Thursday, 30 August 2012

Mobile Customer Engagement Made Easier: Comm100 Live Chat for iPad Released

VANCOUVER, Aug. 30, 2012 /PRNewswire/ — Comm100, the leader in customer service and communication software, has just announced the release of Comm100 Live Chat for iPad (http://livechat.comm100.com/ipadchat.aspx), an iPad app that makes live customer engagement easier and more convenient than ever. Specifically designed for the iPad, Comm100 Live Chat iPad app enables users to run Comm100 Live Chat smoothly on their iPad so as to keep connected with website visitors even when they are on the road.

Read more @ http://asiarelease.asia/mobile-customer-engagement-made-easier-comm100-live-chat-for-ipad-released/


HootSuite Extends Its Social Media Wings With Evernote, Storify, Zendesk Integrations

HootSuite, the Vancouver-based developers of a social media management dashboard for enterprises and other power users, is adding three new outlets to the list of social networks that are supported on its platform

Read more @ http://www.chronline.com/life/tech/article_5c1943e1-ac03-52d0-a4dc-613670b97008.html

SolarWinds Introduces the IT Industry’s First and Only Free VoIP Management Tool to Track Call Detail Records — SolarWinds VoIP Call Detail Record Tracker

AUSTIN, TX — (Marketwire) — 08/29/12 — SolarWinds® Inc. (NYSE: SWI), a leading provider of powerful and affordable IT management software, announced today the release of SolarWinds VoIP Call Detail Record Tracker, a robust free tool to help IT pros manage voice over IP (VoIP) with Call Detail Record (CDR) tracking, and the only free tool of its kind in the VoIP management market that allows users to search and display CDRs.



SolarWinds determined the need among IT pros for a VoIP CDR Tracker free tool based on demand and discussion on thwack®, the SolarWinds community of over 100,000 IT pros that offers a space to request new products and features, as well as share insight and address IT management challenges.

“With the increase in VoIP deployments over the last few years, IT pros have been clamoring for an easy-to-use tool that will aid in the analysis and troubleshooting of VoIP call quality,” said Sanjay Castelino, VP and market leader, SolarWinds. “With SolarWinds VoIP CDR Tracker, IT pros can quickly and easily track and monitor VoIP call performance from the convenience of their desktops.”
SolarWinds VoIP CDR Tracker provides IT pros with a desktop utility to track the performance of VoIP calls by searching, filtering and sorting Cisco® CallManager call detail records. IT pros can quickly view key details about the call, including originating and destination number, originating and destination IP address, date, time, status, termination causes, and MOS. When an end user’s call is dropped, the IT pros can use SolarWinds VoIP CDR Tracker to assist in determining the root of the problem and find its solution.

SolarWinds VoIP CDR Tracker Highlights:
  • Search, retrieve, and view CDRs
  • Load up to 48 hours of CDR data
  • Support for Cisco CallManager CDR files
For a comprehensive VoIP management solution, SolarWinds VoIP & Network Quality Manager (formerly IP SLA Manager) monitors the performance of individual VoIP calls by analyzing call quality metrics available within the call detail record (CDR) and provides real-time alerts when critical thresholds are exceeded. Coupled with its proactive WAN performance analysis capability, VoIP & Network Quality Manager will allow IT pros to troubleshoot and solve VoIP QoS problems faster and more effectively.

Pricing and Availability

SolarWinds VoIP CDR Tracker is free. Pricing for SolarWinds VoIP & Network Quality Manager starts at $1,495. For more information on VoIP & Network Quality Manager or to download a free 30-day evaluation, visit the SolarWinds website or call 866.530.8100.

Additional Resources:

Press Release: SolarWinds Strengthens VoIP Performance Monitoring and Proactive WAN Performance Analysis in Its Leading Network Management Portfolio
Video: SolarWinds VoIP & Network Quality Manager Overview
 
About SolarWinds

SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to customers worldwide from Fortune 500 enterprises to small businesses. In all of our market areas, our approach is consistent. We focus exclusively on IT Pros and strive to eliminate the complexity that they have been forced to accept from traditional enterprise software vendors. SolarWinds delivers on this commitment with unexpected simplicity through products that are easy to find, buy, use and maintain while providing the power to address any IT management problem on any scale. Our solutions are rooted in our deep connection to our user base, which interacts in our online community, thwack, to solve problems, share technology and best practices, and directly participate in our product development process. Learn more today at http://www.solarwinds.com.

