruce L. Roberts
J.F. White Contracting Co.

A: Spiceworks! We've been using it for about three years now and it gets better each release. Also, it’s FREE!
Keith Murley
Schimenti Construction

A: I concur. Version 5 just came out and has really improved Spiceworks’ performance. We scrapped Track-IT as well.
Ben Stromberg
Knutson Construction

A: We have been using the built in SharePoint help desk for several years now. It was all free and we have basic needs also. We are on WSS3.0 on a 2003 server box. User can log, update and close a ticket. You can have e-mails sent to the users and techs. It suits are needs and was free.
CJ Rainer
Doster Construction Company, Inc.

A: Help Desk Pilot is a very nice tool which we use; low cost, easy to implement. Our service desk and yard both use it.
Jeff Sowell
Charter Construction

A: Scriptlogic HelpDesk Authority (www.scriptlogic.com).
Todd Eldredge MCSE, VCP, CCA
Donley's

A: We have been using Kaseya for about five years. It’s not free, but it is awesome. Totally Web-based, includes ticketing, backups, scripts, patches, remote control, auditing, event monitoring and much more. Their new version out soon will also include an AD tool for password resets, etc. We were already using about 150 clients to support our office staff and when we deployed 150 netbooks for the foreman’s timekeeping program, we added another 150 licenses to manage the devices in the field.  Works great.
Kenneth Sewell
Baker Triangle

A: We use Manage Engine Service Desk Plus. It is reasonably priced and ITIL based. It includes helpdesk ticketing, knowledge base, asset management, purchasing workflow, contract management and reporting.
Scott Auge
Clark Construction Co.