After the successful ServiceDesk Best Practices webinar on Change
Management, (if you have missed it, just hop in here), we at ManageEngine
ServiceDesk Plus bring you an exclusive webinar from one of our customers….
Surprised ??? Yes for the
first time ever we will have one of our most valued customers, Digicel, sharing
the best practices of implementing change management in their organization. The
webinar is scheduled on 30th, September,2009 at 2.00 PM Eastern
Daylight Time ( EDT).
The webinar will be
presented by Elsy Rivera, Senior IT Operations Specialist from Digicel, El
Salvador. She has a vast experience in IT Service Management and was integral
part of implementing change management in Digicel. She would be sharing her
experiences on the topic “The Digicel Story : Implementing the quintessential Change
Management”.
So mark the date in your
calendars, outlooks, Blackeberrys and iPhones, I bet you would hate to miss
this webinar. So September 30th, 2009 is the date and 2.00 PM EDT is
the Time.
Register now in the below link. Should I say we have limited number of seats available and it’s absolutely FREE.
What Are Heroes Without Assets? Can you imagine Bat Man or Iron Man without the right gear? The first step in setting up an efficient Service Desk is to get Asset Management right. Not just any independent asset tracking software but an efficient asset management that works closely with help desk, that helps you handle software license compliance, contacts and Purchase. Getting the right Asset Management System is Step One in managing your IT. Attend the exclusive Service Desk Best Practices webinar from ManageEngine to get a grip on asset management best practices.
Date: 29th July, 2009 (Wednesday)
Time: 11. 00 AM Eastern Daylight Time ( US)
Click the link below to Register Now
Oops, this is not the official blog of Manchester United and we are not announcing their path to Champions League finals... We at ServiceDesk Plus just feel like Manchester United at this moment. ServiceDesk Plus for the first time has made it to the Final 3 of SDIe Vendor of the Year Award 2009.
It's a privilege because ServiceDesk Institute of Europe (SDIe) has a very different way of finalizing the nominees. The customers of these vendors have to nominate their vendor for the award. Whoever has the highest nominations will make it to the final 3. And of course, we are one of them. We are just blown away by the response from our customers. You can get the detailed process in this post.
Thank you for your support guys and we will definitely make the product better and better, to serve you better. And most importantly, our special thanks to all our Resellers from Europe, who were part of the campaign.
A special thanks to all my fellow twitterers, who did their part to spread the word. The winner will be announced on the SDIe Annual Conference in London on June 9th,2009. Fingers Crossed...
P.S: The picture is taken by terry6082 and has been reproduced under creative commons license 2.0
Folks, don’t worry we have not been nominated for any big bang movie awards ( let’s forget Oscars and Slumdog Millionaire for sometime). Service Desk Institute of Europe ( SDIe) has announced its annual flagship award event “IT Service and Support Awards” for the year 2009. We thought we would give it a try. SDIe presents awards in 4 different categories.
ManageEngine ServiceDesk Plus will fight it out in the “IT Service and Support Technology Supplier of the Year”. All the awards are presented based on the number of nominations a company gets in a category. For example, if ServiceDesk Plus is nominated in “IT Service & Support technology supplier of the year” for the most number of times, then ServiceDesk Plus will be presented with the award. But each of you who are nominating ServiceDesk Plus has to fill up a small customer satisfaction survey. They rate the suppliers based on the customer satisfaction on different criteria.
If you think we really deserve the nomination, please take some time out to nominate us in the below link
http://www.keysurvey.com/survey/217528/8b7b/
But if you think we don’t deserve it, give us your feedback@ support-servicedeskplus@manageengine.com
And you can get more information about the award in the below link..
http://www.sdi-e.com/sdie-events/the-service-desk-and-it-support-awards/it-service-support-supplier/
Last date for submitting the nominations is March 18, 2009.
Folks before you go; you can also get nominated for the award in different categories, check out the SDIe site for more details.
hmmm...its time for the ServiceDesk Plus 6 release now. The final validation build is up and running..its just at a smelling distance. :)
Well well...having said so, i would like to brief you all up on an interesting feature enhancement i.e Category, sub category and Item present on a new request form.
