Software Distribution: who still needs it? One theme we come across often is a need for an automated software distribution method that makes it easy to keep applications deployed and updated, particularly where the target PCs are defined by reference to a combination of characteristics. For an example, an application may be regarded as a companion product … Continue reading Software Distribution: relevant for virtual as well as physical systems.
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 … Continue reading Saving money on the help desk with email integration
Software Asset Management: fundamentals for compliance Many organizations are grappling with the twin problems of adequately identifying the software they have installed, and correctly interpreting the usage entitlements defined in the pages and pages of software licenses they hold. New laptops and netbooks will often come pre-loaded with suites of utilities – some of them … Continue reading Pirated software: are you sure you are in the clear?
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 … Continue reading Customer Satisfaction: the ultimate help desk metric
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
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