ITSM Meetup - New York

"This Meetup is all about sharing your experience and gaining some knowledge on IT service Management from real time IT managers & directors. We also invited one of the top IT director to share his experience in setting up a successful ITIL/ITSM environment with the right process & people. It's a great opportunity to learn from the best, network with other members of this community, and improve your IT skill set."

Join now!

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ServiceDesk Plus Tips and Tricks on Change Management - Best Practices Webinar

ServiceDesk Plus Tips and Tricks on Change Management -  Best Practices Webinar

Presenter: Arvind Parthiban,Technical Advisor & Marketing Manager for ManageEngine ITSM Products
Date:   Tuesday, October 1st, 2013
Time:   11:00 AM PST | 2:00 PM EDT | 11:30 PM IST
Duration:   45 Minutes

Register Now

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Gartner Magic Quadrant 2013 for ITSSM Tools

Gartner Magic Quadrant 2013 for IT Service Support Management Tools

IT service support management tools go beyond traditional service desk ticketing and reporting functions to address release governance and provide visibility into the production environment. I&O organizations aspiring to mature can use this research to evaluate products to support their efforts.

 Market Definition / Description 

IT service support management (ITSSM) tools extend the capabilities of IT service desk tools by providing modules that automate configuration and release governance processes, and provide a business view of IT services. These capabilities enable the IT support organization to manage incidents, problems, changes and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also provide capabilities that enable business end users to gain knowledge to support and resolve their computing-related issues or to request an IT service.

Read Report now ->  http://bit.ly/14YCHpj

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ITIL Simplified with ServiceDesk Plus - A Walk-through with Real-Time Scenario

We have with us, Bob an “ITIL Hero” who managed to simplify the ITIL Implementation using ServiceDesk Plus.

This is a Real-time scenario that can happen to anyone. Imagine your payroll system going down by the end of the month. The Payroll team is under immense pressure to complete their work. For the IT team this is a High Priority, High Risk scenario. How do you handle it?

Come! Let’s see how Bob, an “ITIL Hero” who simplify the ITIL Implementation using ServiceDesk Plus handles this scenario.

It was just a regular day at work and Bob was going through the helpdesk tickets in ServiceDesk Plus when he found some incidents like

“The payroll software frees randomly and I am not able to work continuously”
“BSOD Error when accessing certain tabs in the payroll software”
“Payroll software taking more time to save changes”
“Performance issues with the Payroll Software”

By taking a look at these incidents, Bob was able to understand that something was wrong with the Payroll system and he needs to act fast. Instead of getting multiple technicians to work on these issues, he quickly created a new problem in ServiceDesk Plus and attached all the related incidents to this problem.

With Problem Management in ServiceDesk Plus, he did a detailed analysis on the Impact, Root Cause and the Symptoms of the problem. The root cause analysis helped him deduce that the payroll software was in an older version and he had to upgrade the software to get it resolved.

Since it is the end of the month, the payroll team was using the software quite extensively. Hence Bob had to find a workaround to get the application working ASAP. He researched for possible workarounds and found that restarting the services made the application to run without issues for a few hours. He created tasks to restart services every day. However it was evident that to resolve this problem the upgrade of the payroll system was necessary. Since this upgrade involved risks, Bob created a CR to handle this change.

The Change Management module helped Bob plan the change properly and also provided him with an option to go for multi-level approvals. Also the CMDB relationship map helped him to make sure there weren’t any other services or users impacted by this change. He then added the CAB members associated with this change and requested for their recommendations. Based on the recommendations from the CAB members, the Change Manager approved the change and Bob was able to implement, review and close the change successfully. The change carried out resolved the problem. The Solutions and Workarounds updated in the Problem was automatically added to the Knowledge base for future reference. Using the effective automations in ServiceDesk Plus, Bob was able to notify the requesters and technicians of the associated Incidents and eventually close them.

By the end of the day, Bob was able to easily answer his boss, since each and every process was completely documented using ServiceDesk Plus and also the reporting options in ServiceDesk Plus allowed him to generate and email detailed reports in a jiffy.

