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
Feature creep in IT Asset and Software Asset Management It’s typical of a maturing market that competiting products offer many of the same capabilities. After all, how many ways are there of reporting your Adobe installations? To provide differentiation, products will also sprout unique capabilities, some of which may have been requested by particular customers and are … Continue reading Evolution in the ITAM/SAM industry
Has your organization ever sold a retired computer with applications still installed? Have you ever purchased software this way? A recent court ruling in Seattle has sent a chill down the spine of many IT Asset Managers around the world as the U.S. District Court upheld that software publishers can prevent their products from being … Continue reading Court ruling hikes pressure on Software Asset Management
There’s a stage in the evolution of many software markets when some players, usually larger or better funded, start buying up others. This might be to take out a competitor, or to short-cut the development of a much needed area of functionality. The result can be an apparently comprehensive catalog of functionality, and the prospective … Continue reading The dangers of amalgamation without integration
I just received an invitation to an Enterprise Management Associates Webinar on “Developing, Deploying, and Managing Custom Applications 2010”. In the pre-amble, it says that their research revealed custom applications outnumbering packaged applications in the enterprise by 10%. I’m not sure how they generated the figures – is MS Office one application or four? – … Continue reading Deploying custom applications in the enterprise
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