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Latest blog posts

A new kind of product demonstration?

By James West I’m not an expert on presentations, but I can tell you two factors that make or break a product demonstration. The first is: does the presenter have an engaging and charismatic style? The second is: does the topic being discussed hold any content of...
Security Overload?

Security Overload?

Okay, you double locked the door, installed a category 25 alarm, treble backed up your power supply and surrounded your property with attack dogs and CCTV cameras. So why are you still afraid? Don’t let them fool you, there are better things you need to worry about...
Reaping the rewards of Self-Service

Reaping the rewards of Self-Service

The Derbyshire Building Society measures the benefits of introducing InternetDesk to the Helpline. Geraldine Comery, IT Business Delivery Manager at The Derbyshire, introduced InternetDesk to the Helpline in April 2004 with an aim to further improve service to the...
Get Your Buyers Guide Today

Get Your Buyers Guide Today

Have You Got It? ITSM News, the email newsletter for the IT service management market, celebrated it’s third issue at the end of November 2005 with a special gift for all subscribers. All readers registering to the newsletter receive The Buyers Guide to Service...
Help desk for beginners

Help desk for beginners

What is a help desk? What functions does a help desk perform? What are the advantages of a help desk? Why bother with help desks?…Surely the answers to these questions are obvious? Well, no, not necessarily for those who are new to the market or for those who have no...
Is IT outsourcing wrong?

Is IT outsourcing wrong?

Why does anyone outsource IT functions? This may appear to be an absurd question, but do we really know? The reason most often wheeled out in business is that you should outsource any function that is not a ‘core competency’ and therefore should be managed more...
Hints and Tips

Hints and Tips

Q1: We have a user of the software who has left the company. How can I delete their user account without losing reference to their calls? Hint: In Sunrise Enterprise (4.07 onwards) there is a feature called Retire User. This feature flags a user account as being...