Bob made ITIL Simplified using ServiceDesk Plus. Now, it’s your turn!

ServiceDesk Plus Official Website : www.servicedeskplus.com

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Different Kinds of Help Desk Callers - Infographic

Here is an interesting infographic from ManageEngine ServiceDesk Plus.


Image originally posted on Help Desk Infographics, ManageEngine ServiceDesk Plus

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Parature Unveils Social Customer Service Suite

Parature, a provider of cloud-based customer service software, announced today the general availability of its Social Customer Service Suite as part of its multichannel customer service offering.

The product suite includes Parature Social Monitor, a monitoring and response solution designed specifically for customer service teams, and the Parature Facebook Portal, which integrates a 24/7 customer support portal, including self-service knowledgebase, help desk ticketing, and live chat, as part of a brand's Facebook presence. Both solutions can be used independently or together to provide advanced social customer engagement, as well as an integrated part of the overall Parature Customer Service solution.

Read more @ http://www.destinationcrm.com/Articles/CRM-News/Daily-News/Parature-Unveils-Social-Customer-Service-Suite-90477.aspx

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IT Asset Management Solutions Acquires Liken's SAM Business

Liken enhances ITAMS' IT Asset and Software Licence Management services portfolio

IT Asset Management Solutions (ITAMS), one of the UK's longest established, vendor independent, consulting and technology companies specialising in IT Asset and Software Licence Management (SLM), today announced its acquisition of Liken's Software Asset Management (SAM) and IT Asset Management (ITAM) business. Liken will remain as a legal entity, but will focus exclusively on other, non-ITAM/SAM, aspects of its business, going forward under the directorship of James Rowlands.

Read more @ http://finance.yahoo.com/news/asset-management-solutions-acquires-likens-070000658.html

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Standalone RMM Managed Services Software Is Dead

Standalone RMM (remote monitoring and management) software is dead. Skeptical? Kaseya, Level Platforms and N-able Technologies have each been acquired in recent weeks as part as an accelerating trend toward platform diversification. MSP software suites are proliferating. Radical change won't end there. For MSPs and their software providers, the glory days of managing Windows-based PCs and servers are over. The cloud and mobility now dominate small, midsize and large enterprise IT spending plans. It's time for MSPs to respond -- fast.

Skepical? Take a look at all the recent moves:
Read more @ http://mspmentor.net/acquisitions/standalone-rmm-managed-services-software-dead

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Alloy Software Launches Mobile Portal for Alloy Navigator Enterprise

Alloy Software, Inc., a leading provider of service management and asset management solutions, today announced the launch of the Alloy Navigator Enterprise Mobile Portal. Available for free to existing Alloy Navigator Enterprise 6 customers with active coverage, the new Mobile Portal is compatible with a wide variety of smartphones and tablets. It gives remote IT personnel and field service technicians full access to the service desk, allowing them to open, update and track service requests and perform other tasks. Mobile Portal supports Apple iPhone, iPad and a wide range of Android and BlackBerry devices.
Read more @ http://www.alloy-software.com/news/pr_article.html?id=1207

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Kaseya Acquired by Insight Venture Partners

Global private equity and venture capital firm, Insight Venture Partners, has bought a significant stake in IT systems management software company, Kaseya, for an undisclosed sum.

Insight Venture Partners managing director, Mike Triplett, said in a statement, “Kaseya is the market leader in IT management solutions for MSPs and mid-market enterprises. We intend to expand on that leadership position and bring significant value to Kaseya, its customers and its employees.”

Kaseya CEO, Gerald Blackie, as well as founders Mark Sutherland and Paul Wong, will leave the company.

Blackie will be replaced by former FatWire Software president and CEO, Yogesh Gupta. 

Read more @ http://www.arnnet.com.au/article/465894/updated_insight_venture_partners_buys_big_chunk_kaseya/

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EarthLink to Acquire CenterBeam for Managed IT Services

EarthLink agreed to acquire CenterBeam, a privately held information technology managed service provider with a 13-year track record of delivering cloud computing and hosted IT services, for $22 million.