SolarWinds, SolarWinds.com and thwack are registered trademarks of SolarWinds. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.
Image Available: http://www2.marketwire.com/mw/frame_mw?attachid=2078060


MEDIA CONTACTS:

Grace Pai-Leonard
Text100
Phone: 212.871.5194
grace.pai@text100.com
Tiffany Nels
SolarWinds
Phone: 512.682.9545
pr@solarwinds.com

IT Customers Weather “Summer of Hackers” Protected by ManageEngine Password Manager Pro

  • Password Manager Pro secures physical, virtual, cloud assets for 2,000+ customers
  • Password Manager Pro now manages privileged passwords for VMware vSphere®
  • Download fully functional, free 30-day evaluation edition at http://ow.ly/9xwpb
VMworld US 2012
 
PLEASANTON, Calif.--()--ManageEngine, the real-time IT management company, today announced that its enterprise password management software, Password Manager Pro, is securely storing and managing passwords for more than 2,000 customers and improving the overall security and security-related productivity as well as protecting privileged identities.

“Passwords are the keys to the kingdom, and it’s our job to secure it against all threats, including criminal hacks”
Out-of-the-box support for managing privileged passwords of VMware vSphere® now helps organizations rapidly deploy an enterprise-grade password management solution and take control of their data center security. ManageEngine will be demonstrating Password Manager Pro and its IT management suite in booth 2340 at VMworld® 2012 in San Francisco from August 26-30.

Multiple, high-profile security breaches have turned the past few months into the “Summer of Hackers,” exposing privileged information in millions of user accounts. Weak passwords and password management contribute to the problem by making it easier for hackers to access password-protected assets. In response, more companies are turning to password management software, automating extreme security without imposing extreme hardship on users who would otherwise have to memorize or manually manage their passwords.

“Passwords are the keys to the kingdom, and it’s our job to secure it against all threats, including criminal hacks,” says Rajesh Ganesan, director of product management at ManageEngine. “The best passwords are dynamic and hard to remember. But they’re also impossible for IT team members to work with, which can slow down service delivery to end users. Password Manager Pro delivers an automated solution for both permanent and temporary use and makes it easy for IT to implement industrial strength passwords.”

According to the director of R&D at a major ManageEngine Password Manager Pro customer site, “The IT environment at our R&D facility includes hundreds of physical devices, virtual machines and virtual applications — each with its own 16-digit password. Our immediate requirement was to consolidate and secure all the administrative passwords in a centralized vault and establish access controls. Tracking ‘who’ has access and determining ‘when’ passwords are accessed were equally important to ensure accountability for access and actions. We set it up and deployed in our production environment in just two hours.”

Password Manager Pro in VM Environments
 
At many customer sites, physical devices and VMs are accessed and controlled by administrative accounts that grant unlimited privilege. However, most find the manual approach to storing, accessing and managing administrative passwords not only cumbersome and time-consuming, but also highly insecure. Though automation using a software solution is compelling for this problem, ease-of-use is critical for user adoption as adding intrusive controls to system access could adversely affect overall productivity.

Password Manager Pro brings an end to the convoluted manual password management practices. All the passwords of a company’s devices — including VMs, applications, storage devices, and service processes at the management stack level — are maintained in Password Manager Pro. Whenever passwords are required, administrators simply log in to Password Manager Pro to get secure access to the required passwords through a simple, intuitive web-interface.

For more information on Password Manager Pro, visit http://www.manageengine.com/passwordmanagerpro/. For more information on ManageEngine, please visit http://www.manageengine.com; follow the company blog at http://blogs.manageengine.com, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.

