9 Ways to Convince Users to Adopt Your Self-Service Portal

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Today’s IT environment is changing rapidly and so are your customers. They are increasingly demanding and are looking for instant resolution of their tickets as well as instant access to information on your services.

Sometimes your service desk might get bombarded with calls when a user faces issues or requires a service to be delivered.This may lead to service desk missed calls or being stuck in the waiting queue.

Self Service Adoption techniques

If you’ve already invested in a self-service portal — or plan to make such an investment — now might be a good time to consider the best ways to encourage its widespread adoption by your end users. Here are nine different ways to convince your users to use the self-service portal…

ServiceDesk Plus Now Brings Advanced Analytics

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This holiday season, we bring you good news: ServiceDesk Plus is now integrated with Zoho Reports. This integration will empower you to analyze and generate advanced reports on IT service desk data. Zoho Reports is an online business intelligence and reporting platform from Zoho.com. With more than half a million satisfied users, Zoho Reports makes for an excellent reporting tool. Now, with this integration, you can import data from ServiceDesk Plus and mine for useful information.

As IT managers and their teams fight IT fires every day, the effort required to analyze service desk data becomes additional overhead. And technicians have to write complex scripts/queries to generate the right reports. Not

5 Steps to Successfully Implement an IT SLA

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Every IT manager aspires to improve performance, accelerate incident response times, reduce system downtime, and simultaneously cut service costs in his or her IT support operations. Now, if you are in the pursuit of similar goals, then look no further than an IT SLA.

An IT SLA – or IT service level agreement – is a contract between IT support and an end user within the same organization. Typically, IT SLAs establish a clear understanding of service parameters by defining the services extended, the quality standards that must be adhered to, and the timelines within which the services must be delivered. Operational level agreements (OLAs) and underpinning contracts (UCs) are agreements that the IT supp

ManageEngine’s ServiceDesk Plus Is Now PinkVERIFY-Certified

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It’s been a great year for ServiceDesk Plus. We made it to the Gartner Magic Quadrant for the second time in a row. And, today, we are glad to announce that ServiceDesk Plus is PinkVERIFY-certified. The PinkVERIFY program is an internationally recognized  IT service management (ITSM) toolsuite assessment service from Pink Elephant, a global leader in ITIL consulting,education, and conferences. ServiceDesk Plus, ManageEngine’s flagship product, is now certified for ITIL® V3 compatibility for incident management.

What is PinkVERIFY?

PinkVERIFY is the world’s only independent IT service management (ITSM) tool certification program that helps organizations identify the best tool

ManageEngine Unveils Revamped Web UI for ServiceDesk Plus On-Demand

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In the life of a help desk technician, every second can matter. Those valuable seconds are often determined by three main drivers of the help desk interface: appearance, usability and functionality. ManageEngine has equipped ServiceDesk Plus On-Demand with a revamped UI that is thoughtfully built around those three driving factors to provide the best-in-class help desk experience.

Functionality

New and unique functionality can power up a help desk and push it to the next level. The revamped ServiceDesk Plus UI incorporates a set of game-changing features that improve business productivity. Multi-level or nested business rules give you fine-grain control over workflow

itSMF India National Conference 2014: Introductions, Conversations, and Intense Learning

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The annual conference of the IT service management forum (itSMF) happened in Bangalore, the Silicon Valley of India. We were at the conference for the first time, and we met lots of new people, had interesting conversations, and learned quite a bit. We packed in a lot of learning on a single day – from Kaimar Karu’s tip on using ‘social lubricants’ for problem solving to intense panel discussions on business values of ITSM.

Several of the delegates stopped by at the ManageEngine booth and enquired about our products, especially ServiceDesk Plus. Needless to say, many of them were awestruck at the mere mention that more than 90,000 companies trusted ManageEngine to manage their

Help Desk Humor: Confessions from the People Running Your IT

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 1. The issue can be fixed in an hour or a day or a week based on your tone

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2. I know which sites you browse and what you download

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3. There is just a thin line between ‘non-computer savvy’ and being ‘dumb’

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4. Are you trying to say it broke on its own?!

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5. There’s a difference between a cupboard and a keyboard. We are IT.

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6. No, I didn’t fix it. I had to just restart it. And it’s that simple.

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7. Do I get angry with all these incidents?Of course! But that’s my secret. I’m always angry!”

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Big Data in ITSM

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When we talk about big data in the world of IT service management (ITSM), we’re talking about two very different things: ​

  • Big data tools/services that IT provides to business – to number crunch business operations data.
  • Big data within IT operations – to handle and leverage complex IT operations data.

Big data services for business operations

In an increasingly competitive, data-driven world, business managers are looking for effective ways to manage and interpret business data, especially big data.​ Digitalized business operations, such as e-commerce websites and mobile banking apps, produce huge amounts of data, which makes managing them close to impossible by using traditio…

ServiceDesk Plus Video Zone: Save Your Trips to YouTube!

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With the entire web trending towards videos, it doesn’t surprise us that our users prefer video over white papers, case studies, and blogs. After all, YouTube is the second largest search engine in the world!

At ServiceDesk Plus, there’s certainly no lack of video content covering nearly every ITSM category imaginable. But with so much video content, it’s possible to lose focus on what matters most to you.

That’s why, we’re bringing you the ServiceDesk Plus Video Zone, an exclusive page dedicated to videos. Think of our page as YouTube for help desk, minus the ads.

Now, you have access to 70+ videos to explore in a single, well-organized view. Moreover, we have zeroed in on t…