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?
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
Excuse me publicising a product capability, but I’ve realized we do not do this topic justice on the Web site yet. Many organizations now use VoIP to relay phone calls to their help desk analysts. Great value can be gained by providing the analyst with instant access to key data about the person or organization … Continue reading Integrating Issue Tracking with your VoIP Phone System
Just a brief note to report the feedback from the Vector Issue Tracker implementation team that we have successfully concluded another application of Issue Tracker’s power and flexibility in facilitating new business processes. The key factor in many projects recently has been real-time access to data held in the customer’s Great Plains database. It appears that … Continue reading Business Process Automation success with Great Plains
We have some interesting projects running at the moment where customers are using the Vector Issue Tracker engine to implement some challenging aspects of business process and workflow, and which involve integration with Great Plains / Microsoft Dynamics. The licensing model for Issue Tracker is well aligned to the value proposition for the customer, creating a solution which … Continue reading Great Plains Integration
So, here we are again, this time with 75,000 customers’ details out there somewhere. Could it have been prevented? If RFID tags had been attached, would the laptops have conveniently been taken past a sensor station – or did they leave through a point of forced entry anyway? What is particularly interesting here is the decision process … Continue reading What do you do when you have just lost 75,000 customer details?
I heard last week about an organization that had been asked by a major software supplier to cooperate with an audit. Some time later, the organization produced a tally of the total copies installed of each of the supplier’s applications. Turns out, that’s never going to be enough. Unless maintenance is totally up to date … Continue reading Counting installs is not enough for software license audit
It’s too much of a coincidence that we are seeing more interest now in the combined virtues of Software Inventory and Application Software Usage Measurement. Software Inventory in support of compliance audit has always been seen as something of a gamble as far as RoI is concerned. Each organization is unsure as to whether it … Continue reading Tough economic climate drives a shift in SAM focus?
I just signed off a press release about the arrival of Vector Issue Tracker. It declares that we have taken the Census issue tracking engine developed at our Metaquest subsidiary, supplemented it with templates based on half a dozen of the most popular areas of application, and placed this business process management capability at the … Continue reading Business Process Management and IT Asset Management