This unique feature in ServiceDesk Plus 6 is all about providing a relevant classification for a specific request upto three tiers; namely category, sub category and item. The data in the sub category drop down is populated according to the selection made in the category drop down. Similarly, according to the selection made in the sub category drop down, the data gets populated in the Item drop down. That is, a request can be categorised according to its nature. For example, a compact disk related problem request can be categorized under 'Burn CD' and further to a sub category of 'CD writer' and again to Lens.
In the earlier versions of ServiceDesk Plus, this feature was missing and our customers were really on the look out for this very feature.
Understanding this unique feature in ServiceDesk Plus 6 :
Assume an incoming IT service request to a help desk for a change in browser version. Inorder that this request be better served, ServiceDesk Plus can have a category by name Browser, a sub category with a list of available browsers and the item as the version details pertaining to specific browsers.
The pooling of sub category (i.e the list of available browsers) is completely dependant on the category selection and in this case its 'Browser' and similarly the pooling of item list (i.e the list of available versions) is purely based on the sub category selection for example Internet explorer. Hence a clutter free classification of a request is possible.
Just stumbled upon this job offer on the web - Experienced ServiceDesk Plus consultants wanted for a ServiceDesk Plus implementation.
This is great news. It just goes to show that ServiceDesk Plus is climbing the popularity charts. :D As more and more people start using the software, we'll be seeing similar kind of news pouring in.
Missed a few days on my blog, I was catching up with a few customers in person, on the phone and over email. It was great to understand different needs and requirements.
"Can you give me a comparison sheet with x, y, z" is a very common question. I checked a few help-desk-vendor-versions of comparison sheets. You should read this comparison closely. You will understand the "part of the truth" there.
Comparison Sheets - Help Desk Vendor Version
The problem seems to be that the help desk vendor themselves preparing this comparison sheet and obviously it is so biased towards their solution. (The ones who prepare it need to keep their jobs, right?. :wink: )
Comparison Sheets- Customer version
Customers need the truth, the whole truth, and nothing but the truth. They seems to clearly understand the problems with "vendor versions". They have another comparison sheet, I mean the real ones with real facts and experiences they had with each vendor, the customer version.
Wow.... You need such a comparison, right when you start. This will help you not to waste time. You need to share such comparison check list across peers.
A few customers have come forward to share the truth..(I will be publishing evaluation checklists and comparison sheets as I get it )
First is Michelle King, IT Project Administrator, Milcom Systems (thank you Michelle )
Download Michelle's conclusion (un-edited)
Next time you see a comparison sheet ask for a Customer version (Satisfaction Guranteed ) :D
Do you have an IT-related Blog, let's link up.
I am hoping that this will help everyone of us.
- If you are Help Desk Staff / Admin, you can understand how other Help Desk Staff / Admin around the world resolve a problem.
- When you see someone frustrated getting ready for an audit, you can share how you managed your success
- You can simply post anything you want, You can say " ServiceDesk Plus reports suck !!!. I created a better report using Crystal Reports. "
(We'll still love you for your views and link to you!!!)
If you don't have one, I would suggest this is a good time to start one now.
You can contact me by posting a comment with links to your blog or shoot me an email at alexdpaul@adventnet.com
Update: Ross, just sent his blog link. Thanks Ross, you are linked up.
I'll try to organize links in a better way so that it is clearly visible.
Awaiting all your responses......
First day at work after getting back from a refreshing holiday is great
- The office seems clean and new
- Everybody is in a great mood
- Loads of SPAM mails eating the mail box space
- Fingers are still getting used to the keyboard
- A few regular thank you mails to the late holiday wishes
- The same messy desk
- More Coffee trips and Cookies
- Boss is ready with the Mission and Vision statement for the year :D
- More of strategy sharing and planning happens
- Around the late afternoon a strange missin-the-couch-feeling / pain creeps in
- I going to set an example that Planning& execution is important
- I am planning to leave early today.....Bye (execution)
Catya later.... Have a Great Year
Corp