About ManageEngine Password Manager Pro
 
Password Manager Pro is a secure vault for storing and managing shared sensitive information such as passwords, documents and digital identities of enterprises. The benefits of deploying Password Manager Pro include eliminating password fatigue and security lapses by deploying a secure, centralized vault for password storage and access; improving IT productivity many times by automating frequent password changes required in critical systems; providing preventive and detective security controls through approval workflows and real-time alerts on password access; and meeting security audits and regulatory compliance such as SOX, HIPAA and PCI. For more information on Password Manager Pro, visit http://www.manageengine.com/passwordmanagerpro/.

About ManageEngine
 
ManageEngine delivers the real-time IT management tools that empower an IT team to meet an organization’s need for real-time services and support. Worldwide, more than 60,000 established and emerging enterprises — including more than 60 percent of the Fortune 500 — rely on ManageEngine products to ensure the optimal performance of their critical IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corp. with offices worldwide, including the United States, United Kingdom, India, Japan and China. For more information, please visit http://www.manageengine.com/; follow the company blog at http://blogs.manageengine.com/, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.

VMware, vSphere and VMworld are registered trademarks and/or trademarks of VMware, Inc. in the United States and/or other jurisdictions. ManageEngine is a trademark of Zoho Corp. All other brand names and product names are trademarks or registered trademarks of their respective companies.

Tags: ManageEngine, real-time IT, Zoho, Password Manager Pro, VMware, VMworld, vSphere, VM, virtualization, password management, Summer of Hackers, network monitoring, integrated IT management, cloud monitoring, cloud, IT management, business service management, application performance monitoring, user experience monitoring, network management, server management

Contacts

TECHMarket Communications
Dottie O’Rourke, 650-344-1260
ManageEngine@TECHMarket.com

Quest Launches Toad Business Intelligence Tools

Quest Software is entering the business intelligence (BI) tools fray with new software that the company has named Toad Business Intelligence Suite.

According to Quest, the software, which follows in the tradition of the company's Toad database developer tools, eliminates many of the complexities involved in linking business intelligence platforms with distributed Big Data sources and automates multi-step data flow processes. The aim is to help organizations unlock BI's potential by allowing them to embark on self-service data integration projects.


Read more @  http://www.enterpriseappstoday.com/business-intelligence/quest-launches-toad-business-intelligence-tools.html

Thursday, 23 August 2012

Gartner Magic Quadrant for IT Service Support Management Tools

IT service desk tools themselves are no longer sufficient for maintaining business productivity. IT organizations selecting these tools should use this Magic Quadrant to evaluate vendors regarding technical requirements and ongoing infrastructure and operations maturity improvement efforts.

Market Definition/Description

IT service support management (ITSSM) tools offer a tighter integration of functions that correlates with the activities of the broader IT support organization. ITSSM tools leverage a business view of IT services, enabling the IT support organization to quickly resolve or escalate issues and problems, improve root cause isolation, and provide higher levels of business user satisfaction. Using this business view, IT support organizations manage incidents, problems and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also enable organizations to automate the workflow of process frameworks (such as ITIL) specific to IT service support (such as incident, problem, change, release governance and request management). ITSSM tools provide modules that enable business end users to find knowledge to support/resolve their computing-related issues or to request an IT service via an IT self-service module.

Read more @ http://www.gartner.com/technology/reprints.do?id=1-1BS56X7&ct=120821&st=sb#

Tuesday, 21 August 2012

ManageEngine ServiceDesk Plus Launches Project Management Beta

New ServiceDesk Plus features: project milestones and tasks integration, task planning management, effort estimation, Gantt view, and cost calculations
--Meet ManageEngine at LEADit 2012 in booth #S5 

ManageEngine, the real-time IT management company, today announced the beta version of its Project Management module for the company's ITIL-ready help desk software, ServiceDesk Plus. Available immediately, the Project Management beta module is designed for different teams and experts to collaborate in managing help desk projects of any size. With the ability to split a project into different milestones -- and milestones into numerous tasks -- ITSM team members can manage and track tasks from start to finish. 

