All IT managers have experienced the many tasks streaming in once a new employee is hired. The on-boarding of assets for new employees is a difficult project, as it requires various assets and system accessing within a short period of time. Luckily, IT managers can now rely on Vizor to come to their rescue! The Vizor system can make life easier … Continue reading Automate User Provisioning with Vizor
No matter what you call it – help desk, service desk, service management – this IT industry is growing rapidly and becoming a necessity for many organizations. To help you understand the current state of the industry and how a help desk system can benefit you, we’ve put together a few pieces of key information. … Continue reading The Current State of Service Management
Have you heard of SIAM, or Service Integration & Management? It is becoming increasingly adopted by organizations to help simplify supplier management. So, what exactly does SIAM involve? To put it simply, SIAM is the process of integrating the management of multiple suppliers and business services under one single organization and its requirements. This means … Continue reading What is SIAM (Service Integration & Management)?
Responding to market interest in subscription models for ITAM/ITSM tools. Recent discussions with service provider partners has stimulated a fresh look at the ways in which the tools necessary for supporting ITAM and ITSM activities can be charged out on a pay-per-use basis. I’m happy to share these notes with you and welcome any comments … Continue reading Subscription Models for an integrated ITAM/ITSM suite
Our move to Saas gathers momentum Over the last six months, Vector has completed a number or projects enabling more and more of our solutions portfolio to be offered in a SaaS mode. Frankly, some of this has been reaction to the importance of being seen to be there in the cloud crowd. But customers … Continue reading Billions going into the cloud: who’s going to pay for it?
IT help desks – opportunities for specialization Your IT help desk needs to meet all its SLAs, and excel in user feedback surveys, at the lowest possible staffing level. In the small to medium size organization, that probably means recruiting great quality support staff, all capable of dealing with any problems that the user community … Continue reading What-if? modelling on the HelpDesk
ITSM and ITAM – why so separated? While some organizations are still struggling on with spreadsheets and clipboards, others have the vision to apply effort to continuously evolving their ITSM / ITAM processes. With each area of activity supported by its trade organizations, annual trade shows and conferences, I sometimes think we may be missing … Continue reading The help desk contribution to asset lifecycle management
Help desk automation – who benefits most? Many of our international customers have support centers in the UK, and from time to time we hear that the UK is experiencing a considerable backlash against call center automation. To callers, the automation appears to offer nothing except frustration and delay. A succession of multi-choice questions to … Continue reading The role of self-help in IT support
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
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