Software for Managed Service Providers – those external third party organisations which provide software and other technical services to multiple client organisations. MSPs usually interact seamlessly with their corporate clients, end users often having no idea...
ITSM tools provide the means to deliver the processes and activities that help organisations manage their core IT services, tasks, and infrastructure. As modern organisations depend so heavily on their IT infrastructure and services, without them, most employees would...
A ticketing system is the most basic software solution available for the IT helpdesk, to assist the support team (or person) to help their co-workers with a step up in the order and management of fixing IT issues. One step up from an Excel spreadsheet – and yes most...
Help desk software is used to assist the IT support team to log requests for help, track and communicate responses and collate IT support information to further assist with planning and training requirements. At its core is the ticketing system, which formalises the...
A service desk tool is an IT management software application which helps the IT team to better manage resources and make proactive provisions while also responding to users’ requests for help. Advancing on the more basic IT ticketing and helpdesk software largely used...
This practical guide looks at 5 service desk-driven operations which help improve customer experience inside and beyond the IT organisation. Read on… 1. Multi channel self-service puts the customer first Firstly, we’re going to look at how multi channel...
A classic dilemma for an IT professional tasked with sourcing and procuring products and services for their company is: “do I play ‘safe’ or go with what looks the best solution, regardless of the provider?”. Put another way, this is often a vendor case of David...
It’s the age-old argument within the world of IT – create and integrate a solution using a combination of perceived best of breed products, or opt for an all-in-one alternative, with potential pros and cons in each case. The dilemma dates back even to the time when...
Modern organisations are utterly dependent on their IT infrastructure. If core IT services or systems are unavailable for just a few minutes, operations can grind to halt. To avoid this, most organisations implement rigorous IT Service Management (ITSM) systems and...
