Alloy Software Upgrades Award-Winning IT Service Management Suite With New and Improved Features

Nutley, NJ (July 31, 2012) – Alloy Software, Inc., a leading provider of service and asset management solutions, today announced the introduction of Alloy Navigator 6.5 Enterprise, the company's award-winning IT service and asset management suite. Alloy Navigator 6.5 Enterprise delivers practical real-world solutions designed to tackle the challenges IT departments face everywhere. With exciting new features such as Calendar Views, Self-Service Manager Access, Satisfaction Surveys and Workload Balancing to name a few, this new offering is sure to provide IT with the value they expect from an IT service and asset management solution.


With the tight integration of flexible service desk, asset management and network inventory tools, the ability to manage the entirety of IT operations are automatically simplified through the use of intelligently designed features. Alloy Navigator 6.5 allows users to manage the complex interrelationships, dependencies and life cycles of workstations, servers, network devices and software licenses and related service history, contracts, warranties and financial information so that users can gain true visibility and transparency.

Read more @ http://www.alloy-software.com/news/pr_article.html?id=1121

How ITIL-based IT Help Desk can help Small and Medium Businesses

Introduction:

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 Richard appreciates that On the Staff Before User name Moreover Their own Properties details. He fixes Each and every one Illnesses Coupled with walks A brilliant show. The companhy is certainly going Very good Plus Establishment inflates difficult Very much Humans Producing an income personal computer Considerably more IT Services. Most likely will Greg Very work out The particular show? Shall we Observe how ITIL-based Help Desk Software very helpful Baby trend And after that Services look for Help Desk Class sort of Bob’s chance a Solid Suggest and gives uninterrupted IT services.

Read more @ www.sxltjc.com/how-itil-based-it-help-desk-can-help-small-and-medium-businesses.html

Why is IT Help Desk Software Even Necessary?

For the longest time I kept asking why IT help desk software was even necessary. I think that I really didn’t understand the purpose of the program and therefore was unable to recognize its importance. I was thinking it was software for those who didn’t have an IT department. It turns out that this is the kind of program that can set your IT department on fire. In the good way, of course.



Read more @ http://www.cynergysoftware.com/why-is-it-help-desk-software-even-necessary/

The Best Way To Consider Precautionary Features Of An Service Desk Software System?

Security is everything when referring to choosing a help desk system. Before you commit yourself to a seller, judge whether they are going to give you complete integrity, confidentiality, and high reliability in accessing information and shopper details.


Does the vendor framework utilise top flight information services and centers? As an example, leading information centres like the Amazon Web Services Cloud offer a few redundant web connections, redundant supply of power from more than one companies, and physical safety of military level with defence against natural calamities like floods or earthquakes. Some of the best cloud services provide a real-time replication of customer data for storage at three different locations continually.

When reading vendor specs, ensure that the substructure offered would give high availability with load-balanced servers. It's best the servers are spread across a few locations.

Don’t go for any security option that is less than industrial-level SSL encryption for information transference. It is ideal if your vendor also offers several levels of successive firewalls – separately for each service layer. Your vendor should guarantee that all latest security updates and fixes would be utilized for all operating software systems, application components, and servers.

Read more@ http://www.o4tec.com/the-best-way-to-consider-precautionary-features-of-an-service-desk-software-system.html

ManageEngine Celebrates SysAdmin Day 2012 with SuperAdmin Contest

PLEASANTON, Calif.--(BUSINESS WIRE)--
In honor of the 13^th annual System Administrator Appreciation Day — Friday, July 27, 2012 — ManageEngine, the real-time IT management company, invites everyone to gift their SysAdmins with a well-earned ‘thanks’ and the chance to win some awesome prizes, like a Nexus 7, skydiving trip, gaming room and much more. Visit http://sysadminday.manageengine.com/ now to enter.


Remember your first day on the job when you found your workspace waiting for you? Laptops and Internet cables connected, IP phone ready, email address configured and software installed. Or, remember the time when your hard drive crashed right before lunchtime? It likely never crossed your mind that your SysAdmin skipped his lunch to fix it. And if you’re like most people, you probably forgot to thank him. Now is your chance.