ManageEngine made today's announcement at LEADit 2012, the 15th Annual National Conference of itSMF Australia, running August 20-22 at the Gold Coast Convention Centre in Queensland. A silver sponsor of the show, ManageEngine will be demonstrating ServiceDesk Plus and the Project Management beta module in booth number S5. 

ManageEngine ServiceDesk Plus Launches Project Management Beta

ManageEngine ServiceDesk Plus Launches Project Management Beta - on ITbriefing.net
ManageEngine, the real-time IT management company, today announced the beta version of its Project Management module for the company’s ITIL-ready help desk software, ServiceDesk Plus. Available immediately, the Project Management beta module is designed for different teams and experts to collaborate in managing help desk projects of any size. With the ability to split a project into different milestones — and milestones into numerous tasks — ITSM team members can manage and track tasks from start to finish.
 
ManageEngine made today’s announcement at LEADit 2012, the 15th Annual National Conference of itSMF Australia, running August 20-22 at the Gold Coast Convention Centre in Queensland. A silver sponsor of the show, ManageEngine will be demonstrating ServiceDesk Plus and the Project Management beta module in booth number S5.
 
Making Large Projects in IT Departments Manageable
 
IT companies today face significant challenges in supporting operational processes and service management as individual, isolated activities. As an IT department scales up, it needs an integrated tool to manage large projects and implementations. Otherwise, individual projects may become silos of activity that inadvertently change configuration items and adversely impact related, critical applications or services.
 
“The need of the hour is the convergence of service desk and project management for large projects in IT organizations,” said Uma Shankar, director of product management at ManageEngine. “The Project Management module in ServiceDesk Plus breaks down the project and service silos. Now, ServiceDesk Plus provides IT organizations with an integrated solution that gives them provisioning access to resources, which fosters the frictionless delivery of IT services.”
 
The Project Management module in ServiceDesk Plus serves as the implementation tool to carry out IT changes identified in the application’s Change Management module. The Project Management module helps administrators and project managers create milestones and tasks on new projects and assign resources based on the requirements and availability.
 
The Project Management module can perform feasibility checks by cost estimation and resource management. In addition, the module tracks all the changes made and tasks completed through the help of a Gantt chart and Calendar View, and it documents the projects implemented in IT.
The advantages of service desk and project management fusion are highlighted in the recent webinar, “The Convergence of the Service Desk and the Project Management Office.” Featuring Charles Betz, research director of IT Portfolio Management at Enterprise Management Associates, and hosted by ManageEngine, the webinar shares insights, use cases and best practices for combining these two functions. A replay of the webinar is available at http://ow.ly/d2Gmg.
 
Pricing and Availability
 
The beta version of the ServiceDesk Plus Project Management module is available immediately, free of charge, for customers of ServiceDesk Plus Enterprise Edition. The production version of the Project Management module will be generally available later this year and will also be free for ServiceDesk Plus Enterprise Edition customers.
 
For more information on ManageEngine ServiceDesk Plus, please visit www.manageengine.com/servicedeskplus. For more information on ManageEngine, please visit http://www.manageengine.com; follow the company blog at http://blogs.manageengine.com, on Facebook at http://www.facebook.com/ManageEngine and on Twitter at @ManageEngine.
 
Related ManageEngine Resources
  • Webinar replay, “The Convergence of the Service Desk and the Project Management Office”: http://ow.ly/d2Gmg
Related ManageEngine News

Article source – Business Wire, all right reserved. Copyright 2012
Trademarks, logos, pictures and other items may be copyright of firms mentioned in this article.

Monday, 20 August 2012

Kaseya honours leaders in the MSP sector

For the first time since its inception of a locally-based office, Kaseya has recognised its leading partners in the MSP sector. Kaseya, at a recent dinner celebrating its leading South African managed services providers (MSPs), revealed that in the 48 months since the inception of its local office, it had grown its number of MSPs from two to 130 – managing in excess of 119 000 end-points. 


Mark Sutherland, president and co-founder of Kaseya, was in the country to attend the event and deliver the keynote address at Kaseya Evolution, the company’s annual end-user conference.


