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ITAM/ITSM opportunities for integration - right now
We have talked before today about the broader opportunities for exploiting the data held in an IT asset management database. We have also talked about the integration of a help desk with other very separate systems such as customer information held on Great Plains, and such as incoming phone [...]
Help desk software - powerful business process automation?
In the last six months, some of our more forward looking customers have begun to exploit their Vector HelpDesk implementations in new ways, totally outside their original scope. Our foundation Issue Tracker architecture is configured with ‘Project Templates’ which contain the workflows, notifications, tabbed views, etc, which together [...]
Who’s training who?
After the fun and excitement of last week’s three-day HelpDesk and Issue Tracker training course in Las Vegas, it’s time to review the project and begin already to plan for the next. There is always scope to improve in the way the knowledge is delivered, practised and tested. Logistics of accommodation and catering [...]
HelpDesk software and service level agreements (SLAs).
The concept of service level agreements (SLAs) has received a lot of attention over the last decade. In part this was fuelled by the need to monitor the performance of IT service providers in outsourcing deals. When spending thousands, millions or billions of dollars to someone else to manage [...]
Excuse me publicising a product capability, but I’ve realized we do not do this topic justice on the Web site yet. Many organizations now use VoIP to relay phone calls to their help desk analysts. Great value can be gained by providing the analyst with instant access to key data about the person or organization [...]
Just a brief note to report the feedback from the Vector Issue Tracker implementation team that we have successfully concluded another application of Issue Tracker’s power and flexibility in facilitating new business processes. The key factor in many projects recently has been real-time access to data held in the customer’s Great Plains database. It appears that [...]
We have some interesting projects running at the moment where customers are using the Vector Issue Tracker engine to implement some challenging aspects of business process and workflow, and which involve integration with Great Plains / Microsoft Dynamics. The licensing model for Issue Tracker is well aligned to the value proposition for the customer, creating a solution which [...]
So, here we are again, this time with 75,000 customers’ details out there somewhere. Could it have been prevented? If RFID tags had been attached, would the laptops have conveniently been taken past a sensor station - or did they leave through a point of forced entry anyway?
What is particularly interesting here is the decision process that [...]
I heard last week about an organization that had been asked by a major software supplier to cooperate with an audit. Some time later, the organization produced a tally of the total copies installed of each of the supplier’s applications. Turns out, that’s never going to be enough. Unless maintenance is totally up to date [...]
It’s too much of a coincidence that we are seeing more interest now in the combined virtues of Software Inventory and Application Software Usage Measurement. Software Inventory in support of compliance audit has always been seen as something of a gamble as far as RoI is concerned. Each organization is unsure as to whether it [...]