SysAdmins are the superheroes that work behind the scenes, just so you can do your job. ManageEngine’s “Time to Say Thank You” contest lets employees nominate their favorite SysAdmins. To enter, just submit their name — or add a story and picture to boost their chance of winning. If your SysAdmin gets the most votes, you win a prize too — a $100 gift card!

Read more @ http://finance.yahoo.com/news/manageengine-celebrates-sysadmin-day-2012-160400834.html

Johns Hopkins University Selects SysAid to Manage IT Help Desks and Asset Inventories

Johns Hopkins University Selects SysAid to Manage IT Help Desks and Asset Inventories

Tel Aviv, Israel – July 19th, 2012 – SysAid Technologies Ltd. (www.sysaid.com), a leading global provider of IT Service Management (ITSM) software solutions, announced today that its help desk software solution has been deployed at The Johns Hopkins University.

Read more @ http://www.sysaid.com/press-releases/715-johns-hopkins-university-selects-sysaid-to-manage-it-help-desks-and-asset-inventories.htm

WebHelpDesk acquired, Mac and Linux versions disappear

The company that makes this software just got acquired by another IT software company called Solarwinds, but apparently Solarwinds is planning to do things over there a little differently: the Mac and Linux version download links have been removed from the website.
A salesperson at the company emailed TUAW reader Neil, and says that "moving forward [Web Help Desk] is strictly Windows-based."

Read  more @ http://www.tuaw.com/2012/07/27/it-support-service-webhelpdesk-acquired-mac-and-linux-versions/

BMC Software Delivers 'Chart and Compass' to Help IT Map the User Experience in the Cloud

A poor user experience can kill businesses running customer-facing applications in the cloud. To complicate matters even more, typical user feedback such as "the application is running too slow" is not often specific enough to pinpoint and fix the problems before the business is impacted.

To help IT organizations deliver what end users want, BMC Software BMC +2.02% has created a "chart and compass" to quickly map and navigate the end user experience. BMC End User Experience Management is a powerful solution that helps IT organizations rapidly diagnose and improve customer satisfaction rates. In the latest release, BMC has extended this powerful solution to include applications running in the cloud, with visibility from the end user all the way back to the code. 

Read more @ http://www.marketwatch.com/story/bmc-software-delivers-chart-and-compass-to-help-it-map-the-user-experience-in-the-cloud-2012-07-25

Solarwinds Acquired Web Help Desk Software

Solarwinds, a leading provider of IT management software acquired web help desk software, a provider of online help desk software, for $20 million. Through this acquisition , Solarwinds is entering into the help desk industry in the name of “Solarwinds Web Help Desk” along with its IT management portfolio of network, applications, virtualization and storage management.

News of this acquisition was announced with the company’s second-quarter earnings. SolarWinds reported revenue of $64 million for the quarter, marking a record for the company and representing 40 percent year-over-year growth.

 

Here is the brief summary of acquisitions of Solarwinds.

 

2007 – Acquired ipMonitor Corporation.

2007 – Acquired Neon Software.

2009 – Acquired technology products of Kiwi Enterprises.

2010 – Acquisition of Assets from Tek-Tools

2011 – Acquired Hyper9.

2011 – Acquisition of TriGeo Network Security, Inc

2011 – Acquired certain assets of DameWare Development LLC

2012 – Acquire certain assets of EminentWare

2012 – Acquired Web help desk

 

Quoted below, the words from Kevin Thompson, SolarWinds’ President and CEO about Solarwinds web help desk.

 

“SolarWinds web help desk will serve a critical need for IT professionals tasked with managing their companies’ IT services. There are very few products in this market that offer our unique value proposition: designed specifically for IT teams, with a rich and powerful feature set, great user experience, and a price far below that of the competition. The addition of web-based help desk software to our product portfolio is a response to the needs of the IT community and consistent with our strategy to expand the number of problems we solve for IT Pros.”

 

Solarwinds web help desk is designed for IT professionals, meeting the requirements of organization of all sizes. It is available now and pricing starts at $495, with the first year of maintenance included.

