Software License Management for Compliance Organizations which have successfully tackled the challenges of accurate software inventory often turn their attentions to getting to grips with the wide range of license documents they hold. For compliance, the fundamental question at any point in time is – “Have we got enough documented entitlement to cover the number … Continue reading License Management: Static Recording is not enough
Helpdesk Software – cornerstone of effective customer support Organizations’ reputations can be damaged more by their customer support performance than by problems with the performance of their products and services. We all know what it’s like to wrestle with an automated call routing system which after endless selections from menus of choices doesn’t in the … Continue reading Effective customer support may start with helpdesk software, but often needs more. . .
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 … Continue reading Creating Business Value through HelpDesk Service Level Agreements
I don’t often use this blog to talk about something specific our own solutions, but we’ve just made a point release that could be one of the most significant for a long time, and there are some important issues behind that belief. IT asset management: the case for agent-based methods For a while now we … Continue reading Self-update for our IT Asset Management agent.
IT Helpdesk software and first call resolution First call resolution is a key target for an IT help desk. Productivity is maximized for both the end-user and for the support team. Personal skills and support team attitudes play a big part in the course of an issue’s resolution, but skill levels vary and every team … Continue reading Maximizing First Call Issue Resolution on an IT HelpDesk
Many of our customers are becoming more pro-active in the management of their software assets, driven by the twin concerns of shelf-ware and escalating vendor audit activity. No two organizations take precisely the same approach to the topic. Those just emerging from an expensive audit cycle are looking primarily to ensure that a repeat event will not be so … Continue reading Software License Compliance and ISO 19770-1
‘Software Development Times’ is not a journal I normally read, but I was fortunate to be alerted to this article which provides more useful contribution to the debate and increasing awareness of the pressures for licensing options from software vendors. The article contains some useful information from IDC’s Amy Konary (follow her on Twitter at @mizkonary) about specific instances of the financial impact for organizations moving … Continue reading The drive for software licensing flexibility
I’ve just read through an article on this topic posted today by Tony Lock of Freeform Dynamics. It does a good job of highlighting areas that need to be considered by anyone already involved in, or contemplating, moving ahead with either server or desktop virtualization. In particular he points to the ease with which VMs … Continue reading Software Licensing and Virtualization
I’ve been exploring a very informative article on IT Audit techniques by Robert E Davis. It dives into a level of sophistication around the choices of testing methodologies that I am naive in, so kept me occupied for more than the regulation one mug of coffee per blog read. It also gave me a link … Continue reading Software License Compliance – is it part of IT GRC?
In a new blog post , Randy Littleson, a Senior VP at Flexera (Accresso Software until renamed a few weeks ago) refers to survey findings around the growth of usage-based licensing. There are some interesting figures in here, such as the very low percentage of organizations that have robust application usage measurement tools in place. … Continue reading Usage-based licensing survey
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