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How Does Your Helpdesk Solution Contribute To The Health Of Your Overall IT Infrastructure?

Given everyone’s reliance on technology, a helpdesk solution is an integral part of your organization’s IT infrastructure. Naturally, with a helpdesk you picture skilled IT technicians assisting end-users with workstation issues. While this might be the main purpose of a helpdesk, it goes beyond IT support tasks and actually helps you oversee the health of all your IT resources. In essence, your... 

IT Maturity: Chasing rainbows?

It is surprising just how many organisations do NOT monitor their IT maturity. Where are we? Is it going up, or down? In fact an even more basic question is: exactly what is IT Maturity and is it an integer, percentage, score or grade? It’s difficult to put a finger on what it looks like, and what the final output ‘Score’ is.  It reminds me of the famous book and film ‘The Hitchhiker’s... 

ManageEngine: The ITSM market needs more disruption (Video)

In this video, Barclay Rae interviews David Howell, European Director at ManageEngine about their recent move to offer the IT helpdesk module of their ITSM offering free of charge to companies of all sizes. In Summary In addition to explaining the reasons behind the decision, David discusses: How free users will be supported Installation timeframes What it means for existing customers How they expect... 

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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