​A Mobile Workforce Needs a Mobile Service Desk


By 2015, the number of mobile workers in the world will reach 1.3 billion, according to a recent IDG Connect study. A similar Cisco study found that three out of five workers say they don’t need to be in the office to be productive. The fact is that workers don’t want to be tied to their desktops anymore. And they don’t need to be, nor should they be. Work is now something you do, not a place you go. And for many people, location doesn’t really matter – in a hotel, on a plane, at home, or in a favourite cafe. In a world where people strive for greater freedom and a better work-life balance, the mobile workforce trend is here to stay.​

SDP On the go

The need for support doesn’t stop at the office doo

Six Steps to Implementing Change Management that Works


Solid change management capability will help you boost your ITSM maturity, break out of the “firefighting mode,” align IT activity with business objectives, and transform IT from a service provider to a business innovator. However, these benefits don’t come easily. Change management is one of the most difficult ITIL processes to get right. Why? Because change management is an ITSM process that needs the right mix of people, processes, and technologies. Learn how to implement change management that works. Download the white paper in the link below.


Six Steps to Build an Effective Help Desk Knowledge Base

Six Steps to Build an Effective Help Desk Knowledge Base


John, the IT help desk manager, has been facing several productivity issues, including longer resolution times, and tickets have been piling up as a result. John thinks implementing an effective knowledge base might improve his team’s productivity.

After all, a knowledge base will​ store resolutions, workarounds, and best practices that help reduce ticket inflows, improve resolution times, increase first call resolution rates, reduce the percentage of repeat incidents, and increase the self-service portal usage.

While John recognises the value of an effective knowledge base, the day-to-day pressures of managing a help desk team keeps him fro…

World Cup Soccer Meets World-Class Help Desk!



Soccer stirs the passions of fans throughout the world. And with the opening match of the 2014 FIFA World Cup Brazil just hours away, people from every field of endeavor find themselves united by a common bond that sends their emotions surging with excitement and anticipation.

At ManageEngine, we share that bond and feel those emotions. That’s why we’ve woven the 2014 World Cup into every edition of our world-class help desk, ServiceDesk Plus On-Demand.

Help desk technicians don’t have to miss a minute of this year’s World Cup action. ManageEngine ServiceDesk Plus On-Demand is now sporting a World Cup Scorecard widget. Simply login to your Service-Desk Plus On-Demand account…

How ServiceDesk Plus Helps S&K Technologies Manage Its Distributed IT Infrastructure – Customer Talk


Managing a globally distributed IT infrastructure could be a difficult task, if not for ServiceDesk Plus. Now, one our customers, S&K Technologies, offers a video testimonial on how ServiceDesk Plus makes it an easy task to manage such distributed IT infrastructures.

S&K Technologies is a federally chartered corporation owned by the Confederated Salish and Kootenai Tribes. Along with its five subsidiaries, S&K Technologies is one of the most successful ​tribally owned, professional and technology services companies in the United States. Steven Klepzig, senior communications engineer at S&K Technologies, talks about the ServiceDesk Plus benefits enjoyed …

How Blessing Hospital Replaced FrontRange Heat with ServiceDesk Plus – Customer talk


Unlike the past, these days, customers are better equipped to evaluate products. They base their opinions on how they experienced the product at different points in time and whether the product live up to their expectations. Here’s one such thorough and an honest opinion from one of our customers.

Todd Haverstock, administrative director of  Infrastructure Services at Blessing Hospital, tells us why he shifted from FrontRange Heat to ServiceDesk Plus.  In this video, he talks about the crisis his help desk had to face before they adopted ServiceDesk Plus. He also describes how ServiceDesk Plus, helped resolve the crisis and optimized the help desk performance.

Curious to know what challenges B…

Towards a Leaner IT: 7 Simple Ways to Reduce “Cost per Ticket”

7 Simple Ways to Reduce “Cost per Ticket”


Recently, John, an​ IT help desk manager, has been noticing a steep increase in IT expenses and, needless to say, is under tremendous pressure to bring them down. All that his team does all day is solve tickets, so he thinks reducing the “cost per ticket” could be a good starting point. To help John in his mission, we decided to tell him a little about this metric and what he could do to achieve a leaner IT help desk.

Why cost per ticket?

IT support is considered a cost center in most organizations and usually the first to get​ a budget cut during​ a financial downturn. ​Therefore,  IT support must remain efficient…

Will the Real SaaS IT Help Desk Leader Please Stand Up?

ServiceDesk Plus - IT Help Desk Leader



Not everyone can be a leader

In real life, the legacy you leave behind is the life you’ve led. As leaders in the ITSM space, we ask ourselves one question when we hold up the mirror. Are we leading and working in a way that creates the greatest positive impact on ITSM? All that we do here, we do with this one question in mind.

Why compare? Why now?

Choosing a leader probably wasn’t that difficult in the past because you had few choices. Today, you have a wide variety of players to choose from and be confounded by. To tell the truth, our heads are spinning just like yours. Among this wide variety, a few vendors really stand out. So can you hope to find one that fills your bill? Yes, because we believe the best decision…

6 Reasons Why You Need Incident Management


ME_blog (1)

What haunts any IT manager the most? The lack of a streamlined service process in the organization. This directly affects IT efficiency and productivity, besides the end user’s perception of IT.

Often, organizations use spreadsheets, email, and other legacy applications to log and maintain tickets. However, these methods have their own limitations, such as lack of proper records of past similar incidents and their resolutions, inability to set priority levels on tickets, and much more.

For an IT technician, the lack of a streamlined process spells a lot of time and effort spent in solving requests. But that’s about to change as unorganized ticket management becomes a thing of the past with I…