Latest Articles
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Should the ITAM office worry about ipads?
Posted by CB on August 17th, 2010iPad as an IT asset: does the iPad make the grade in your organization? Your organization may be one of those in which a section of employees, and users of the IT resource you provide or manage, have decided they could work more productively if they had iPads. Have they been able to present a … Continue reading Should the ITAM office worry about ipads?
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Why go with an agent-based ITAM solution?
Posted by CB on August 13th, 2010IT Asset Management: best success with an agent or without? There was a period in the evolution of PC management products when agent software got something of a reputation for making work for the desktop system administrator. Whether it was agent conflicts, excessive memory footprints or CPU demands, or simply that it had to be … Continue reading Why go with an agent-based ITAM solution?
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Software Distribution: relevant for virtual as well as physical systems.
Posted by CB on August 4th, 2010Software 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.
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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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Pirated software: are you sure you are in the clear?
Posted by CB on June 8th, 2010Software 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?
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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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License Management: Static Recording is not enough
Posted by CB on June 1st, 2010Software 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
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Effective customer support may start with helpdesk software, but often needs more. . .
Posted by CB on May 6th, 2010Helpdesk 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. . .
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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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Self-update for our IT Asset Management agent.
Posted by CB on April 21st, 2010I 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.
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