Service Management
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The Current State of Service Management
Posted by Emma Kula on April 19th, 2016No 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
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What is SIAM (Service Integration & Management)?
Posted by Emma Kula on February 9th, 2016Have 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)?
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Your IT Help Desk – it’s not meant to be a training resource!
Posted by CB on August 25th, 2010There is a great folklore that has built up of the weird and wonderful ‘issues’ that IT users bring to the attention of the help desk / service desk. There are some good examples listed here, and if you need a wry smile today, treat yourself to ten minutes scrolling through them. The hardest part … Continue reading Your IT Help Desk – it’s not meant to be a training resource!
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Saving money on the help desk with email integration
Posted by CB on June 21st, 2010Help 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
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Customer Satisfaction: the ultimate help desk metric
Posted by CB on June 4th, 2010IT 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
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Creating Business Value through HelpDesk Service Level Agreements
Posted by CB on April 28th, 2010HelpDesk 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
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Asset Data and HelpDesk Integration (should be simple)
Posted by CB on March 25th, 2008I heard last week that we have recently had several customers comment on the importance of being able to view asset configuration and software inventory information directly from inside the HelpDesk support analyst UI. Although this has been a standard feature of the Service Manager Pro solution for two years or more, it led me … Continue reading Asset Data and HelpDesk Integration (should be simple)
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