Help Desk Strategies for Success | Help Desk Strategies for Success

From Service Desk to Service Management

In response to business pressures to increase service quality while reducing costs, many IT organizations are searching for tools to help them move from service desk to service management. This executive briefing report is designed to help you understand the critical building blocks required for an effective IT Service Management (ITSM) application, to ease your transformation to service management. Read More »

Configuration Management Database (CMDB) Success Kit

The expectation of your CEO is clear: IT must align with the business and deliver strategic value to the company. But what’s your best course of action? The release of IT Infrastructure Library version 3 (ITIL v3) promises to ease business and technology integration with its increased focus on service strategy.

Helpdesk to Service Desk Success Kit

As your business grows, managing IT services becomes more complex and requires a new approach and new tools. A help desk was the right solution in the early days. Users would call with an issue, and technicians would attempt to fix it as quickly as possible. IT was predominately in a firefighting mode and help desk software had a fairly singular focus: tracking incidents and open tickets as responsibility passed from one person to another.

IT Automation Success Kit

It’s no surprise that the downturn in major world economies poses a threat to business growth. As PricewaterhouseCoopers revealed in its 11th Annual Global CEO Survey published in 20081, the percentage of CEOs who say that they are 'very confident' about the potential for business growth has fallen for the first time since 2002. Competition is not diminishing, however, and CEOs continue to place demands on IT to deliver strategic business value as a means of differentiation.

IT Innovation Success Kit

A new, innovative approach to IT is required: the unification of IT operations management and service management. Combining PC lifecycle management and IT service management tools can facilitate improved business processes when operational execution is tightly coupled with the control process.

ITIL Success Kit

ITIL® is a common sense approach to service management, doing what works. What works? A common set of practices that unite all areas of IT towards a common goal – delivering value to the business. Core capabilities are developed when you build key service delivery goals from your corporate objectives.