“The software space is one with unlimited growth potential. Additionally the pace of change is doing nothing if not accelerating.” As a result, MSPs need tools which will assist them in managing exponential growth, whilst making IT completely seamless.


The awards were broken into three categories: MSPs servicing 500 end-points or less; those servicing between 500 and 2 500 end-points; and providers managing in excess of 2 500 end-points.


Read more @ http://www.it-online.co.za/2012/08/20/kaseya-honours-leaders-in-the-msp-sector/

SolarWinds Launches PatchZone.org to Help IT Pros Patch Microsoft and Third Party Applications

AUSTIN, TX--(Marketwire - Aug 8, 2012) - SolarWinds® Inc. (NYSE: SWI), a leading provider of powerful and affordable IT management software, today introduced PatchZone.org, a new resource for IT pros within its thwack® online community to gain and share information on the latest Microsoft® and third party updates, as well as valuable content to help improve their job performance and knowledge.



PatchZone serves as a comprehensive collection of information focused on Patch Management and serves as a destination for IT pros to come together with their peers and industry experts to share answers surrounding which applications are most vulnerable, which updates they need to apply and when, how to implement Patch Management on a tight budget, why patching third party applications is so important, lessons learned, and more.


Read more @ http://www.marketwire.com/press-release/solarwinds-launches-patchzoneorg-help-it-pros-patch-microsoft-third-party-applications-nyse-swi-1688476.htm

Zendesk Improves Helpdesk API

Since its founding in 2007, Zendesk’s helpdesk system has improved customer service departments and helpdesks around the world with their Zendesk API. Over 20,000 companies (from Sears to Groupon) “trust [Zendesk] with their customers.” Currently, over 20% of tickets generated through Zendesk are come through the Zendesk API.


Accordingly, the API is essential to Zendesk’s success and Zendesk constantly seeks feedback to improve its product. Zendesk APIv2, now in beta, includes plenty of enhancements as a direct result of customer feedback. The new features include more endpoints for more visibility, better documentation to ease development/integration, and standardization on JSON.

Fantastic Support Services and Detailed IT Help-desk Software program – Incompatible?

There can be a specific type of Help Desk Specialized that is convinced customer satisfaction is adversely afflicted with IT help-desk software program.

The reasoning is that individuals with a problem are searching for guidance as quickly as possible – searching for an solution to the issue that may be avoiding them from doing their task – and necessarily realise why they can’t have your call answered ‘right now’.


An IT Help Desk Specialized will entirely come to an agreement using this type of – they get wonderful satisfaction in dispensing methods that easily handles a problem for your user and transmits them on their way.

Read more @ http://theplanbprofits.org/fantastic-support-services-and-detailed-it-help-desk-software-program-incompatible/

Thursday, 16 August 2012

Desk.com’s iPhone App!

Read all about our great mobile app! Now it’s easy to stay in touch with your customers on the go: Desk.com Mobile is now available for download for your iPhone in the App Store!
You may already be using Desk.com Mobile on your smartphone; using it on your iPhone just got faster and better, including a crowd favorite—push notifications!

5 Ways Leaders Bust Confidence

Leaders work hard to build confidence in their teams.
They know that building confident teams and people is vital to success.
Confident team members are more creative, communicate more effectively,
and take more risks.
Plus, it’s easier to delegate to a confident person.

Sometimes the very actions leaders take to create confidence, can backfire.  How does what was meant to be a confidence-builder become a confidence buster?  It’s a matter of depth.
Here are a few ways well-intentioned leaders destroy confidence (from the follower’s point of view):

Read more @ http://letsgrowleaders.com/2012/08/16/5-ways-leaders-bust-confidence/

Tuesday, 14 August 2012

Quest Software Debuts Foglight for Windows Azure Applications

New Solution Brings Industry-leading Foglight Application Performance Monitoring Capabilities to the Cloud
            Press Release: Quest Software, Inc
ALISO VIEJO, Calif.–(BUSINESS WIRE)–

Quest Software, Inc. (QSFT)

Building on its 20-year heritage as an industry leader in application performance monitoring, Quest Software today introduced Foglight® for Windows Azure Applications, an application performance monitoring (APM) solution available via software-as-a-service (SaaS). Available immediately as a beta, the newest addition to the industry-leading Foglight APM portfolio enables IT administrators to monitor performance and understand what end users are experiencing with Windows Azure-based applications.

