iET Solutions are based in Leicester Square, London in the U.K. and also have offices in the United States, Germany, The Netherlands and Australia. They are a medium sized company with a reasonable customer base.

iET ITSM is a very strong service management tool. The Graphical User Interface (GUI) has a nice look and feel to it, and is easy to navigate and use.

The whole product has a high level of customisability, enabling administrators to map the tool to their current processes. It will also work straight out of the box without a lot of work being done to it. The tool is based around a Relational Database, primarily either Oracle or SQL running on either UNIX or Windows NT/2000 servers. The client can be windows based and there is also a web front end. Because of all of this it is easy to adapt the product to suit the individual client needs, such as adding new fields to screens, relabling fields and amending list screens to suit requirements.

iET Solutions are currently in the process of releasing a new version of iET ITSM and a full review of this product will be available in the near future.

The licensing of iET Solutions is done on a per user basis with only the number of concurrent users being needed. This does away with a lot of the hassle, and cost, over licensing that other Service Management tools seem to struggle with. A definite positive.

At present iET ITSM has Incident, Problem, Change and Configuration modules integrated into the iET ITSM suite, and these all relate to ITIL in a very strong way, and can be easily adapted to meet an organisations current processes. Also with this comes Service Level Management to handle incident times, and also Customer and Supplier Management.  All the sperate modules interface to each other, allowing incidents to be associated with Changes, Problems and Configuration Items and so on.  The Known Error database included in with the product looks very useful and can be easily searched to allow easy resolution of known incidents.

One small criticism of iET ITSM is that while the tree structure has been used in various places, it has not been used for Configuration Items making it difficult to see a breakdown of associated CI's, although this may be possible through some tailoring.  One further area where iET ITSM is weak is the lack of scripting to assist Help Desk analysts ask the right questions when logging calls, although ITILPeople have been assured that this will be addresses in the new version.

iET ITSM interfaces to all the major alerting tools, and can translate things such as SNMP traps to generate incidents, and can send e-mail, SMS or fax messages to alert engineers and management of potential troublespots.

One particularly strong area of iET ITSM is it's reporting tool which allows a large amount of reports to be generated with little effort.

Finally the web front end of iET ITSM is highly customisable, and supports all the functionality of the Windows client.  Weblink builds the web forms dynamically, thus requiring NO development to deploy - any changes to the forms in the developer studio are reflected in both windows and web clients.

ITILPeople.com believes that iET ITSM is a very strong tool which is reasonably priced and does an excellent job in meeting organisations needs.

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