Responding to market interest in subscription models for ITAM/ITSM tools. Recent discussions with service provider partners has stimulated a fresh look at the ways in which the tools necessary for supporting ITAM and ITSM activities can be charged out on a pay-per-use basis. I’m happy to share these notes with you and welcome any comments … Continue reading Subscription Models for an integrated ITAM/ITSM suite
One topic I’ve had in mind recently was whether a move toward adopting cloud-oriented IT will have any impact on the support team on the typical organization’s IT help desk, and whether our own HelpDesk product will need to develop new functionality. Attending the 451 Group’s recent conference on hosting and cloud transformation in London … Continue reading Cloud Strategy: implications for the Help Desk?
IT infrastructure management. . . We have often asked questions on this blog about the sequence in which the components of IT infrastructure management get assembled. For example, whether the IT asset database comes first, whether license or change management is the next essential item. These questions reflect what we find in our customer base, … Continue reading Business Process Management: foundation for IT infrastructure management
IT help desks – opportunities for specialization Your IT help desk needs to meet all its SLAs, and excel in user feedback surveys, at the lowest possible staffing level. In the small to medium size organization, that probably means recruiting great quality support staff, all capable of dealing with any problems that the user community … Continue reading What-if? modelling on the HelpDesk
Very rarely do we talk directly about Vector products on this blog, but I am keen to take every opportunity to let the global customer base for PC-Duo know that this product has been fully Windows 7 compatible since the version 11.6 release earlier this year. We took a while bringing this to market; there … Continue reading PC-Duo remote control for Windows 7
ITAM+ITSM = ?? This blog usually takes its subject matter seriously, but with the UK (where I’m based) gripped in the coldest and snowiest start to winter on record, you will excuse me for appearing lighthearted in the title to this post. Sometimes, a theme can suddenly become popular in our industry, and in the … Continue reading ITAM / ITSM / SAM / … – another acronym in time for Christmas?
Helpdesk and ITAM tools – measuring effectiveness We talk a lot about using surveys to gauge customer satisfaction with the service provided by the IT support help desk. What we don’t talk about so much is how we involve the analysts in assessing the effectiveness of the tools that we provide them with. A post on this blog a … Continue reading Help Desk analysts – valued for their views?
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 … Continue reading ITAM/ITSM in the cloud? watch out for integration challenges
ITSM and ITAM – why so separated? While some organizations are still struggling on with spreadsheets and clipboards, others have the vision to apply effort to continuously evolving their ITSM / ITAM processes. With each area of activity supported by its trade organizations, annual trade shows and conferences, I sometimes think we may be missing … Continue reading The help desk contribution to asset lifecycle management
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 … Continue reading Your IT help desk – a business process trailblazer?