SolarWinds Launches SolarWinds Web Help Desk Adding IT-Focused Help Desk Software to the Company’s IT Management Portfolio

AUSTIN, TX — (Marketwire) — 07/25/12 — SolarWinds® (NYSE: SWI), a leading provider of powerful and affordable IT management software, announced today that it is launching a new product, SolarWinds Web Help Desk, which adds Web-based IT Help Desk software to its growing portfolio of IT Management products. The new SolarWinds Web Help Desk has all of the power and features that IT pros need, and will be priced starting under $500, making it one of the most affordable IT Help Desk solutions available.



“SolarWinds Web Help Desk will serve a critical need for IT professionals tasked with managing their companies’ IT services. There are very few products in this market that offer our unique value proposition: designed specifically for IT teams, with a rich and powerful feature set, great user experience, and a price far below that of the competition,” said Kevin Thompson, SolarWinds’ President and CEO. “The addition of web-based help desk software to our product portfolio is a response to the needs of the IT community and consistent with our strategy to expand the number of problems we solve for IT Pros.”

Read more @ http://www.nearshorejournal.com/2012/07/solarwinds-launches-solarwinds-web-help-desk-adding-it-focused-help-desk-software-to-the-companys-it-management-portfolio/

InvGate Introduces Business Analytics to the IT Service Desk

InvGate the provider of innovative, next generation IT Service Management (ITSM) solutions today announced the addition of its Service Desk Business Analytics reporting tool, available now as part of the InvGate Service Desk solution. Based on OLAP, it enables users to interactively analyze multidimensional data from multiple perspectives.


More often, service desk managers are asked for reports they just can’t deliver. Having the ability to dynamically slice and dice data to perform detailed drill downs and roll ups with a single click can highlight previously undiscovered patterns and relationships. Business managers will benefit greatly from InvGate’s new service desk analytics. It provides faster, easier data discovery and greater insight into operational business metrics helping them deliver the value they are supposed to.

Read more @ http://eyugoslavia.com/featured/25/invgate-introduces-business-analytics-to-the-it-service-desk-2238939/

Spiceworks releases new version of social network and IT management software

Spiceworks 6 will enable IT professionals discover what's happening in their environment and share their collective knowledge

IT professionals' social networking firm Spiceworks has released the new version of its free social network and IT management software for small and mid-sized businesses (SMBs), Spiceworks 6.
The new version features an automated cloud services discovery, an optional remote device agent and a new social IT knowledge base.


Spiceworks 6 will help IT professionals discover what's happening in their environment and share their collective knowledge in a more social way. It also enables the Spiceworks users to collaborate and simplify everything IT.

Read more @ http://media.cbronline.com/news/spiceworks-releases-new-version-of-social-network-and-it-management-software-250712

Today’s Service Desk Must Have “Social and Mobile”

I am Apple convert -- I use an iPad, iPhone and my beloved MacBook!  I converted about 18 months ago and have found the experience to be wonderful with little or no support requirements. However, last week I was not able to get access to wireless while visiting another office. Rather than opening a support issue, I quickly looked at our collaboration site and my issue was resolved in about 60 seconds. Whether you are aware of it or not, this process is part of business as usual for me and is a behavior that is becoming more typical of today's consumers of technology.


Changes in technology and behaviors, and the availability of information on personal devices are providing consumers of technology with not only increased levels of personal flexibility and functionality, but also more access to information. One of the outcomes is a growth in the expectation that information and solutions should be available anytime, anywhere and instantaneously!  The unfortunate outcome here is that the traditional service desk cannot deliver the information demanded in a timely manner leading to the end user bypassing the service desk. In fact, I am seeing that poor and immediate support combined with ease of use, leads to the consumers abandoning applications and using alternative capabilities.

Read more @ http://community.ca.com/blogs/itil/archive/2012/07/23/is-today-s-service-desk-must-have-social-and-mobile.aspx

BMC Software Helps Growing Customers Fly High in the Cloud

HOUSTON--(BUSINESS WIRE)--This is the year of accountability for cloud computing. Businesses are demanding that CIOs deliver value from their cloud projects. The acknowledged leader in cloud management, BMC Software (NASDAQ:BMC) has been helping its growing base of cloud customers to answer that call with measurable benefits to the business.

