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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.


ITSMF Australian LeadIT conference - Canberra - recap
PRD Software and HelpMaster recently exhibited at the annual ITSMFA service management conference in our home town of Canberra.  Here's the recap.

HelpMaster helpdesk software qualifications
Why should you consider HelpMaster helpdesk software?  Look at it's capabilities! A tongue-in-cheek post inspired by a recent discussion in the Back2ITSM Facebook group about software verification schemes.

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?

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

ITIL - What is Incident Management?
This blog is a continuation of an article written for the PRD Insider newsletter entitled Incident Management - What is it? 

If ITIL is the answer, what's the question!?
There's a lot of talk about ITIL in the industry at the moment and it seems as if ITIL has all the answers for better service delivery and management...but what's the question?