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HelpMaster Blog

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Practical tips and information about running an efficient service desk. News and information about HelpMaster, PRD Software and the ITSM industry.


Business hours / office Hours / working hours / non-work days and holidays
Question:  How old is a job that was logged on Friday by the time it gets to Monday?  

What do you call the people you support?
The people that helpdesk and service desks support are arguably the reason such business units exist. Who would have thought that finding a common name for them would be so hard?

ITIL + Service Management solution = ROI?
Does implementing ITIL alongside a service management solution make good economic sense?  Are organizations realizing a positive ROI on their ITIL initiatives and/or their service management solution of choice? What would Einstein say about EMC?

ITIL turns 20. Did you miss the party?
The IT Infrastructure Libary turned 20 years old recently.  Were you invited to the party?

Good use of the Email Manager
Great to see so many HelpMaster installations with an active Email Manager.  

The end of the service-desk trade show...
Industry trade-shows and conventions seem to be on the decline. After 12 straight years of attending several shows each year, PRD Software and HelpMaster are trying something different.

Assets are not Issues!
Configuring the HelpMaster issue hierarchy is key to getting good performance and statistical reporting.  A poorly configured issue hierarchy can lead to duplication, redundancy and a whole lotta system admin.

Professional telephone skills for the helpdesk
Improving telephone skills in a help desk environment can bring many benefits to both users and staff alike. This article contains many practical tips that can be used immediately to improve your customer service.

It was only a matter of time....
OK, so service management can be a little tricky to manage, but this!?