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?
Help desk automation – who benefits most? Many of our international customers have support centers in the UK, and from time to time we hear that the UK is experiencing a considerable backlash against call center automation. To callers, the automation appears to offer nothing except frustration and delay. A succession of multi-choice questions to … Continue reading The role of self-help in IT support
Help desk software – the RoI challenge With so many excellent choices in the market, it isn’t difficult to choose a good help desk software product. However, choosing a help desk solution that is going to maximize your return on the investment is not so easy. An RoI calculation has two components – the ‘R’ … Continue reading Help Desk investment economics
Software License Compliance – a risk not worth taking? In a recent press release on the Business Software Alliance’s Web site, the BSA’s UK-based Michala Wardell reminds anyone listening that not paying attention to compliance can results in penal costs that far outstrip the nominal cost of the software in question. The offending Scotland based organization … Continue reading License Compliance not going away as significant risk issue
IT Asset Management – no set approach to PC refresh? Organizations vary hugely in their approaches to refreshing their PCs and laptops. Some of those we have come across over the years include – Fixed term. Irrespective of the performance of a system, when it reaches X months age, it goes. We see this in … Continue reading Windows 7 – the last big PC refresh?
Key classes of requirement for a successful IT support and help desk solution These notes follow some discussions we held during our recent Las Vegas hosted Issue Tracker training sessions about the requirements for the ideal help desk. Three areas had surfaced – Reporting – key support metrics such as incident resolution times, analyst performance, SLA … Continue reading IT help desk software – its impact on support analyst performance
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