“A majority of the companies that require infrastructure services are working in a hybrid environment that includes cloud services, yet want unified monitoring of that environment. HCL uses analytics and workflows generated by BMC solutions to better control the complex neighborhoods that most clouds are required to live in.”

“Clouds have the ability to enable IT organizations to deliver high-performing business services faster and at lower cost, so the business remains competitive and consequently meets their revenue and profit goals,” said Ronni Colville, VP and Distinguished Analyst at Gartner. “There are few cloud management solutions successfully creating such a reality for customers.”

Today, BMC is advancing its cloud leadership with the introduction of major new capabilities within its BMC Cloud Lifecycle Management and BMC Cloud Operations Management solutions. These new releases will provide customers greater accountability and flexibility in planning, building and running a successful cloud. For a full listing of BMC’s new cloud management features, click here.

Read more @ http://www.businesswire.com/news/home/20120724005420/en/BMC-Software-Helps-Growing-Customers-Fly-High

ManageEngine Applications Manager Gains Ruby on Rails Support

ManageEngine, the real-time IT management company, today announced the immediate availability of Ruby on Rails support in its performance monitoring software package, Applications Manager. The move lets Applications Manager monitor applications running on Ruby on Rails environments as well as measure user satisfaction of critical web applications, capture transaction traces and view performance metrics of Ruby components.


Today, many startup companies use Ruby on Rails, aka Rails, because it helps them develop applications easily and quickly. The IT operations teams of these organizations require an affordable monitoring solution that not only helps them perform in-depth transaction monitoring of Rails and SaaS apps, but also view performance metrics across the stack.

Read more @ http://www.istockanalyst.com/business/news/5956815/manageengine-applications-manager-gains-ruby-on-rails-support

VMware to acquire OpenFlow pioneer Nicira for $1.26 billion

Continuing its push to virtualize all aspects of the data center, VMware is acquiring software-defined networking firm Nicira for $1.26 billion, the companies announced Monday.

"I believe we have the same opportunity to do for networking what we've already done for servers and many other parts of the data center," Steve Herrod, VMware's CTO, wrote in a blog post about the deal.


VMware will fold Nicira's core technology, called Open vSwitch, into its own portfolio of virtual networking software, VMware said.

Read more @ http://www.computerworld.com/s/article/9229510/VMware_to_acquire_OpenFlow_pioneer_Nicira_for_1.26_billion

5 Cloud Solutions That Will Make Your Customer Service Unbeatable

One of the most important factors in creating a long lasting small business is providing excellent customer service.

Unfortunately, when you have a small business it can be harder to provide efficient client care due to lack of personnel. Fortunately, due to cloud-based customer support apps small businesses can now provide excellent customer service by using enterprise level customer support applications, and visually integrated help desk applications.


Help desk online software usually allows your customers to submit issues via a ticketing system so that customer service reps (which might be you) can answer the questions or fix the issues in a streamlined manner. Typically the customer can indicate whether the issue is urgent or not and issues will be ordered for the agents in terms of importance and when they were sent by the client and can even be directed to the correct department for servicing.

Often times, before the user enters their problem to be sent to the agent, the help desk software will direct the user to some possible solutions first. These solutions are based on the words they used on their question, then finally only allowing them to send the ticket if nothing in the database matches their needs.

Help desk applications are becoming essential to doing business well.  If you don’ t have any yet, you should consider the two leading online customer support solution Zendesk and Desk.com but also take a look at these five less known solutions for better customer care.

Read more @ http://www.getapp.com/blog/cloud-solutions-customer-service/

Quest Software debuts AttachThis for managing SharePoint

Quest Software has launched AttachThis, a new tool that could drive up adoption of SharePoint -- or at the very least maximize existing investments in the Microsoft collaborative software.

Essentially, AttachThis is designed to enable Microsoft Outlook users to take advantage of SharePoint without changing their desktop context. In addition to the new tool, SharePoint experts at Quest identified three reasons why IT needs to take the reins to help drive SharePoint adoption.