CenterBeam, which is headquartered in Sunnyvale, California, provides remote managed IT services primarily to multi-location mid-sized businesses.  CenterBeam operates a 140-person IT Support Center providing help desk, desktop technical support and application support services.

EarthLink said the acquisition will further accelerate its strategic transformation into an IT services provider at the forefront of cloud virtualization and provide a broader range of compelling IT products and services to middle-market customers.

Read more @ http://www.convergedigest.com/2013/06/earthlink-to-acquire-centerbeam-for.html

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ManageEngine Offers New ServiceDesk Plus Pricing to Step Up ITIL Adoption

Those interested in getting in on ManageEngine's (News - Alert) ServiceDesk Plus system have a whole new option, as ManageEngine announced a new pricing structure that should make ServiceDesk Plus more attractive to both small- and medium-sized businesses (SMBs) as well as full enterprise-level users alike.

ServiceDesk Plus is a help desk software package that takes advantage of the Information Technology Infrastructure Library (ITIL) system to improve IT service management by bringing it more in line with what businesses need. Focusing on five key disciplines, ITIL offers a set of dogmas—procedures, tasks, checklists and the like—that aren't specific to one organization, but can be used across a wider body of industries to ensure that what's going on in the IT services proves useful. This allows IT organizations to not only provide better services that deal with what's needed, but also removes some of the static by getting things that only work in certain cases out of the toolbox. This helps lower costs and improve the overall level of service.

Read more @ http://network-management.tmcnet.com/topics/network-management/articles/340829-manageengine-offers-new-servicedesk-plus-pricing-step-up.htm

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Kaseya to Sponsor Gartner IT Infrastrure & Operations Management Summit

Kaseya, the only vendor to provide a complete IT service management on-premises and cloud solution, today announced its silver sponsorship of the upcoming Gartner IT Infrastructure & Operations Management Summit (IOM). Kaseya will also be demonstrating its award-winning family of IT service management technology at booth #623.

Kaseya at Gartner IOM Details When: June 18 - 20, 2013 Where: Gaylord Palms Resort and Convention Center, 6000 West Osceola Parkway, Kissimmee, Florida Booth: #623 For more information and registration, go to: http://www.gartner.com/technology/summits/na/it-operations/register.jsp 

Read more @ http://www.marketwatch.com/story/kaseya-to-sponsor-gartner-it-infrastrure-operations-management-summit-2013-06-12

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HEAT Cloud 2013.1 is Now Available

HEAT is the most advanced Service Management solution designed to support on-premise, cloud, and hybrid deployments from a single, unified platform.

HEAT Cloud 2013.1 delivers a host of new capabilities, including

• New User Interface: provides new streamlined and context based user interface for improved analyst efficiency.
• Social Groups: provides the ability to post messages directly to specified service teams, social groups and/or user profiles.

Know more @ http://www.frontrange.com/heat-cloud-20131-release

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Wave and Partners Launch Startup Tool Kit Featuring MailChimp, Zendesk, and More

A handful of North America's premier online tools for small businesses are banding together and today announced the launch of Get Startup Tools.

Toronto's Wave along with Box, MailChimp, Zendesk, Uberflip and General Assembly have created a tool kit at GetStartupTools.com that is "the best place to find substantial savings from premium apps focused on helping early-stage companies."

Providing start-up solutions from payroll, accounting and digital marketing to customer support, web development, email newsletters, online content sharing, education and more, the initiative brings entrepreneurs great deals on tools they need to run their business.

Read more @ http://www.techvibes.com/blog/get-startup-tools-2013-06-12

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SolarWinds cuts price of PC event manager

SolarWinds has lowered the price of its event management software to encourage organizations to adopt it over other solutions for PCs.

The company said Wednesday it has changed the pricing structure of its Log & Event Manager (LEM) software to differentiate its offering for desktops and laptops from other devices.

The PC pricing for the desktop agent is now called the Work Station Edition, to separate from the version of LEM that goes on a server.

