Help Desk 6.x -> Service Desk -- Opinions?
We're still rocking an old Help Desk 6.x server in our environment and it's still running like a champ. With the product being EOL'd by Symantec, I feel like we're on borrowed time with it and will be behind the 8-ball if the server should ever go belly up.
Our clients are now on the SMP 7.1 platform and we've pretty much severed all ties between the Help Desk and the rest of Altiris (The old NS 6 is still up and running but nothing is reporting to it). We're perfectly content with how Help Desk 6.x functions as a ticketing system and there's not too much additional functionality that we'd really need. Our biggest challenge right now is that our users HATE using IE if at all possible, and with all of the ActiveX components, it's almost useless to do anything in there if you're not on IE. Not to mention it looks like you're using a web site from the 90's. :)
I've heard consultants can be relatively expensive to properly implement Service Desk and that it's almost a necessity to have a consultant or trained professional do the implementation so you don't shoot yourself in the foot down the road. For those who have done the upgrade themselves or with a consultant, what is your take on this? Would you go into this upgrade/implementation yourself? Any lessons learned? Or would you say that it's just not worth the time/investment and we should just run Help Desk 6 until it dies then switch to an entirely different product altogether? If anyone has any experience with the 7.5 beta as well, I'd love to hear info on that as we probably won't be doing this until early 2013 when 7.5 is already out.
As a background, we're a pretty small company (less than 500 employees) and everyone on our IT staff does a little bit of everything so while I do most of our Altiris stuff, I'm not doing Altiris 24/7 here, and I don't see us ever having someone that's 100% dedicated to Altiris and/or Service Desk, so we'd need something that pretty much takes care of itself.
Any success/horror stories would be great. PM me if you don't want to throw anything out there to the public.