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Support Provision & the Changing Landscape of the Service Desk

Service desk teams provide support and service to company employees, helping them to make the most of the IT assets that the company provides. At least, that was always the role that IT Service Management teams saw themselves providing. The overall goal may not have altered, but how this is fulfilled has been changing. The traditional methods that service desk teams use to demonstrate their value don’t... 

Imprivata Case Study: Why Limit the Service Desk to IT?

Imprivata is a leading provider of authentication and access management solutions for the healthcare industry. Recall the last time you visited a hospital or medical center, or perhaps watched your favorite medical drama. Health care professionals working in a busy medical environment don’t have time for usernames and passwords to access electronic medical records across multiple IT systems.... 

Technology Review: Solarwinds Web Help Desk (WHD) V 12.1

This is an independent review of Solarwinds Web Help Desk, reviewed in March 2014. AT A GLANCE A global leader in the market of service automation software and remote management SolarWinds mission is to provide purpose-built products designed to make IT professional’s jobs easier. This review takes a look at the core capabilities, the route to market, competitive strengths and weaknesses, product... 

Free, the new normal

Arvind ParthibanSr.Marketing Manager – ITSM, ManageEngine “Why pay for helpdesk?” A new inflection point was reached in the service desk technology market space this week. A free service desk. Whilst free and open source ITSM technology has been available for quite a while – this is the first supplier I’ve seen to offer a free service desk without limitation on number of analysts... 

The service desk shuffle: Collaboration trumps hot potatoes

Stuart Facey, VP of international at Bomgar Corporation When things go wrong with technology, organisations rely on their IT support teams to fix problems and help out. The traditional method for dealing with problems sees calls (or email requests) coming in and tickets going into the queue to be dealt with. If a first level support rep doesn’t have the skills to handle an issue, then it gets passed... 

Review: Nexthink

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here. Executive Summary Elevator Pitch If systems management monitoring takes care of servers, Nexthink presents you all you need to know about the end-user side of the coin. Nexthink sits apart from the nuts and bolts of Service Management tooling, but offer guidance to analysts... 

Majority Of Service Desks Not Supporting BYOD

Dell KACE claim the majority of service desks can't or don't want to support BYOD Dell KACE has released a survey this month which claims that “a majority” of IT support team help service desks are unwilling to support employees who want to bring their own device (BYOD) to work. This UK-based survey suggests that as many as 56 per cent of IT professionals believe their IT service desk is... 

SERVICE DESK 2.0 -The Service Desk is dead…long live the Service Desk!

Service Desk 2.0: More about services, products and capabilities, less about incidents and fixes. We all know the world of IT is developing at a frightening pace. Has Service Management been left in the dust? I recently corresponded with Aale Roos,  ITSM Consultant and founder at Pohjoisviitta Oy, who argues that the old perception of the Service Desk has to be replaced with a new way of thinking. Q.... 

Introducing Aprill

Aprill Allen, 'Knowledgebird' I am very pleased to announce that Aprill Allen is joining The ITSM Review. Aprill is passionate about Knowledge Management: capturing corporate knowledge and sharing it effectively. She has 13 years of helpdesk experience under her belt; working in tier 1, tier 2 and tier 2.5 roles for ISPs, Telco’s and financial institutions and has written an award winning... 

Twelve IT Helpdesks For Under $1,000

Say What You See ITSM folklore states that the helpdesk software market is heavily oversaturated. Companies don’t suddenly discover the need for an IT helpdesk – it is a replacement market. That may be the case for large enterprises, but this overlooks the enormous market of small and growing businesses. In the UK for example the Federation of Small Businesses claims that 99% of UK business activity... 

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