Quest Software reps have outlined three reasons as to why IT should take the reins by using AttachThis to drive SharePoint adoption:

Read more @ http://www.zdnet.com/quest-software-debuts-attachthis-for-managing-sharepoint-7000001317/

Back By Popular Demand: 51 Free Cloud Resources for Application Developers

Following your awesome feedback about our post from March, Free Cloud Services for Application Developers, the Xeround team put our heads together to produce an expanded list of 51 free cloud resources that can make life easier for application developers. Everything we do focuses on freeing up your development resources so you can concentrate on what you do best – cranking out kick-ass code. Enjoy!


Thanks to Aaron on the Wiremob team and Manner Oshaf for suggesting two great services missing from our previous list – CakePHP and Jelastic. If you spotted a free cloud service that’s not on this list, just let us know in the comments below and we’ll add it in a jiffy.

Read more @ http://xeround.com/2012/07/back-by-popular-demand-51-free-cloud-resources-for-application-developers/

FrontRange releases new version of its Client Management application

The new version adds several capabilities related to compliance management and reporting to manage complex IT infrastructure

IT service management and service desk software firm FrontRange Solutions has launched a new version of Desktop & Server Management (DSM 7.1).

Read more @ http://itservices.cbronline.com/news/frontrange-releases-new-version-of-its-client-management-application-230712

How Dell Acquired Quest Software: The Secret Inside Story

How did Dell really win the bidding war for Quest Software, the provider of virtualization and IT management software? MSPmentor has the inside story. The one-year journey reveals that Dell (NASDAQ: DELL) initially declined to buy Quest Software (NASDAQ: QSFT).


Instead, Quest representatives danced with 17 other potential suitors, including nine potential bidders that met with Quest officials. So how and why did Dell return to the negotiating table, leapfrog other bidders, and buy Quest for $2.4 billion? Here’s the inside story on the software acquisition that almost wasn’t.

The key players involve a Quest special committee, Quest’s own Vincent Smith, and a lengthy list of lawyers and financial advisors — particularly Morgan Stanley.

Back in August 2011, Quest’s Vincent Smith held information discussions with Insight Venture Management. That set off a nearly year-long M&A process. And it ultimately led Quest Software into Dell’s awaiting arms.

Now, the blow-by-blow…

Read more @ http://www.mspmentor.net/2012/07/19/how-dell-acquired-quest-software-the-ma-inside-story/

ManageEngine Ships Private Social Network Exclusively for IT

ManageEngine, the real-time IT management company, today announced the general availability of ITPulse, the industry’s first private social network built exclusively for IT teams. ITPulse engages and socializes IT teams by establishing a one-stop, cascading wall for real-time display of IT infrastructure health and collaboration in a secure and fun environment.


Today’s lean IT model forces IT teams to make decisions on the fly, forcing them to ditch the traditional email-based communication systems and adopt instant collaboration tools such as Facebook-type social networks. However, concerns about data security make IT reluctant to adopt social networks for official communication.

To meet the unique communication needs of IT, ITPulse includes a Facebook-like wall for having discussions and sharing articles and videos in a private and restricted domain. Only users within the domain can access the wall, and the data shared are not leaked to the outside world.

Read more @ http://ajax.sys-con.com/node/2314902

Kaseya Monitors VMware Virtualization in Financial Industry Private Clouds

Financial institutions are transitioning to cloud computing with the goals of growing revenues, reducing costs and increasing responsiveness to risk. These are difficult times in the financial sector. Against a backdrop of uncertain economic growth, consumer distrust and increasing regulation, financial organizations are working to maintain a healthy bottom line and boost consumer confidence in their offerings.

Read more @ http://blog.kaseya.com/blog/2012/07/17/vmware-virtualization-transform-financial-services-it-departments/

Interview With Paul Christman: Bad Buzzwords, Public Input and the Future of Quest Software

The WashingtonExec had the chance to talk with Paul Christman, President and CEO of Quest Software’s Public Sector, about biometric capabilities on mobile devices and managing internal threats before tackling external security issues.
 
Christman also spoke of not ruling with an iron fist and the buzzwords he chooses to use in his organization.

