I have been working on this product for last 10 months. Its been a highly enriching experience for me. I have got exposure on both insights of Force.com and ITIL Service Desk product.
About the Product
A conventional help desk application resides in-house on a client or network server. As with any traditional application, the installation, care, and feeding of the application is the responsibility of the business. In contrast, Service Desk on force.com resides on force.com platform—accessed through the Internet (the “cloud”)— that are professionally maintained. The application is, in fact, an online service. This cloud applications can be accessed from any connected machine, from anywhere in the world using an ordinary Web browser.
Typically licensed by subscription, Service Desk on Force.com application dispenses with the installation and endless upgrade patches that plague most IT departments. When end users sign in, the latest version of the application is already available.
The Application is also available for mobile phones i.e. Blackberry and iphone. The iphone app can be downloaded from app store and the blackberry app comes with the package which can be extracted by the administrator and distributed among the users. Recently new features such as Change Management, Projected Service Outage and Problem Management have been added to the product which has made it as competent as any other cloud service desk in the market.
The Key Technologies used in the Application are
1. Apex and VisualForce (Fundamental Force.com Technologies)
2. Ext Js 3.0
3. Ajax and SOAP Web-services
This is a very interesting move. My question is, as companies move their software to the Force.com platform, will they abandon their more traditional products? The mindset seems to be that you should put your product on Force.com because that is where the customers are, but there are many factors to consider and I think that companies will not find that it's as "simple" as they think.
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