ServiceDesk Plus Blogs

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. 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?. )

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 )

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

- 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