Know more @ http://www.washingtonexec.com/2012/07/interview-with-paul-christman-making-the-quest-software-mission-possible/

How to Move to a Web Based Help Desk

Moving to a web based help desk is no small decision.  Fortunately, this migration is carried out by IT professionals who want to make their own life easier while making the transition as painless as possible – not repeating typical migration problems and the potential of bloodshed. (Seriously, if you want to hear some war stories, speak to someone who was around when offices had to switch from typewriters to word processors.)

Read more @ http://www.samanage.com/blog/2012/07/how-to-move-to-a-web-based-help-desk/

OneDesk Help Desk Software

Submitted by Kimberley Chan

OneDesk is web-based help desk software that allows companies to collaborate with customers, answer their questions and resolve their ticket items. It facilitates communication between all stakeholders and allows companies to keep customers updated on the status of their issues. With OneDesk, the whole team can get involved and take action on customer requests quickly.


OneDesk is integrated with a suite of applications that includes feedback, ideas, requirements and issues/tasks management, issue tracking, and roadmapping/release management.

You can check it out here: http://www.onedesk.com/features/help-desk/

Do submit your help desk stories here.

Submit Your Help Desk Story

Hi friends,

This is my 100 th post. And this blog has been visited 32,606 times so far. Thank you for following me and providing excellent support.

From now onwards, i will be providing a way to submit your help desk story, it may be link, pic, video, presentation, pdf file, white paper, case study or anything here to get featured.  


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Baillie Gifford Chooses Cherwell for Customization, Automation and Seamless Upgrades

With the aim to find a new Service Desk software solution that offered complete customization and seamless upgrades, Baillie Gifford initially reviewed a range of products against a set of key features to ultimately select Cherwell Service Management™ from Cherwell Software®.


According to Rob Whittaker, Baillie Gifford’s IT service desk manager, three things stood out about Cherwell.  Firstly, how intuitive the product is. With some of the products reviewed, it was difficult even to see how to log a call at first glance. Secondly, Cherwell’s one-steps (launched manually or automatically) would help his team to save time and automate regular, repeatable tasks. Lastly, Cherwell’s codeless configuration technology and seamless upgrades could potentially save time and effort.

Read more @ http://www.cherwell.com/nr/baillie-gifford-chooses-cherwell-for-customization-one-step-automation-and-seamless-upgrades

Survey finds ERP software project overruns 'distressingly common'

It is "distressingly common" to see ERP (enterprise-resource-planning) projects involving Oracle, SAP and Microsoft Dynamics software end up taking longer than customers anticipated, according to a new survey.


The survey released this week by Panorama Consulting, a Denver-area company that provides ERP implementation and software selection services, is based on 2,000 responses from 61 countries, which were collected between February 2006 and May of this year.

Read more @ http://www.computerworld.com/s/article/9229070/Survey_finds_ERP_software_project_overruns_39_distressingly_common_39_?taxonomyId=121

Zendesk Hits 20,000 Customers

Salesforce.com may be snatching up enterprise real estate all over the internet but companies like Zendesk are still holding their own and growing. The online customer service company now stands at 20,000 customers and has recently updated its platform to enable language localization.




According to the Zendesk release, 11 localized versions of its services are now available and users as far as Brazil and China can use the platform to handle its customer service queries and data. The 11 languages adds to the already 40 which the platform had set up previously and now gives the company considerable reach.

Read more@ http://www.sitetrail.com/2012/07/13/zendesk-hits-20000-customers

Altitude Software powers new contact centre at leading Russian real estate developer PIK Group

Altitude Software, a global leader in contact center technology, and BELTEL, the leading systems integrator, today announced the implementation of a new contact center at leading Russian real estate developer PIK Group, with a clear impact on efficiency and improved customer service.


PIK Group is a leading Russian real estate developer, focused on large-scale residential projects within the Moscow Metropolitan Area and selected Russian regions. Since its foundation in 1994, PIK Group has become a market leader in the mass-market residential property sector, having completed over 180 000 apartments of affordable housing across the country. The Group has a substantial and diversified land bank and a dedicated, professional team, with over 11,000 employees.

