Delivering Value With Automation
IT professionals under pressure to do more with less should take a serious look at automating software management processes. The benefits are not confined to cost control.
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Delivering Value with Automation – Volume II: Optimizing Your Software Budget
IT professionals under pressure to do more with less should take a serious look at automating software management processes. The benefits are not confined to cost control.
Delivering Value with Automation – Volume III: Optimizing Software Management
IT professionals under pressure to do more with less should take a serious look at automating software management processes. The benefits are not confined to cost control.
Getting a Head Start in Software Asset Management
SAM can deliver significant benefits, but where do you start? Instead of being daunting, SAM needs to be broken down into achievable goals which provide an obvious benefit to the organization.
Key Tenets in Service Desk Organization Redesign
The growing movement to improve IT service delivery and support has led many companies to rethink the structure and composition of their service desks. When planning such a reorganization, IT management must keep in mind that customers of the support organization do not have technology problems, they have business problems. The technology is merely a tool that these users need to use to accomplish a business task. With this in mind, the result is a set of basic principles that should guide organizational design and planning.
Knowledge Management in the Support Center
When a support professional has access to knowledge, they can quickly assist customers with problems and inquiries. As a result Knowledge Management has become an essential practice
within today’s support centers. Customer service and support software allow companies to manage the interactions with customers and employees. When combined with Knowledge Management, the support center is able to improve efficiencies, increase satisfaction, and reduce the cost of service.
Top IT Service Desk Issues Facing the Healthcare CIO
The healthcare CIO is now in a position of direct influence on the quality of patient care. Doctors, pharmacists, administrators and medical research teams are more reliant than ever on electronic information and medical technology. As such, healthcare CIOs are gaining a stronger position to drive innovation, process change, and IT/business alignment. In healthcare, any system that is supporting a patient is not only business critical, its 24×7 availability is more critical than almost any other industry.
Transforming from Help Desk to Service Desk – Volume I: Tired of Firefighting? It’s Time for a Service Desk
As your business grows, managing IT services becomes more complex and requires a new approach and new tools. A help desk was the right solution in the early days. Users would call with an issue, and technicians would attempt to fix it as quickly as possible. IT was predominately in a firefighting mode and help desk software had a fairly singular focus: tracking incidents and open tickets as responsibility passed from one person to another. In order for your business to scale, you must move from a world of firefighting to one of forward planning and preventative maintenance. If you’re ready to shift from reactive technology support to proactive business service support, then it’s time for a service desk.
Transforming from Help Desk to Service Desk – Volume II: Beware the Seven Deadly Sins
To provide a more proactive mode of service delivery and support, you must avoid committing these sins with your service desk. Volume II of this five-part series explores these seven deadly sins and reveals how they can be avoided or neutralized with an integrated centralized knowledgebase.
Transforming from Help Desk to Service Desk – Volume III: Essential Process Automation Capabilities
Business process automation is a primary driver of many service desk implementations. Large or small, your business can benefit dramatically through process automation, increasing efficiency and reducing costs. While most service desk solutions offer automation of basic repetitive tasks, others take process automation to the next level through business rule designers. The right level for you will depend on the complexity of your business. Volume III of this five-part series explores the essential process automation capabilities that every service desk solution should provide, and how they can be leveraged to streamline your business