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
IT help desk software – essentials for the manager As a manager, you look to your help desk installation to provide you with actionable reporting that enables you to maximize the efficiency and effectiveness of your support organization, while informing your management colleagues. You will need trend information, such as reductions or increases on average … Continue reading How does your IT Help Desk software motivate your support team?
This isn’t as simple a question as it might first seem. Let’s look at the issues which need to be factored in to your decision. IT help desk response times – average and worst case The number of check-out staff at the local supermarket varies throughout the day. Some marts will try hard to ensure … Continue reading Optimal staffing levels for the help desk
Help desk incident prioritization: the seat of the pants method In a 50 employee organization, prioritizing activity in response to IT incidents will fall to the single hard-pressed individual who keeps the organization’s IT running. If a decision has to be made on relative priorities between two or more open incidents, it will involve a … Continue reading Setting Incident Priorities on the Help Desk
The IT help desk as a problem fixer In an ideal world, where nothing went wrong, and all computer users in your organisation were perfect users of perfect software running on perfect hardware, the Help Desk would, I guess, be superfluous. But that’s not the case, and the cloud isn’t going to solve everything either. … Continue reading The role of the Help Desk in your organization
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 … Continue reading Who learns the most in customer training sessions?
IT Asset Management – multiple areas of RoI The commonly cited and generalized reasons for making the effort with ITAM are reducing risk and reducing cost. Less often quoted, but equally valid, is an increase in user productivity. In a short white paper that you’re welcome to download (no registration required), we set out in … Continue reading The breadth of opportunity for RoI in IT Asset Management
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