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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.


Practical ways to improve the quality of your service-desk email communication
Practical ways to improve the quality of your service-desk email communication

Build a help-desk reporting dashboard using Excel
In this second part of the report creation series we have a look at using Microsoft Excel as the reporting tool to build pivot-table helpdesk dashboards.  For the first part in this reporting series, see http://www.helpmasterpro.com/community/blogs/entryid/49/creating-custom-reports-in-helpmaster-pro-part-1.aspx

Regression Testing an ITSM tool
Avoid the pitfalls and heart-ache of a botched ITSM software upgrade by utilizing some basic principles of regression testing the latest release of your helpdesk software. What is regression testing?

The Helpdesk you used to know
The face of helpdesk is changing, and it's not pretty... Do success or limited resources mean sacrificing courtesy and professionalism?

HelpMaster ITSM trump card
It's a Twitter thing... http://twitter.com/#!/HelpMaster

Webinar - You forgot your password again! HelpMaster + Specops password reset
Join us for a webinar on how to integrate the award winning Specops password reset solution with your HelpMaster service desk applicaiton.

Preparing for a successful HelpMaster v10 upgrade
A new major release of HelpMaster is on the horizon.  Here's a few things to keep in mind that will assist in a successful upgrade.

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?