There is a great folklore that has built up of the weird and wonderful ‘issues’ that IT users bring to the attention of the help desk / service desk. There are some good examples listed here, and if you need a wry smile today, treat yourself to ten minutes scrolling through them. The hardest part [...]
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Help Desk access options for your users: any favorites?
A straw poll last week of the account managers for our service management , IT helpdesk and business issue tracking offerings revealed some interesting information on how the people they talk to each provide access for their IT user population to their organization’s help desk. The methods [...]
IT Help Desk: focussed on IT or Help?
Ever since the mouse was invented, our industry has circulated jokes about users and mice, or users complaining about blank screens when the office cleaner unplugged their monitor to plug in the floor cleaner. It’s convenient to have the dumb user image to fall back on. Everything about [...]
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 [...]
I heard last week that we have recently had several customers comment on the importance of being able to view asset configuration and software inventory information directly from inside the HelpDesk support analyst UI. Although this has been a standard feature of the Service Manager Pro solution for two years or more, it led me [...]