Tweet This: New @Quest @foglight for @WindowsAzure Apps brings #Foglight to the cloud. http://bit.ly/O8WrRK

News Facts:

  • Enterprises recognize that end users have high expectations from applications. The success or failure of an application often is determined by the end user’s experience with that application; however, IT administrators sometimes struggle to understand the end user experience, particularly within cloud-based applications.
  • Foglight for Windows Azure Applications enables enterprises to leverage cloud-based performance monitoring technology for applications built on the Windows Azure platform, and allows IT administrators to gain critical insight as to how end users interact with these applications.
  • Foglight for Windows Azure Applications gives application owners and operators confidence that their users are getting the service expected, and the applications and infrastructure are performing optimally. Specifically, the product provides:
    • Insight at a glance into the current and historical availability, as well as the health of the application and its supporting infrastructure
    • The ability to drill down into problems to understand both their impact and probable cause
    • Insight into the quality of service experienced by the application’s users, combined with an at-a-glance view of response time, showing normal behavior and drawing attention to anomalies
    • A geographical view of performance and user location, drawing attention to problems affecting particular geographies rather than all users
    • A true understanding of performance issues related to browser types, mobile device and other user agents, identifying compatibility issues and showing how users access the application
    • Alarms that are reserved for truly important matters. In addition to appearing in the product, these can be forwarded to email clients so that IT staff are notified when critical issues arise, enabling them to take action when needed
Quest’s Foglight Products Continue to Simplify APM:

  • For more than 20 years, Quest Software’s industry-leading Foglight application performance monitoring solution has provided unparalleled monitoring capabilities for enterprises worldwide.
  • Quest’s longstanding leadership in the performance monitoring of Windows applications and deep-dive monitoring of multivendor databases is ideally suited for helping large enterprises maximize operational efficiencies while reducing the cost, complexity and administrative overhead of managing application performance.
  • Unique user experience management capabilities, real-time session capture, replay and analysis offer a 360-degree view from business, IT and end user perspectives to expedite the resolution of performance problems and improve transaction conversion rates.
Supporting Quotes:

Steve Rosenberg, vice president and general manager – Performance Monitoring, Quest Software

“We have entered a new era with cloud platforms like Windows Azure. IT organizations now have the ability for extremely rapid and cost-effective application delivery. Our enterprise customers tell us that to capitalize upon this, they must have independent performance monitoring that provides insight into what end users experience with these applications. With the introduction of Foglight for Windows Azure Applications, we now offer performance monitoring solutions that enable enterprise IT departments to have a true picture of the end user’s actual experience with Windows Azure-based applications, quickly and proactively pinpoint performance issues, and resolve those issues before they impact the business.”

Bill Hamilton, Director, Windows Azure Product Marketing, Microsoft Corp.

“Windows Azure is the platform of choice for developers who want to quickly and easily build and run highly scalable applications. We are pleased to have worked with Quest in the development of Foglight for Windows Azure Applications and to know that Windows Azure customers have access to Quest’s established application performance monitoring solution.”

Supporting Resources:

About Quest:

Established in 1987, Quest Software (QSFT) provides simple and innovative IT management solutions that enable more than 100,000 global customers to save time and money across physical and virtual environments. Quest products solve complex IT challenges ranging from database management, data protection, identity and access management, monitoring, user workspace management to Windows management.