Read More at http://www.callcentreclinic.com/news/call-centre-solutions/altitude-software-powers-new-contact-centre-at-leading-russian-real-estate-developer-pik-group--46976.htm

Dell Acquired Quest Software - Funny Pic From ManageEngine

In regards with acquisition of quest software by dell, ManageEngine has added an funny pic in their facebook page. It is shown as below..

Follow ManageEngine at facebook to know more. Keep informed !

Twitpic founder quietly launches Helpmint, seems to have abandoned would-be Twitter rival Heello

Twitpic founder Noah Everett yesterday quietly launched his new venture, called Helpmint, in public beta.
It’s an online tool that wants to enable companies to provide better online customer service by turning Twitter, SMS and email incoming into a single comprehensible conversation stream.

From the looks of it, companies will also be able to create an online knowledge base that allows customers to contact them with a single click in case it they are unable to find what they are looking for.
The service is currently free for 1 customer service rep and costs $24 per month for additional agents.

Read more @ http://thenextweb.com/insider/2012/07/12/twitpic-founder-quietly-launches-helpmint-seems-to-have-abandoned-would-be-twitter-rival-heello/

Salesforce service Desk launches an iOS app to make customer support an untethered task

Desk.com (previously Assistly), the customer support service acquired by Salesforce last year, has dropped version one of its iOS app, which will allow its customers to interact with their community on the go.

 The team announced the app on its Twitter account, and it looks pretty full-featured for a mobile app.

Read more @ http://thenextweb.com/apps/2012/07/13/salesforce-service-desk-launches-an-ios-app-to-make-customer-support-an-untethered-task/

3CLogic and VA Associates Partner to Offer Cloud Based Integration of IT Service Management with Contact Centers

3CLogic and VA Associates today announced their partnership to offer a new class of innovative services that combine IT Service Management and call center telephony under one umbrella. With this new offering, IT Service Management and call center services are hosted on and delivered from the “Cloud” such as Amazon Web Services (AWS) or others, as a unified service.


This presents a new paradigm shift for Government and Commercial markets as they move from in-house, big box computing to a utility service that is much more flexible and cost effective.

Read more @  http://www.virtual-strategy.com/2012/07/12/3clogic-and-va-associates-partner-offer-cloud-based-integration-it-service-management-con

Symantec adds cloud capabilities to MSPs

The Partner Management Console simplifies the management and monitoring of Symantec Endpoint Protection.cloud and Symantec Backup Exec.cloud Security firm Symantec has introduced several new cloud capabilities, including the availability of the Symantec Partner Management Console.

The Partner Management Console is a tool that utlises a single web-based portal to simplify the management and monitoring of Symantec Endpoint Protection.cloud and Symantec Backup Exec cloud.


The new capabilities are a part of Symantec's MSP strategy which delivers applications in an easier and more cost effective way to manage security and backup applications as managed services.

Read more @  http://security.cbronline.com/news/symantec-adds-cloud-capabilities-to-msps-110712

SupportBee – The helpdesk software that simplifies the support service business

With a give-away name like this, what the startup SupportBee does is a no brainer. It provides companies with a software solution to solve their customers’ problems in a manner that is effective. The most common approach for small enterprises has been using Gmail, but that apart from being ineffective is cumbersome.

Read more @http://www.pluggd.in/supportbee-features-297/

The Pros and Cons of Web Based Help Desk Software

Non-IT people don’t spend time thinking about help desk software. When they interact with their IT Help Desk, many of them subconsciously believe they’re using a magical portal where they express their lamentations, and an IT worker with his or her magical skills will make everything better.

This setup is actually beneficial to both IT workers and civilians. The less they have to think about how they’re interacting with the powerful wizards behind the IT Help Desk, the happier they are. And happy civilians make for happy IT workers.


“So you’re telling me I have to use a computer to run the software. Have I got that right?”

That’s why your Help Desk software is so important, and it’s one of the reasons why web-based Help Desk software is poised to take over. Here are some of the pros and cons of moving all your Help Desk  to the Web.

Read  more @ http://www.samanage.com/blog/2012/07/the-pros-and-cons-of-web-based-help-desk-software/

Zendesk Now Offers Facebook Private Messages For Customer Service

Zendesk has a new feature out today, that lets customers send private Facebook messages that automatically go to agents as Zendesk customer service tickets.