Read more: http://www.itworldcanada.com/news/solarwinds-cuts-price-of-pc-event-manager/147221#ixzz2W4Ls6nWl
or visit http://www.itworldcanada.com for more Canadian IT News

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Restaurant Brands Ltd. Selects SysAid to Serve Up Its IT Service Management Operations

SysAid Technologies Ltd. (www.sysaid.com), a leading global provider of IT Service Management (ITSM) software solutions, announced today that Restaurant Brands Limited, a corporate franchisee managing the New Zealand branches of KFC, Pizza Hut, Starbucks Coffee and Carl's Jr., has selected SysAid 9.0, a fully-integrated ITSM solution, to manage its internal IT operations.

Restaurant Brands' IT department will deploy SysAid's help desk software to assist with daily IT operations both in-office and through mobile applications for more than 200 stores serving 60,000 customers daily.

Read more @ http://www.cfoworld.com.au/mediareleases/16102/restaurant-brands-ltd-selects-sysaid-to-serve-up/

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FrontRange Announces Major Upgrade to HEAT Client Management with HEAT Discovery 9.3

FrontRange, the premium provider of Hybrid IT Service Management solutions, announced today a significant upgrade to its HEAT® Discovery solution. Enhancements in this new release include a new Advanced Search capability and customizable alerting. HEAT Discovery 9.3 is now generally available.

HEAT Discovery 9.3 introduces Advanced Search capability in the Web Control Center allowing end-users to generate their own custom searches with multiple criteria and across specified organizational units. The new alerting of 9.3 can be granularly configured allowing the Admin to determine what exact discovered data changes trigger alerts and emails by the Discovery System. Additionally, HEAT Discovery 9.3 introduces organizational unit specific client audit settings giving customers more flexibility for site and client type specific audits. 

Read more at http://finance.yahoo.com/news/frontrange-announces-major-upgrade-heat-141600983.html

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BMI Healthcare cuts IT management costs by 70 percent

Independent healthcare provider BMI Healthcare says it has made a 70 percent saving in annual IT infrastructure management costs through a new IT management platform.
BMI Healthcare also says it has seen improved IT security, has automated its patch management and has increased visibility across its entire IT environment as a result of deploying the Desktop Central platform from ManageEngine.
BMI operates 69 hospitals and healthcare facilities throughout the UK and employs 6,000 consultants among 10,000 staff, who service over 1.25 million patient visits a year.

Read more at http://www.computerworlduk.com/news/applications/3438700/bmi-healthcare-cuts-it-management-costs-by-70-percent/

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SupportBee, a help desk software aimed at startups and small companies, encourages an all-hands approach : SGE

SupportBee, a help desk software aimed at startups and small companies, encourages an all-hands approach January 8, 2013 by Terence LEE SupportBee is a help desk software designed for simplicity and collaboration. It is often said that startups should adopt an all-hands-on-deck approach to customer support. That is, while customer service is traditionally the domain of a dedicated team, startups are encouraged to get the entire staff involved, and that includes the founders. The reason is simple: Startups at the discovery stage are still evaluating their hypotheses and figuring out their product. So, customer support doubles up as market research, which is why even product and marketing people, right up to the CEO, should be addressing customers’ problems themselves .

Full article: http://sgentrepreneurs.com/2013/01/08/supportbee-a-help-desk-software-aimed-at-startups-and-small-enterprises-wants-to-encourage-an-all-hands-approach/

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Free ITIL Calendar from ManageEngine ServiceDesk Plus

Here is an interesting funny comical calendar from ManageEngine ServiceDesk Plus. I have registered for my copy already. Register now! bitly.com/T5aSKu

From ManageEngine ServiceDesk Plus,

"We all use calendars. It could be Desk Calendars, Desktop Calendars, Wall Calendars, Magnetic Stick Calendars or even Mobile Calendars. We buy or set Calendar themes depending on our mood and interests. But how often have you come across a calendar which is based on ITIL? Here’s a not-so-serious Desk Calendar based on ITIL, which we hope brings a smile on your face. We can’t wait for you to start using the calendar, which is why we’ll ship it to you for free.All you need to do is send us your shipping details, and we’ll get the elves working. Go ahead, Check it out! And send us your feedback."

Check the link below to get the ITIL calendar for free now !

http://www.manageengine.com/products/service-desk/free-itil-calendar.html

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