RSS Feeds:


Technorati Tags:
Quest Software
Quest, Quest Software, Foglight and the Quest logo are trademarks or registered trademarks of Quest Software in the United States and certain other countries. All other names mentioned herein may be trademarks of their respective owners.
http://www.quest.com/news-release/quest-software-debuts-foglight-for-windows-azure-applications-082012-818102.aspx

Contact:

Quest Software, Inc.
Kelly O’Dwyer-Manuel
613.270.1533
kelly.odwyer-manuel@quest.com

Quest Software Debuts Foglight for Windows Azure Applications

Building on its 20-year heritage as an industry leader in application performance monitoring, Quest Software today introduced Foglight® for Windows Azure Applications, an application performance monitoring (APM) solution available via software-as-a-service (SaaS). Available immediately as a beta, the newest addition to the industry-leading Foglight APM portfolio enables IT administrators to monitor performance and understand what end users are experiencing with Windows Azure-based applications.

Read more @ http://www.ithelpdesksoftware.com/blogs/quest-software-debuts-foglight-windows-azure-applications.html

Monday, 13 August 2012

Five ways that social media can benefit IT

I talk to a lot of IT pros that still believe that social media is all about people taking pictures of their food.  Although there is still some of that going around, the reality is that social media, when used appropriately, can have positive benefits for all facets of IT.  In this article, I’ll talk about five ways that social media can be a positive force.


This article focuses on IT as a consumer of social media services, not as a driver in the organization.  Frankly, I’m pretty much focused on Twitter here, too.  For me, Twitter has become an invaluable tool.

Read more @ http://m.techrepublic.com/blog/tech-manager/five-ways-that-social-media-can-benefit-it/7930

Thursday, 2 August 2012

The Spiceworks Barometer Report

An infographic that was created to showcase the trends in Cloud Services among SMB IT Pros.


Spiceworks 6 Helps IT Professionals Share What They Know and Discover What They Don't

AUSTIN, TX--(Marketwire - Jul 23, 2012) - Spiceworks™, Inc. today released the latest version of its free social network and IT management software for small and mid-sized businesses (SMBs). Spiceworks 6 introduces innovative new features, including automated cloud services discovery, an optional remote device agent, and a new social IT knowledge base. The new version will help more than 2 million Spiceworks users better collaborate and simplify everything IT.


"The Spiceworks social knowledge base includes community-driven, 'how to' information that's invaluable for a company with a small IT staff like mine," said Elgin Reigner, senior analyst at AR Logix. "The ability to search, share, edit and tag information makes it easier to develop our own knowledge base from scratch. I can create custom articles that apply to my environment and set privacy controls to keep information private or share with my team."

Spiceworks 6 is designed to help IT professionals discover what's happening in their environment and share their collective knowledge in a more social way. Additional features include:

Read more  @ http://www.marketwire.com/press-release/spiceworks-6-helps-it-professionals-share-what-they-know-and-discover-what-they-dont-1682559.htm

SolarWinds Transforms Network Management Market With Unexpected Simplicity

AUSTIN, TX — (Marketwire) — 08/01/12 — SolarWinds® Inc. (NYSE: SWI), a leading provider of powerful and affordable IT management software, today reinforced its commitment to redefining the network management market by releasing new versions of three powerful, affordable and easy-to-use products that address the evolving, complex needs of IT professionals.


 
Networks, an IT Pro’s Foundation 
 
Once relatively simple to troubleshoot, the network has evolved from a static, physical, manually configured infrastructure to one that is dynamic, virtual and automated. This evolution has shifted the way IT pros tackle their environments, and the need for affordable and easy-to-use network management software has never been greater.

Read more @ http://www.nearshorejournal.com/2012/08/solarwinds-transforms-network-management-market-with-unexpected-simplicity/

Freshdesk Sweetens its Customer Support With SugarCRM and Salesforce Integrations

Walnut, CA (PRWEB) August 01, 2012
Today Freshdesk, the growing online help desk software, announces two more ways for brands to engage with their customers, using tools and platforms they already are familiar with. Freshdesk is integrating with Salesforce and SugarCRM, giving sales and support teams the ability to seamlessly collaborate, manage and interact with all of their customers.


When a customer submits a support query, support agents are able to see which sales person closed the deal and who is currently working with them, giving support teams more information to prioritize issues and determine the amount of attention needed for each request. Furthermore, sales managers can see if their customers are already in the process of receiving customer support, or have support questions before picking up the phone to follow up on a lead.