Read more @http://www.pluggd.in/supportbee-features-297/
Thursday, 12 July 2012
Read more @http://www.pluggd.in/supportbee-features-297/
Tuesday, 10 July 2012
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/
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 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/
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/
Sunday, 8 July 2012
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:
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:
Thursday, 5 July 2012
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
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, 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
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
Sunday, 24 June 2012
Just sharing a website for you, where you can submit your help desk software or write a review for any help desk software in the market.
You can list your help desk software for free @ ITHelpDeskSoftware.com. They will do a free listing for your help desk software.
You can submit the help desk software in two ways -> Just download the document in their website and send to them or fill the form provided by them.
Just check out here. Submit Your Help Desk Software
You can list your help desk software for free @ ITHelpDeskSoftware.com. They will do a free listing for your help desk software.
You can submit the help desk software in two ways -> Just download the document in their website and send to them or fill the form provided by them.
Just check out here. Submit Your Help Desk Software
Subscribe to:
Posts (Atom)