What this means? It’s getting easier than ever to get your questions answered or customer service issues resolved. It also points to the blurring lines between work apps and personal ones. And without question, it shows how our work and personal lives criss cross more than ever.


Read more @ http://techcrunch.com/2012/07/10/zendesk-now-offers-facebook-private-messages-for-customer-service/

Ten Help Desk Solutions for Better Customer Service

Live Chat, Ticketing, email support are just a few of the things that make tracking a customer request easier. Call logging, a knowledge/information center that reps/agents can pull information from quickly when answering questions and the best of these have social integrations so you can keep up with what’s happening around your brand and company name on Facebook, Twitter, and beyond.
The biggest value of a help desk is that your customer information is in one central place. If a customer calls in at another time, around the same request, any employee can help them or pass their call to the appropriate department.


Here are ten that you might consider:

Read more: http://feedproxy.google.com/~r/SmallBusinessTrends/~3/BU6HZ_7ep8w/ten-help-desk-solutions-customer-service.html#ixzz206aEEtYb

ITIL History On the Timeline

Here is the history of ITIL given on the timeline.

Data from the source :

1972: IBM starts research on quality service delivery called information Systems Management Architecture (ISMA).
1980: IBM publishes Volume I of the IBM Management series titled "A management System for the Information Business", first public edition of ISMA.
1986: CCTA authorizes a program to develop a common set of operational guidance with the objective of increasing efficiencies in Government IT.
1988: "Government Infrastructure Management Method (GITMM)", is formalized and issued as 'guidelines' for Government IT operations in the UK focused on Service Level Management. Same year, the development team was expanded and work continued on Cost, Capacity, and Availability.
1989: GITMM title is inadequate. It is not a method, (last M), and it should lose its G letter in order to be marketable out of government. Renamed to ITIL.
1989: First 'ITIL' book published, Service Level Management, then Help Desk (incorporating the concepts of Incident Management), Contingency Planning, and Change Management. Books had 50-70 pages.
1990: Problem Management, Configuration Management and Cost Management for IT Services published.
1991: Published - Software Control & Distribution, on 89 pages.
1992: Availability Management, 69 pages.
1996: (July) First ITIL Service Manager class delivered in US by US company, ITSMI, 16 attended, 10 candidates, nine passes, one distinction, first US company authorized as an ITIL accredited course provider - ITSMI.
1997: Customer focused update to the Service Level Management book, 106 pages.
1997: ITIMF legally becomes what we know today as the IT Service Management Forum (itSMF UK).
2000: Service Support V2 published, 306 pages.
2001: Service Delivery V2 published, 376 pages.
2001: CCTA became a part of the Office of Government Commerce (OGC)
2002: Application Management, 158 pages, Planning to Implement IT Service Management, 208 pages and ICT Infrastructure Management, 283 pages, published.
2003: Software Asset Management, 146 pages, published .
2004: Business Perspective: The IS View on Delivering Services to the Business, published, 180 pages.
2006: (June) ITIL Glossary V2 published
2006: (June) APM Group Limited announced as preferred bidder of ITIL accreditation & certification program, over the itSMF International (expectant winner)
2007: (May) ITIL V3 five core books published.


* Data based on third party reference as per the source http://itservicemngmt.blogspot.in/2007/09/brief-history-of-itil.html

ManageEngine Soups Up ServiceDesk Plus-MSP with Service Catalog

ManageEngine, the real-time IT management company, today announced it has added Service Catalog to ServiceDesk Plus-MSP, its complete help desk for managed service providers (MSPs). The new feature helps MSPs streamline their service delivery and improve operational efficiency. To further improve life for MSPs, ServiceDesk Plus-MSP also gains agent-based scanning, technician auto assign, and integration with Desktop Central-MSP.

A demonstration of ServiceDesk Plus-MSP is available at http://demo.servicedeskplusmsp.com . A free trial version of the help desk is available at http://www.manageengine.com/products/service-desk-msp/download.html .

Know more @ http://www.marketwatch.com/story/manageengine-soups-up-servicedesk-plus-msp-with-service-catalog-2012-07-03